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Director of Customer Enablement

Radicle Health

Radicle Health

Customer Service
Austin, TX, USA
Posted on Friday, February 2, 2024
Radicle Health acquires, invests, and operates mission critical human services software (SaaS) companies. We believe that human services agencies and the people they serve deserve functional, modern, and easy-to-use software. And we believe we're the ones to build it. Radicle Health is backed by Alpine Software Group (ASG), a leading private equity investor in vertical SaaS businesses.

Job Description:

The Director of Customer Enablement plays a pivotal role within Foothold Technology's CX organization, reporting directly to the VP of Customer Experience. This leadership position is instrumental in ensuring the successful onboarding of new clients and the ongoing enhancement of services for existing customers. The director is responsible for refining and executing processes related to software implementation, add-on integrations, billing platform setup, and customer training. This strategic yet hands-on leader is key to shaping the initial customer experience, setting the stage for long-term satisfaction and success.

As the first step of the customer journey after the contract is signed, this team's mission is to ensure a smooth and efficient onboarding process. The ideal candidate will possess the expertise to break down complex processes into manageable steps and optimize them for maximum efficiency.

Key Responsibilities:

  • Upholds and Models Foothold's Core Values: Embrace and model our core values, including recharging, working in service of our customers' missions, celebrating diversity, supporting colleagues, and embracing growth and change.
  • Leads an Engaged and High-Performing Customer Enablement Team: Build and manage a team of implementation specialists, fostering a culture of high performance, accountability, and continuous improvement. Achieve an eNPS score of ≥ 70 within the team.
  • Drive Best-in-Class Onboarding Experience: Enhance the onboarding process to provide customers with an exceptional experience. Act as a thought partner and consultant, aiming for over 90% SLA attainment.
  • Optimize Implementation Processes: Develop and refine implementation methodologies to improve efficiency and customer satisfaction. Establish clear, repeatable processes for each stage of customer engagement, monitor and adjust as needed.
  • Ensure Seamless Cross-Functional Collaboration: Facilitate effective collaboration between the implementation team and other departments, ensuring clear and consistent communication and alignment of efforts.
  • Develop and Manage a Comprehensive Professional Services Portfolio: Oversee and continuously improve a range of professional services offered, including implementation, training, billing, and administrative services. Innovate and develop new service offerings in response to evolving business needs.
  • Champion Continuous Improvement and Customer Feedback Integration: Drive ongoing enhancements in implementation and service delivery based on customer feedback and industry trends. Ensure the team is responsive to customer needs and systematically integrates feedback into service improvements.
  • Deliver on Key Performance Indicators and Customer Satisfaction Metrics: Ensure the team consistently meets or exceeds set KPIs, focusing on on-time implementations and high post-implementation customer satisfaction scores.

Experience:

  • Proven track record in strategic leadership, especially in a technology-driven environment.
  • Expertise in managing and optimizing complex processes.Strong knowledge of Salesforce and process tracking tools.
  • Ability to break down and articulate each step of the customer journey.
  • Experience managing a team of managers and a track record of successful delegation and task management.

Expectations (First 60/90 days to 1 year):

In the first 60/90 days to 1 year, the Director of Customer Enablement will be expected to optimize the customer onboarding process, improve process efficiency, and enhance customer satisfaction scores. Additionally, they should successfully manage a team of 10 direct reports, implement necessary tools and methodologies, and establish clear communication with cross-functional teams.

The expected range of base pay for this position is $160,000 - $180,000. Salary ranges are dependent on a variety of factors, including qualifications, experience and geographic location. Range is not inclusive of bonus or benefits. More information about the salary range specific to your working location and other factors will be shared during the hiring process.

Radicle Health is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Radicle Health does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.