Sr. Manager Enablement, Client Experience
Ontic
Austin, TX, USA
Posted on Sep 21, 2024
Who We Are
Ontic makes software that corporate and government security professionals use to proactively manage threats, mitigate risks, and make businesses stronger. Built by security and software professionals, the Ontic Platform connects and unifies critical data, business processes, and collaborators in one place, consolidating security intelligence and operations. We call this Connected Intelligence. Ontic serves corporate security teams across key functions, including intelligence, investigations, GSOC, executive protection, and security operations.
As Ontic employees, we put our mission first and value the trust bestowed upon us by our clients to help keep their people safe. We approach our clients and each other with empathy while focusing on the execution of our strategy. And we have fun doing it.
Who You Are
Ontic is looking for a Sr. Manager of Enablement, Client Experience to develop and execute strategies that empower our enterprise Client Success and Services teams to achieve their goals, drive business retention and reduce churn. This role will involve implementing strategies and programs that enhance the effectiveness of our client-facing teams.
The Sr. Manager of Enablement, Client Experience will focus on enabling our Client Success and Services teams to deliver superior client experiences through the adoption of proven client success frameworks, driving client satisfaction through at times complex enterprise level client interactions, and fostering consistent client retention and growth. Enablement areas will also include operational processes, tools and software related to Client Success and Services job duties.
The ideal candidate will have a strong background in client experience management, exceptional leadership skills, the ability to foster alignment between Client Experience leadership and a passion for creating client-centric solutions.
Key Responsibilities:
- Strategy Development: Develop and execute a comprehensive client experience enablement strategy that aligns with the company’s business objectives and enhances overall client satisfaction
- Training & Development: Design, facilitate and implement training programs for client-facing teams, including onboarding, ongoing training, and professional development, to ensure they have the skills and knowledge to deliver exceptional client experiences at the enterprise level
- Process Improvement: Identify and implement best practices and processes that enhance client interactions and streamline client service delivery. Continuously assess and refine client engagement strategies to improve efficiency and effectiveness
- Strategic Program Creation: Oversee the strategic ideation and distribution of client experience programs and related materials, such as playbooks, presentations, and client assets, ensuring they are relevant, current, effective and strategically shared throughout the client lifecycle
- Tool & Technology Management: Identify, implement, and manage client success enablement tools and technologies that enhance productivity and effectiveness. Ensure proper training and adoption across client experience teams
- Performance Measurement & Coaching: Develop and track key performance indicators (KPIs) related to client experience and enablement. Use data and feedback to make informed improvements, report on progress to senior leadership and provide opportunities for coaching enterprise level Success and Services professionals
- Collaboration: Work closely with cross-functional teams, including operations, sales, product, and customer support, to ensure alignment and integration of client experience strategies across the organization
- Innovation: Stay current with industry trends and best practices in client experience and enablement. Introduce innovative approaches and technologies to enhance client interactions and drive continuous improvement
Requirements:
- Bachelor’s degree in Business, Marketing, Customer Experience, or a related field. Master’s degree or relevant certifications (e.g., Certified Customer Experience Professional (CCXP)) preferred
- 7 plus years of experience in client experience management, customer success, or a related field, with a proven track record of enhancing client satisfaction and driving service excellence. Experience leading teams is required
- Strong strategic thinking and problem-solving abilities
- Excellent communication, presentation, and interpersonal skills
- Proficiency in client experience management tools and technologies (e.g., CRM systems, client feedback platforms)
- Ability to analyze data and metrics to drive decisions and improvements
- Demonstrated leadership and project management skills
- A client-focused and results-oriented leader with a passion for creating and delivering exceptional client experiences
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Ontic we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
Ontic prioritizes the full inclusion of qualified individuals, providing necessary accommodations for those with disabilities to perform essential job functions. If you need assistance during the application or interview process or job tasks, please contact us at recruitment@ontic.co or call (512) 572-7400
Ontic does not provide sponsorship for employment visas or work authorization for this role. Applicants must be legally authorized to work in the US without requiring sponsorship, now or in the future
Ontic Benefits & Perks
Competitive Salary
Medical, Vision & Dental Benefits
401k
Stock Options
HSA Contribution
Learning Stipend
Flexible PTO Policy
Quarterly company ME (mental escape) days
Generous Parental Leave policy
Home Office Stipend
Mobile Phone Reimbursement
Home Internet Reimbursement for Remote Employees
Anniversary & Milestone Celebrations
Ontic is an equal-opportunity employer. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable law.
All Ontic employees are expected to understand and adhere to all Ontic Security and Privacy related policies in order to protect Ontic data and our clients data.