Enablement Specialist (Customer Success)

Bengaluru, Karnataka, India | Customer Success | Full-time

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Who are we? 

Whatfix is the #1 Digital Adoption Platform (DAP) for Enterprises. We are disrupting the way Learning content and Application Support is consumed. We provide large enterprises (Mostly Fortune 500 companies) with a SaaS platform that helps accelerate product adoption and reduce support/training efforts by providing Contextual and Step by step guidance inside any web application at the exact time a task is being performed. The product has redefined the way companies onboard, train, and provide support to users. 

The product has redefined the way companies onboard, train, and provide support to users! Our global Customer Success team (India, US, UK, Australia & Germany) of around 80+ members is working with large enterprises spread across the North American (70%), European (20%), and ANZ (10%) regions. Customer Success has been one of the growth pillars and is of strategic importance for Whatfix.

 

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What will you get to do? 

As businesses increasingly invest in customer success, building dedicated customer success teams to improve customer retention, so the need for customer success enablement is growing. This is highly apparent in the growing demand for Customer Success Enablement professionals. In this role, you would:

  • Establishing professional development programs for all customer success teams
  • Devising the coaching, mentoring, and partnering programs for the new customer success members
  • Collaborate with all stakeholders to define exactly what customer success enablement is required to deliver using a range of techniques to conduct needs assessments 
  • Ensuring customer success teams are fully acquainted with client relationship histories
  • Recognize that people have different learning styles and tailor training and familiarisation programs to suit them all
  • Identify operational inefficiencies and devise effective improvements
  • Identify every individual's gaps in terms of product/process/tools/culture 
  • Develop eLearning material courses, workshops, and other training materials.
  • Design training utilizing game-based learning or other delivery methods that support the acceleration of learning
  • Design, develop, and create storyboards, on-screen-texts and audio scripts for use in learning programs
  • Determine the overall effectiveness of the learning program and make improvements

 

Our Ideal Candidate: 

  • Comes with at least 5 yrs of work experience, with a minimum of 3 yrs in a "Customer Success" or an "Enablement" role 
  • Has an average tenure of at least 2 years (Total work ex ÷ Number of Companies worked in) 
  • Has been working in B2B SaaS or B2B Software Product based companies 
  • Has previous experience in designing and delivering effective onboarding and training programs is an added bonus 
  • Demonstrates experience in sharing best practices and striving for continuous process improvement 
  • Showcases great presentation skills and has the ability to create engaging, and informative presentations 
  • Has the ability to work closely with members at all levels in the organization, including leadership 
  • Should be flexible to work in the EMEA time zone (1 PM to 10 PM), as this role will align with global teams, with most of the stakeholders working from 5 PM to 2 AM

 

To Be Successful In This Role, You Should be:

  • Constant and Curious Learner.
  • Effective & articulate communicator.
  • Self-driven individual who has program management skills
  • Collaborative & trusted partner, acting with integrity, ensuring that clients, partners, and learners alike feel heard and are confident in their ability to deliver.

 

What sets us apart from the rest?

  • With many of the "Fortune 500" companies already onboard as customers, Whatfix has been named among the top 20 B2B tech companies alongside the likes of Adobe, PayPal, and Cisco. The kind of elite customer base that we have, despite being a mid-sized Indian company is simply unheard of! 
  • With YoY revenue growth of over 300%, we have also been recognized among the top 50 fastest growing SaaS companies worldwide in the SaaS 1000 list and as a Global Market Leader by Gartner in the digital adoption space 
  • Our Customer Obsession is evident from a Customer rating of 4.7+ on platforms like G2 Crowd & Gartner Peer Insights 
  • This is what our investors have to say - SoftBank || Sequoia || Stellaris || Cisco || Eight Roads || Helion Ventures 

 

Please Note: 

  • We don't believe in keeping the applicants hanging and give very high importance to closing the loop irrespective of the outcome of your application. In case you don't hear from us within 7 days of applying for this role, please reach out to Remya R Pillai on LinkedIn 
  • We are an equal opportunity employer and value diverse people because of and not in spite of the differences. We do not discriminate on the basis of race, religion, color, national origin, ethnicity, gender, sexual orientation, age, marital status, veteran status, or disability status