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Customer Enablement Manager - Technical Lead

Employer
Intelligent Reach
Location
UK
Salary
Competitive
Closing date
15 Sep 2021

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Sector
Marketing & PR
Contract Type
Permanent
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About IR and Our Powerful Market Leading Platform

Are you excited about e-commerce, digitalmarketingand new technologies?

At Intelligent Reach, we are driven by the core belief that getting products in front of online buyers across digital sales channels should just be easy. It's why we've built a complete Product Marketing Platform that empowers digital and e-commerce teams at Retailers, Brands and their Digital Agencies, to drastically enhance their digitalrevenuesthroughrobustdata feeds.

Our Platform currently helps+150 leading retailers and brands, such asMissguided,Boohoo, Pretty Little Thing,Marks & Spencer, Next, JD Sports and many more, to seamlessly grow online across 1,400+ digital sales channels.There will be someone you regularly buy from so you're already have some great insight to bring to the table.

As a profitable, fast growth, VC funded multinational business, we are always looking to expand our team with exceptional, new IntelligentReachers!Our values celebrate our team diversities, innovation and spirit, to empower us in driving our performance together.

We take our work seriously but not ourselves, it's a fun and dynamic place to be. Are you eager to create an impact in the e-commerce industry with us?

The Role:

You will be joining a new but pivotal function within the business that is responsible for enabling every aspect of our customers journey with Intelligent Reach, reporting to the Training & Enablement Director.

The role of the Enablement team starts during the sales process, where you will work alongside our sales team to deliver product demos and technical solutions that give potential customers confidence to work with us.

The Enablement team will focus on ensuring that our self-managing customers have access to all of the content and training materials they need (including Knowledgebase Articles, How-To Videos, In-App Walk Throughs and Live Webinars) in order to use the Platform as efficiently as possible.

You will also be responsible for reporting on and driving increased adoption of the Intelligent Reach Platform, including the creation and management of a training academy and communication of new features to both our customers and our internal teams.

As the Technical lead, your focus will be primarily on the pre-sales, onboarding and product focussed elements of the role, but you will be given training for and exposure to the wider role as a route of development.

Responsibilities:
  • To work with our Partnerships and Sales Team as a Product Expert, assisting with Platform Demonstrations and the creation of clear, concise onboarding projects to convert our closed leads into live customers as efficiently as possible
  • Work with new customers to onboard them in a timely and efficient manner, activate and enable them to work on the IR platform as quickly as possible
  • Support our Customer Success and Partnership teams with advanced technical solutions
  • Analyse and run product adoption campaigns on ChurnZero for all key features, working with CSM teams to drive increased adoption
  • Manage promotion campaigns on ChurnZero for new features
  • Run Internal training sessions for Customer Success and Sales staff globally to ensure they know the features how to use, benefits/problems they solve, key use cases and how to train others
  • Assist with building out training and self-help content (Knowledgebase, walk throughs, How to videos etc) for all users for features as they launch, working closely with product management
  • Assist with the creation and delivery of a regular programme of group training sessions delivered online, that the Customer Success team can book customers on to
  • Assist with the creation and management of the Intelligent Reach training certification platform and education programme
  • Previous experience within a SaaS or Technical Implementation/Project Manager Role
  • Ability to manage multiple cross-function projects and processes at any given time
  • A sales savvy approach to identify opportunities throughout customer/partner lifecycle
  • Excellent communication and collaboration skills
  • Customer facing experience leading technical calls
  • An overall passion for Digital Marketing/eCommerce/Technology
  • Client facing experience delivering product demos
  • Experience delivering training either internally or externally
  • Content creations skills - both written and video


Must have:
  • Previous experience within a SaaS or Technical Implementation/Project Manager Role
  • Ability to manage multiple cross-function projects and processes at any given time
  • A sales savvy approach to identify opportunities throughout customer/partner lifecycle
  • Excellent communication and collaboration skills
  • Customer facing experience leading technical calls
  • An overall passion for Digital Marketing/eCommerce/Technology



Nice to have:
  • Client facing experience delivering product demos
  • Experience delivering training either internally or externally
  • Content creations skills - both written and video

Company Benefits:
  • Flexible working
  • Company pension scheme
  • Vitality Healthcare/Half Price Gym membership/Free Starbucks and more....
  • Cycle to work program
  • Free breakfast/fruit
  • Friday drinks from 4pm
  • Brand new open plan office
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