Customer Enablement Manager

  • ProQuest
  • Jan 28, 2020
Full time B2B Customer Service Customer Success Education Information Technology

Job Description

Customer Enablement Manager 

What will I be Doing?

The Customer Enablement Manager will set the vision and the path forward for customer enablement programs during the ‘post-go-live’ phase in the customer journey, with the end goal of helping customers build confidence and accelerate adoption of our products. You will partner cross-functionally with other key stakeholders in shaping the vision, and lead a growing team of program management, knowledge and domain experts in the execution of these programs. Success in this role requires strong project management skills, a high tolerance for ambiguity, and the ability to build strong partnerships across the organization.

What will I be Doing?

• Responsible for managing customer adoption period (1st year after go-live) and measured by customer success with product adoption and satisfaction.
• Monitor customer product utilization and work with customers to increase their product footprint.
• Perform detailed business needs assessments in coordination with internal stakeholders to uncover gaps and roadblocks to product adoption and integration.
• Design, implement and manage knowledge booster program for customers.
• Lead a team of consultants and program managers that work directly with customers in optimizing and extending their use of Ex Libris products.

Qualified Candidates Must Have...

• 5-10 years in client-facing role within technology services industry, e.g. Customer Success, Enablement or Value Realization Services
• 5+ years of experience directly managing a team
• Outstanding leadership and communication skills and a knack for working cross-functionally, winning allies, influencing people, and an ability to keep a strong customer-focus
• Demonstrated analytical and problem-solving skills

All-Star Candidates Also Have...

• Experience working in higher ed-tech industry

Other important information about this position:

• This position will be based at the Ex Libris office located in Des Plaines, IL. 
• Occasional travel is required.
• This position requires weekday attendance with some scheduling flexibility available around core working hours.
• Every position requires certain physical capabilities. ProQuest seeks to make reasonable accommodations that enable individuals with disabilities to perform essential duties when possible.