Enterprise Client Success Manager
Job Location: London, England - Full Time (Hybrid / Open to remote in the UK)
Start Date: ASAP
Unfortunately we are not able to offer Visa sponsorship at this time.
About CreativeX
CreativeX is building technology to power every creative decision with data. Our tools and data application help some of the world’s biggest brands, including Unilever, Google, Heineken, and more, measure the quality of their content.
We are looking for someone to join our Client Success team as a Client Enablement Manager to help us achieve our goal of driving product adoption and value realisation across our client base, while building scalable systems and processes that will allow us to successfully manage a growing client base.
This role will report to the Director of Client Success and will be based in London / or Remote within the UK (note: travel to London may be required on occasion). As a Client Enablement Manager you will be responsible for running our client enablement strategy, from creating content and delivering trainings to designing a scalable self-service education repository. Your goal is to equip our users with the knowledge, tools, and resources they need to get the most out of the product. This is a great opportunity to take ownership of an essential piece of our business, deliver immediate impact for our users and scale it strategically.
Who we are looking for:
As a Client Enablement Manager, you'll design and lead both 1:many and 1:few engagements all designed to help ensure our users are successfully adopting CreativeX at critical stages of their lifecycle. You will demonstrate deep product knowledge, workflow standard processes, and change management techniques to provide effective consultation and guidance to your clients on how they can best optimize their use of CreativeX, specific to their needs.
As the founding member of this team, you'll work closely with our Director of Client Success to create our client enablement strategy designed to lead our clients toward sustained success. You'll act as a product expert and adoption consultant, building and leveraging key cross-functional relationships across Client Success, Support, Sales, Marketing, and Product as you deliver an outstanding and value-oriented client experience. You'll use metrics and client feedback to identify new programs and resources needed to better engage and enable our clients.
What you will work on:
- Design and develop a scalable enablement program to ensure diverse user personas adopt and are equipped to leverage CreativeX software and will realize value from the product quickly and continually throughout the client journey
- Build and refresh training content and enablement materials (including webinars, instructional videos, one pagers, product documentation), in close collaboration with marketing & design
- Develop, script and host interactive 1:many webinars and 1:1 education sessions and build curriculum across all learning channels (digital, instructor led etc.)
- Create an effective self-driven learning path to complement the high touch/live model (potential to manage and administer an LMS in the future, or design in-product coaching/prompts)
- Act as a subject matter expert on the products or services offered, providing guidance and support to clients and internal stakeholders
- Define and implement metrics to measure the effectiveness of all training programs and impact on client adoption
- Analyze usage data to identify trends and opportunities to improve client enablement initiatives
- Work cross functionally to scale & elevate the enablement program, particularly with Product & Marketing, and continuously gather and share feedback
Who you are:
- Exceptional presentation, written, and oral communication skills, and specifically skilled in scripting & building content, & leading presentations to both executives & end users
- Demonstrated knowledge of change management, learning and e-learning principles and methodologies
- You have a client-centric mindset with a passion for delivering exceptional client experiences, and take a consultative approach
- A proactive and strategic leader who is able to think creatively and innovatively
- A self driven learner, who is comfortable with ambiguity and highly adaptable & resilient when responding to change
- Highly organized and skilled with project management, and meticulous with details, allowing you to work across several projects/clients concurrently
- Well-versed in data analysis and reporting (and comfort with googlesheets/excel)
- A resourceful problem solver who can work under pressure of deadlines and client expectations
- A team player, who can also work autonomously with minimal direction
Preferred Qualifications / Experience:
- SaaS experience (required)
- 4+ years of experience in a Customer/Client Enablement Role, supporting enterprise clients with multiple audiences at various stages of their lifecycle
- Experience at a start up or building an enablement program from the ground up
- Eexperience working with users in the marketing, branding or advertising space
- Bonus points for: Project Management certification, experience as a CSM or Account Manager, Spanish language skills
The preferred qualifications are not dealbreakers! At CreativeX we encourage applicants of all backgrounds and identities to apply for roles that align with their own interests and career trajectory. If you see yourself in this role, we would love to see your application!
What we Offer:
🍎 Fully paid medical, dental, and vision (US) and Private Medical Insurance and Health Cash Plan (UK)
✈️ Generous time off + bank holidays
📚 Education budget to be used for individual learning experiences or grouped with your team for joint learning
🧘 Annual subscription to Calm and Headspace for your mental wellbeing
🎟 Monthly coaching to talk to a trained professional about career goals, relationships, and personal development
💵 Competitive salary and commission plan including stock options, as we believe that everyone should have a stake in the business
🍼 3-month full pay parenting leave for all employees who have been with the company for one (1) year
🪴 Employee contributions to a 401(k) once they have completed their eligibility period
CreativeX provides equal employment opportunities for all applicants and employees.
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