Customer Enablement Manager

Sales Mill Valley, California


Description

Our mission is to help people everywhere find a job and company they love.  We are disrupting an industry by changing how people search for jobs and how companies recruit talent. The Glassdoor Customer Enablement Team is responsible for delivering a world-class experience to the largest base of Glassdoor’s Employer customers. As the team is scaling rapidly with our businesses growth, we look to continue to deliver compelling service offerings to our customers via a data-driven proactive outreach approach.  The individuals that make up this team are innovators. Each individual is not only changing the way Glassdoor is working with customers, but are also active participants in shaping Glassdoor’s customer success team to meet the changing needs of customers and markets worldwide.

Role Description

As a Customer Enablement Manager, you will help shape the Glassdoor experience for thousands of Glassdoor contacts and their business. Internally, you will bring ideas around scaling, operationalizing, automating, and developing best practices around Glassdoor’s largest base of customers. You will play a key role in understanding a customer's business needs and working with them to bring value to their business via Glassdoor. At the same time, you will help internal teams understand why a customer would churn or choose to grow with our services.  Our customers will view you as an expert in the employer branding and recruiting space as you engage in regular conversations with them about their business needs, employer branding, and the recruiting market.

Responsibilities

  • Ensure the success of your customer base with their purchased Glassdoor services by analyzing their usage and formulating recommendations to optimize their recruiting strategies
  • Focus on successful onboarding and implementation, campaign optimization, at risk, and growth factors as proactive outreach touchpoints
  • Function as the voice of the customer and provide internal feedback on how Glassdoor can better serve our larger customer base
  • Maintain a deep understanding of the product and market and speak with customers about the most applicable use cases relevant to their specific business needs
  • Regularly analyze key account base metrics and identify risk factors and new growth areas, working proactively to eliminate risk wherever possible
  • Work with manager on collaborating with cross-functional teams to scope out business opportunities and to deliver results (e.g. product enhancements, marketing needs, implementation improvements)
  • Exemplify an outcome/results-oriented approach
  • Think creatively and help develop innovative programs and solutions ensuring user base delight while implementing customer segment-specific strategies; work with your leader and cross functional teams to execute on those programs
  • Take a data-driven approach to making decisions within your role, analyzing trends within your base to constantly improve and iterate on your best practices

Requirements:

  • BA or BS degree or equivalent work experience
  • 1-2 years experience in account management / customer success, sales, online marketing, or consulting
  • Excellent organizational, analytical and influencing skills
  • Excellent written and communication skills
  • Ability to deliver results in fast paced environment
  • Data-driven thinker with ability to analyze information
  • Self-motivated team player who has fresh ideas when it comes to user adoption, program optimization, and churn mitigation
  • Enjoys working closely with customers to ensure complete satisfaction
  • A real go-getter who takes the initiative to get things done
  • Familiarity with Salesforce, Zendesk, Gainsight, and/or other media and the recruiting space is a plus

Why Glassdoor?

  • Work with purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member; all employees receive 3 paid volunteer days per year
  • 100% company paid medical/dental/vision/life coverage; 80% dependent coverage
  • Equity in a late stage startup backed by top-tier VCs
  • Sunny & peaceful Mill Valley offices located right on the water
  • Walking, running and biking trails steps away from the office
  • Onsite gym and fitness classes
  • Free catered lunch; new menu daily
  • Paid holidays and flexible paid time off
  • Your choice between Mac or PC
  • Dog-friendly office (with dog-free zones if you are so inclined)
  • Free parking

Glassdoor is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Glassdoor is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.