The Role

Ready to help clinicians make the right decision-every time it matters most?

The Sr Manager, Customer Enablement is a leadership role responsible for defining the strategy, operating model, and execution approach that enables customers to adopt and realize value from Micromedex.

This leader sets the direction and leads a team responsible for delivering enablement programs at scale-ensuring customers embed Micromedex into clinical and operational workflows and successfully transition from legacy and competitive solutions. Success in this role is measured by team-driven execution and measurable behavior change across the customer base-not just go-live completion.

Key Responsibilities

Strategy: Implementation as a Retention Lever

• Define and lead an implementation strategy that directly drives adoption, engagement, and long-term retention.
• Align implementation outcomes to customer experience metrics including time-to-value and adoption milestones.
• Establish a segmented implementation strategy (Premier / Key / Core) to ensure consistent execution through the team.
• Translate enterprise initiatives into clear customer value narratives and equip the team to deliver these consistently at scale.
• Position training and change management as core pillars of implementation success.
• Identify retention risk indicators and operationalize intervention strategies through the team.

Delivery: Operating Model & Cross-Functional Leadership

• Lead and develop a high-performing Customer Enablement team, setting clear expectations, accountability, and performance standards tied to adoption and retention outcomes
• Build a retention-focused operating model for the organization integrated with Customer Experience, Sales as well as Editorial, Product, and Support teams.
• Define a standardized lifecycle including go-live readiness, adoption checkpoints, and transition to account ownership and enable the team to deliver them consistently across all segments.
• Establish governance and drive cross-functional alignment to support execution that resolves adoption blockers quickly
• Implement feedback loops to inform product and process improvements.
• Drive visibility through dashboards and reporting on adoption and risk.
• Develop expertise within the team that ensures Micromedex is embedded into key workflows (e.g., EHR)

Enablement: Training & Change Management Leadership

• Own training and change management strategy and lead the team responsible for delivering enablement programs that drive adoption and retention.
• Ensure structured change management approaches for customers transitioning from competitive tools.
• Define persona-based training pathways aligned to workflows and best practices and ensure the team delivers consistently.
• Seek innovative ways to adopt technology to assist in the efficient scaling of training and adoption programs.

Execution: Driving Adoption and Measurable Outcomes

• Lead the team responsible for delivering enablement programs measured by time-to-value and sustained usage.
• Embed training and workflow adoption milestones in plans.
• Ensure consistent execution of implementation and transition playbooks.
• Drive accountability for identifying resistance early and executing recovery plans across the team.
• Develop post-implementation reviews focused on adoption and retention for the team to deliver.
• Scale best practices for consistent execution.

Qualifications

• Bachelor's degree or equivalent experience in Information Systems / Technology.
• 5+ years of people management experience leading and scaling high performing customer enablement / delivery teams in SaaS or healthcare technology.
• Demonstrated experience translating strategy into consistent execution across distributed teams and comfortable leading transformation.
• Proven success driving accountability and performance across team against adoption, retention, and customer outcomes
• Understanding of healthcare workflows preferred.
• Familiarity with healthcare interoperability standards (e.g., HL7, FHIR) and identity access management approaches (e.g, SSO, Open Athens) preferred.

Compensation

The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate's experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.

Min - Max :
$135,496.09 - $203,244.13 (USD)

Benefits

The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees' health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.

• Remote first / work from home culture
• Flexible vacation to help you rest, recharge, and connect with loved ones
• Paid leave benefits
• Health, dental, and vision insurance
• 401k retirement savings plan
• Infertility benefits
• Tuition reimbursement, life insurance, EAP - and more!