Manager Of Customer Experience (Cx) Enablement

Manager Customer Experience (CX) Enablement

As the Manager of CX Enablement, you will be at the forefront of empowering our teams to deliver exceptional customer experiences. Your technical expertise, passion for teaching, and commitment to knowledge dissemination will drive our organization's success. But that is not all-your curiosity, creativity, and empathy will set you apart.

Responsibilities

• Collateral Ownership. Curate and enhance essential collateral, including:

• Decks (Internal and External): Craft compelling presentations for internal training and external communication.

• Processes Documentation: Document standard operating procedures, best practices, and workflows.

• Meeting and Agenda Templates: Develop templates for efficient team meetings and customer interactions.

• Professional Services Methodology Documents: Capture methodologies for successful project delivery.

• Monthly Brown Bag Program

• Lead our monthly knowledge-sharing sessions.

• Facilitate discussions on relevant topics, industry trends, and customer-centric strategies.

• Invite guest speakers to enrich learning experiences.

• Customer Success Training: Train our Customer Success (CS) teams on various aspects:

• Running CS at Cato: Share insights on customer lifecycle management, retention, and upselling.

• Systems Proficiency: Familiarize teams with tools like ChurnZero and Salesforce (SFDC).

• Onboarding and Ever-boarding:

• Ensure seamless onboarding for new team members.

• Continuously support their growth through ongoing enablement.

• Foster a culture of continuous learning and improvement.

• Collaboration with Enablement Teams:

• Work closely with other enablement teams at Cato.

• Share best practices, collaborate on cross-functional initiatives, and contribute to overall organizational success.

Qualifications

• Bachelor's degree in a technical field (e.g., Computer Science, Engineering) or equivalent experience.

• 3+ years of experience in CX enablement, training, or related roles.

• Strong technical acumen and understanding of software systems.

• Excellent communication skills, both written and verbal.

• Passion for teaching, knowledge sharing, and driving success.

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