Channel Success & Enablement

Customer Success Enablement is responsible for XOPS SaaS customer success in the adopt, expand and renewal stages of Channel development and Sales programs to improve customer onboarding, success, and self-service support, ensuring a high-quality customer experience while scaling the company’s support capabilities.

Responsibilities: - Design, test, and launch automated onboarding communications for efficient customer setup.

- Create and implement Channel Customer Success playbooks to monitor and support account health throughout the customer lifecycle. - Analyze customer support tickets to identify opportunities for continuous improvement or addition.

- Own the Adopt, Expand and Renewal stages of contract customer engagement success and enhance.

- Coordinate with technical teams on new feature content development and demonstrations.

- Develop a comprehensive webinar strategy for Channel customer training and engagement.

- Overhaul internal resources to improve team knowledge and customer support efficiency. -

Develop the Customer Success Enablement team tools to achieve objectives.

- Critical thinking leadership for the long-term vision for Customer Success Enablement and eLearning initiatives.