Client Success Enablement Manager

2 months ago

Kuala Lumpur, Malaysia Wonders Full time

**About us**:
Here at Wonders we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our platform. In-turn empowering them to focus on creating a better experience for their customers while helping their business thrive.

We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed

**What you'll accomplish**:
**Client Success Development**:

- Collaborate with marketing, product, and Sales teams to create and curate relevant client success collateral, presentations, case studies, and other materials.
- Develop content that addresses different stages of the client success cycle and caters to various client revenue events (at-risk, churn, referral, upsell lead-gen, etc).
- Ensure that content is up-to-date, accurate, and aligned with the company's messaging and branding.
- Identify better and helpful ways to utilize Totango
- Develop clear processes and protocols on how Totango & Salesforce work together to enable the CSMs

**Client Success Training**:

- Design, implement, and manage comprehensive client success training programs for both new hires and ongoing development of the client success team.
- Create training materials, modules, and resources that cover product knowledge, objection handling, client communication techniques, and industry trends.
- Develop repeatable paths & content for cross-sell lead gen and upsell
- Regularly gather feedback from the client success team and adjust training accordingly.
- Develop and maintain a library of client success resources, including playbooks, product knowledge training, objection-handling guides, and competitive analysis.

**Onboarding and Ramp-up**:

- Update and improve the new client success hires to quickly grasp the company's value proposition, products, and client success techniques.
- Support new hires during their initial ramp-up period to ensure a smooth transition into their roles along with the Client Success team leads.

**Client Education & Client Experience**:

- Collaborate with Product Marketing to create client-facing Product education content for new product and new feature launches to drive adoption
- Collaborate with Onboarding and Marketing to design client-facing content to improve the client onboarding experience

**Performance Measurement**:

- Establish key performance indicators (KPIs) to measure the effectiveness of client success enablement initiatives.
- Regularly assess the impact of training programs and content on client success performance and adjust strategies as needed.

Continuous Learning:

- Stay up-to-date with industry trends, client success methodologies, and best practices in client success enablement.
- Attend conferences, webinars, and workshops to further develop your own expertise.

**Requirements**:

- Bachelor's degree in Business, Marketing, or a related field.
- Bilingual in English and Mandarin.
- Proven experience in client success enablement, client success training, or a related role.
- Strong understanding of client success processes and methodologies including renewals, upsells, cross-sells, and new product launches with existing clients.
- Excellent communication, presentation, and interpersonal skills.
- Experience with CRM/CSP and client success technology tools.
- Analytical mindset with the ability to use data to drive decisions.
- Strong project management and organizational skills.
- Ability to work collaboratively across departments.
- Results-oriented with a focus on continuous improvement.

Join our team as a Client Success Enablement Manager and contribute to the growth and success of our client success organization. Your efforts will directly impact our client success team's ability to effectively engage with customers and drive satisfaction.

Wonders is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.

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