Business Systems Success and Enablement Manager

3 weeks ago

Peterborough, Peterborough, United Kingdom CDW Full time
Customer Success Management: As the primary point of contact for customer success, you will work closely with customers to understand their needs, address concerns, and ensure their satisfaction with the released product.

Enablement and Training: Provide collateral, training, and support to customers and internal teams to ensure successful adoption and utilization of released software, driving maximum value for all stakeholders.

Gather, Maintain, and Analyze Customer Feedback: Use data-driven insights to refine enablement strategies and drive continuous improvement in product offerings and customer experience.

Build and Maintain Strong Relationships: Work closely with cross-functional teams, including Product Management, Development, and Support, to ensure alignment and smooth transitions throughout the product lifecycle.

Performance Metrics: Define and track key performance indicators (KPIs) related to customer success and product adoption, regularly reporting on progress to senior leadership.

Industry Best Practices: Stay informed about industry best practices, emerging technologies, and trends in release management and customer success, incorporating them into our practices and strategies as appropriate.

Change Management: Lead change management initiatives related to software rollouts, ensuring smooth transitions and minimal disruption to the business.

Customer Advocacy: Act as the voice of the customer within the organization, advocating for their needs and priorities during product development and release planning.

Risk Management: Identify and mitigate risks associated with product releases and customer adoption, ensuring that potential issues are addressed proactively.

Requirements: Minimum of 5 years of experience in business change, customer success, or technical enablement within software development.

Key Skills: Strong analytical skills, with the ability to interpret data and make data-driven decisions.

Agile Methodologies: Familiarity with Agile methodologies and practices, particularly in the context of software development and release management.

Change Management: Proven experience in change management and driving successful adoption of new technologies or processes within an organization.

ServiceNow: Previous experience with ServiceNow in a similar or applicable role.

Certifications: Certification in Agile, ITIL, or a similar framework.

Customer Success Platforms: Experience with customer success platforms or CRM systems, particularly in a B2B environment.

SaaS Business Models: Knowledge of SaaS (Software as a Service) business models and associated customer success strategies.

CDW: CDW is an equal opportunity employer committed to maintaining a policy of non-discrimination towards all coworkers and applicants for employment in all aspects of employment.

Benefits: Life Assurance, Competitive Contributory Pension, Private Medical Insurance, Enhanced Maternity Pay, 25 days holiday + bank holidays, Option to buy additional holiday, Dental Insurance, Season Ticket Loan + additional perks

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