Job description
Manager, Customer Enablement
Remote | Client Services | Full-Time
WHO WE ARE
Headquartered in Nashville, Tenn., Ncontracts leads the industry in integrated risk management and compliance solutions, serving over 5,000 financial institutions nationwide. As a six-time Inc. 5000 Fastest Growing Companies honoree and consistent year-over-year recipient of “Best Places to Work” awards, we offer a thriving, work environment where career growth and life-work balance go hand in hand.
At Ncontracts, you’ll join a team of industry experts dedicated to strengthening the financial services sector through innovation and thought leadership. We’re seeking creative, collaborative, and self-driven professionals across all areas of our business - from developing cutting-edge solutions to sales, marketing, customer support, and beyond. Join us in our mission to make the financial industry stronger and more resilient, while advancing your career in a supportive, dynamic environment that values your unique skills and perspectives.
THE ROLE
As the Manager of Customer Enablement, you will lead the development and execution of advanced customer engagement and enablement strategies. You will be actively involved in building out the customer journey through innovative learning programs, enablement content, and product adoption frameworks. This role requires a blend of strategic vision and operational expertise to enhance the overall customer experience and drive product adoption and overall customer satisfaction.
YOU WILL
- Develop and refine the customer enablement strategy to support all phases of the customer lifecycle, from onboarding through point of contact changes.
- Collaborate with cross-functional teams including Product, Development, and Support to integrate customer enablement strategies with overall business objectives.
- Partner with cross functional teams to implement new customer engagement technologies and methodologies, including knowledgebase & interactive training processes.
- Oversee the creation and maintenance of a comprehensive suite of self-serve customer resources, including product updates, product documentation, on-demand instructional learning, and related advanced certification programs. This might include direct ownership of this content in certain product areas.
- Manage customer platforms and implement tools that facilitate effective multi-channel communication and problem-solving capabilities (e.g. Pendo, Salesforce Service Cloud, LMS, etc.).
- Serve as primary translator of product release information to customers by owning product launch plans in partnership with Product, Client Services, and others throughout the organization.
- Monitor, analyze, and optimize the effectiveness of customer enablement programs through metrics-driven outcomes and customer feedback.
- Develop a deep knowledge of Ncontracts solutions to best support clients in maximizing their value.
- Build a high-performing customer enablement team, fostering an environment of collaboration, innovation, and continuous improvement.
- Provide mentorship and professional development opportunities to team members, ensuring alignment with industry best practices and personal career goals.
YOU BRING
- 7+ years of customer service experience
- 5+ years’ experience in managing projects, developing content, and customer training strategies
- Bachelor’s degree or equivalent experience required
- Strong understanding of customer enablement best practices, including onboarding, training, and systems
- Excellent communication and presentation skills, capable of conveying complex concepts clearly and concisely to customers and cross-functional stakeholders.
- Proven track record of driving customer satisfaction, retention, and growth.
- High EQ with ability to lead with positive influence.
- Excels in navigating a highly collaborative and highly matrixed environment.
- Adaptability: you thrive in fast-paced environments and feel comfortable handling ambiguity and change.
- Ownership: you have a proactive approach to process improvement and the confidence to recommend & execute on new ideas, including owning high
- Proven history of building relationships and asserting indirect influence throughout an organization
- Strong analytical background
NICE TO HAVE
- Deep experience with one or more project management solutions such as Monday.com, TargetProcess, Jira, Trello or MS Project
- Salesforce Experience; especially Service Cloud
- Strong Excel background
- Experience deploying LMS system and/or content creation tools
WE OFFER
- A fun, fast-paced work environment
- Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
- 11 paid holidays
- Community and social events to keep you connected and engaged
- Mental Health Benefits
- Medical, Dental and Vision insurance
- Company-paid Group Life Insurance, Short- and Long-Term Disability
- Flexible Spending Account & Health Savings Account
- Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
- Pet Insurance
- 401 (k) with company match with eligibility on Day 1 of employment
- 2 Paid Volunteer Time Off Days
- And much more!
Compensation Information
Pursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $95,000 to $115,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.
AAP/EEO Statement
Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
