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Customer Enablement Manager

OTA Insight

OTA Insight

Customer Service
Dallas-Fort Worth Metropolitan Area, TX, USA
Posted on Wednesday, June 26, 2024

At Lighthouse (formerly OTA Insight), we’re on a mission to reimagine commercial strategy for the hospitality industry. Our commercial platform simplifies data, transforming complexity into confidence with actionable market insights, business intelligence, and pricing tools that maximize revenue.

We successfully raised 80 million in series of B funding, we welcomed four companies to our organization and want to grow over 100 million in ARR in 2024. With more than 560 teammates illuminating the way, representing 34 nationalities living in 35 different countries of which 175 in Belgium alone, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionizing the hospitality sector? 🚀

The Customer Enablement Manager will be a critical member of our Customer Operations team, responsible for enhancing the performance and productivity of our global customer operations team. This role requires the development of training for all products and a variety of job and role skills such as customer care, implementation, operations and customer success. Outputs include onboarding programs, training programs, skill and product refreshes, remote learning content and systems, in person training curricula and content, and delivery of some of this content. The successful candidate will collaborate with the leaders of these respective functions, who have subject matter expertise, to create a globally consistent and well structured formal training practices to ensure Customer Operations scalability and quality of service.

What you will do:

  • Own customer operations team training through playbook and content creation, training with the customer teams, and ongoing operational preparedness as new features or products are released. Adapt playbooks and skill set development training with special attention to approach for scaling up teams.
  • Develop and deliver training action plans for the launch of products and strategy to provide continued support in driving support performance and customer satisfaction.
  • Own Customer Operations GTM readiness through collaboration with Customer Care, Product, Engineering, Account Management, Marketing and Product for product, feature releases and enhancements training.
  • Own product training for all Customer Operations teams with material and content from new hire readiness to ongoing academy sessions designed to focus on training needs based on results, skill set development, and team member roles.
  • Create and deliver new hire training, onboarding, and ongoing training curriculum in collaboration with Growth Ops leads, managers and cross functional teams.
  • Execute on content creation or modifications across our customer engagement platforms (360 Learning) and corporate wiki (Confluence).
  • Find opportunities to improve tools, simplify the post sales motion related to onboarding, implementation, ongoing customer care, and advance success of each customer persona for all products.
  • Define, track, and report on key performance metrics and enablement program effectiveness, making data-driven adjustments as needed.

Who you are:

  • The ideal candidate has a Bachelor's Degree in Hospitality, Business, Communication, or Learning & Development.
  • 4+ years of experience in related roles: enablement, consulting, coaching, sales, program management, sales strategy, change management.
  • 2+ years of relevant experience within the hospitality business, or with a SaaS company.
  • You have experience in adult education, coaching, enabling, training and mentoring a global team, expertise in Confluence and LMS platforms is a strong plus.
  • You are fluent in English and have excellent written and oral communication skills.
  • You have a proven track record of successfully training a Customer Care organization to develop strategies for team scale.
  • You are a strategic thinker that tries to find ways how we can scale as fast and as effectively as possible.
  • Enablement serves a global team and this role will be dedicated to supporting all regions. You must have overlapping hours with our APAC and EMEA team.
  • You are a team player and always eager to help colleagues to overcome objections and challenges.
  • You are not afraid for challenges or objections, you are motivated by them and a creative thinker that comes up with ideas how to tackle them and see an opportunity rather than a challenge.
  • You have proven skills in relationship building both internally and externally.
  • You have no problem working in a fast paced environment where objectives and projects might change in order to scale.

What's in it for you?

  • Flexible time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively.
  • Workshops and frameworks that help employees realize their full career potential.
  • The opportunity to shape the products that more than 85,000 users rely on worldwide.
  • The chance to grow and evolve the data culture at a fast-growing scale-up.
  • A compensation program that values your work and which we will proactively keep competitive.
  • 401k matching up to 4%.
  • The option of three health insurance plans from Blue Cross Blue Shield that will suit your personal needs. 99% company contribution towards the base plan and 50% coverage for dependents and spouses. 25 dollars/month contribution to HSA.
  • We know not everyone relaxes the same way; therefore, we’ve opted to support your general wellbeing by subsidizing up to 80% of your monthly ClassPass subscription.
  • A referral bonus scheme when you bring new talent to our #bestteamever!

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is not just a policy; it's part of our culture.

If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply.

We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry.