Customer Enablement Manager

3 weeks ago

Sydney, Australia SiteMinder Full time

The Customer Operations Enablement Manager will leverage technology to scale, enable and improve productivity across the customer journey for all customer facing functions. Empowering our front line staff by removing friction whilst adding capability to facilitate a great customer experience. They will be responsible for driving enablement, innovation and transition on behalf of customer teams.

What you'll do...
- Design, deliver and embed fit for purpose process, systems and frameworks to address pain points
- Leveraging tech to effectively create scale, productivity and remove friction from frontline customer teams
- Establishing guidelines, goals and measures to track effectiveness, establish baselines and controls to maintain performance
- Identify opportunities to improve and work with key stakeholders across the customer teams to deliver continuous improvement
- Review operational practises and processes, establishing baselines and driving improvement initiatives
- Own Service improvement initiatives and plans across Customer Teams driving a relentless focus on continual improvement
- Embed Service Operational Readiness processes and practises and work closely with the product, marketing and business operations teams to ensure operational readiness for the delivery of new or changed capabilities into the business
- Execute on change management plans and be an advocate and champion for change globally
- Design dashboards and reports to provide visibility on key metrics and established baselines and set up communities of practice / forums for key stakeholders to manage performanceCollaborate with Training leads to design and develop training content and delivery methodology to enhance end user experience

What you'll have...
- Minimum of 5 plus years combined in Customer Service, Implementation and Onboarding, Customer Success, Operations, Tech implementation, platform administration, process design and/or continual service improvement
- Proven experience and a track record of establishing frictionless and scalable processes and practises
- Strong technical aptitude and familiarity with various software, Ai, chat, voice and identifying horizon tech opportunities.
- Exposure to Inside Sales and Sales Operations, Customer activation, Support operations and a working understanding of the SaaS sales funnel and customer lifecycles
- Understand customer sentiment (detractors, to passive, to promoters), why customers are leaving us (early life & tenured) and work across the business to recommend & implement changes
- Proven track record in initiating & leading initiatives across people, process and technology in a global capacity with a strong focus on organisational change management
- Must demonstrate strong analytical, problem solving, communication and creative thinking skills with an ability to challenge the status quo and day to day ways of working
- Experience in team management and stakeholder management with a proven track record in managing high performing teams both directly and indirectly
- Ability to work both independently and within a team
- Capacity to connect and influence individuals and teams, with a proven ability to negotiate with senior stakeholders
- Willingness to learn, thrives on change and enjoys making things happen through continuous improvement
- Establish ways of working and team culture that drives high performance and promotes wellness, inclusion and collaboration
- Experience and exposure within the SaaS, Hotel & Tech industry would be an added advantage

Our Perks & Benefits
- Equity packages for you to be a part of the SiteMinder journey
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team Please send a copy of your resume and our Talent Acquisition team will be in touch.
- When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.

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