Customer Enablement Manager (Services)

Loopio

Toronto, Ontario, CA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/10/2021
  • Website: loopio.com
  • Company Address: 720 King Street West Suite 825, Toronto, ON, M5V 2T3

About Loopio

Loopio’s RFP response software streamlines the way enterprises respond to RFPs, RFIs, and Security Questionnaires. Our platform makes sales content accessible and enables collaboration across the organization.

Job Description

Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to master their craft. We attract and retain people who are naturally curious, have grit and are eager to grow and build their careers. At Loopio, we genuinely support each other, because true success comes from working as #oneteam.
 
We’re looking for a relationship-focused, thoughtful, inquisitive, and hard-working individual to join our Enablement Services team (think Professional Services) as our next Customer Enablement Manager. We believe that when a customer is fully enabled for success, through onboarding, training, and services - we’re providing a strong foundation for their long term adoption and growth with Loopio. This role will focus on providing both ad-hoc and ongoing services to some of our customers. Each experience will also provide customers with access to our best practices, learned from onboarding and working with over 1000+ customers. The ideal candidate is passionate about customer training, managing projects, providing services end-to-end, and working with stakeholders at all levels.

What You'll Be Doing

      • Provide Services that create value and help customers recognize success
      • Create new processes and identify process efficiencies for providing Services
      • Provide guidance to customers and evolve our best practices around RFP response workflows
      • Work closely with customers to support any Content Migration and Styling setup
      • Configure customer accounts with Single Sign-On (Okta, SAML, OAuth, etc.) 
      • Partner with our Customer Success Managers to maintain a smooth transition out of the adoption stage of their customer journey, identify expansion opportunities, and provide ad-hoc and on-going services with customers 
      • Manage consultative scoping calls with customers to inform them of Services price quotes and time estimates for ad-hoc Services projects, and establish trust by delivering on these projects within committed timeframes 
      • Build meaningful relationships with Loopio customers through engaging emails, phone calls, and video meetings, and earning trust by always following through on commitments, and overcommunicating the status of projects
      • Grow and develop best practices and processes as the Loopio platform and our customers evolve
      • Ensure workarounds and new platform learnings are documented to share knowledge with the rest of your team
      • Partner with our Engineering, Product and Design team to stay knowledgeable on the Loopio platform, and to continuously share feedback regarding what should be productized, based on learnings from delivering services
      • Contribute to our Education program by identifying common customer questions and training topics
 

What You'll Bring to the Team

      • At least 1 year of Customer Success or Customer Support experience; preferably in a B2B SaaS environment 
      • Experience in delivering software training, with the ability to convey information in a simple and understandable way
      • You are excited by the idea of being a foundational member of the team- not only can you handle uncertainty, you are energized by the idea of being able to build something from nothing
      • You are excited by the idea of making users comfortable and excited to reach out to ask questions or share feedback by being human, being thoughtful, being a representative of Loopio and creating a great services experience
      • Highly organized and detail oriented with a proven positive track record of managing projects from start to finish 
      • You pay extremely close attention to details including spelling and grammar
      • You enjoy identifying opportunities: opportunities to delight a customer, make things better for the team, further your personal goals, and recognize fellow team members.
      • You don’t ignore or step around gaps that exist
      • You take initiative in exploring unfamiliar areas and concepts with a hands-on approach
      • You’re a Microsoft Suite wizard, especially in desktop publishing using Microsoft Word 
      • Experience writing sales proposals or responding to RFPs is a plus
 

Where You'll Work

    • Loopio is a remote-first workplace because we recognize the advantages of working flexibly. We have two Hub Regions, which means that employees live and work within a 300 KM radius of Toronto (within Ontario) or Vancouver (within British Columbia) and work within regular business hours in their timezone.
    • Loopio’s office headquarters are located in Toronto’s vibrant Kensington Market. Ontario Loopers have the option to work in the office (when it’s safe to do so) or from home, whatever works best for you! Loopio does not have a Vancouver office space and BC Loopers will work remotely from home. 
    • You’ll collaborate with your teams virtually (we’re just a Zoom call away!) and have established core sync hours and focus time during the workday to enable us to work smarter together.

Why You'll Love Working at Loopio

    • Your manager supports your development by providing ongoing feedback and regular 1-on-1s. 
    • You have tons of autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries.
    • You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth (every Looper receives a professional mastery allowance each year).
    • You’ll be set up to work remotely with a MacBook laptop, a monthly phone and internet allowance, and a work-from-home budget to help get your home office all set up! 
    • Join us in quarterly company celebrations and company-wide annual retreat (it’s virtual until we can meet in person again) to celebrate the big wins and milestones as #oneteam!
    • You’ll be joining a culture that has thoughtfully built out opportunities for connections in a remote first environment.
    • We have Employee Resource Groups, House Teams (curious? ask us about it!), virtual yoga, cooking classes and many more moments for us to have fun and learn together! 
    • You’ll be a part of an award-winning workplace and one of Canada’s fastest growing companies with ample opportunity to make a big impact here!
Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds to consider us as a future employer. Please contact Yeniffer, Senior Manager of Talent Experience ([email protected]) should you require accommodations at any point during our virtual interview process.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.