Manager of Client Enablement

Remote

Full Time

Manager/Supervisor

THE JOB
The Manager of Client Enablement will lead a team dedicated to driving the success and satisfaction of clients by delivering impactful onboarding, training, and ongoing support for our ecommerce platform. The ideal candidate has experience working for a SaaS company in a client facing capacity, has a strong understanding of internet fundamentals, and proven leadership skills. This role involves overseeing the client enablement strategy, ensuring that customers fully adopt and maximize the platform’s features, and developing a scalable approach to training and support. The Manager of Client Enablement works closely with sales, customer success, and product teams to deliver a seamless client experience and promote long-term customer retention. This is a fully remote position.

RESPONSIBILITIES

Coach, provide feedback, and improve the skillsets of your team members through training, call reviews, one-one-ones, and team meetings
Develop internal and external training on Kotis’ platform and regularly hold training sessions
Develop a deep understanding of Kotis’ ecommerce platform
Lead client calls with a more technical focus (for example - integration calls)
Manage your own small book of enterprise accounts
Work with the Sales team as the technical expert on our platform, helping them close deals
Create and optimize client-facing processes, training and videos. Create and send monthly program newsletters to clients.
Bridge the gap between our customers and Software Engineering team by uncovering scalable features for stronger adoption and retention
Handle escalations related to our ecommerce platform
Monitor customer feedback through surveys, QBRs and qualitative information gathering and implement improvements based on your findings
Champion of Kotis’ culture. Improves team morale through coaching, team events and recognition.

REQUIREMENTS

3+ years of management experience with direct reports
2+ years’ experience working for a SaaS company in a client-facing role
5+ years’ experience in client-facing role (Customer Trainer, Onboarding Specialist, etc.)
Strong understanding of internet fundamentals, i.e. an understanding of the core principles of how the internet operates
High EQ – understands themselves as well as how to manage a range of personalities with direct reports, clients, and leaders across the organization
Excellent in building cross-functional relationships and alignment
Demonstrated ability to successfully resolve complex situations independently
Strong business acumen, comfortable building relationships with executive level clients

COMPENSATION
$80K-$120K DOE

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Manager of Client Enablement

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