Jobs and Careers

Senior Customer Enablement Manager

United States, United Statesfull_timeVerifiedPosted 29 May 2025

💰 $90,000/yr

About the role

VitalSource®, is hiring a Senior Customer Enablement Manager to contribute to our Customer Operations team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will be still considered. This is a remote role with a travel requirement of up to 10% for occasional team settings, conferences, etc. In this role, you will join the Customer Enablement team, dedicated to enhancing customer experience and driving product adoption. Collaborating closely with Customer Success Managers, the team provides a holistic view of clients’ interactions with VitalSource. Your primary responsibility will be to ensure positive outcomes for customers using VitalSource’s suite of products and services by offering guidance on best practices, coaching them toward self-sufficiency, and delivering exceptional support.VitalSource is a mission-driven company delivering affordable, impactful learning to anyone, anywhere. Key Responsibilities:Client Support:

Build and maintain strong relationships with clients, serving as a knowledgeable, responsive, and reliable point of contact for addressing their needs and ensuring their success.
Triage of client usage and product usage issues
Escalations to Internal teams as needed
Salesforce case management and documentation

Analysis:

Identify and address gaps in customer experience, product adoption, and knowledge across the organization.
Categorize volume of client Salesforce cases
Identify operational efficiencies and recommend proactive solutions
Synthesize & escalate client-specific issues

Customer Communication:

Serve as an escalation point for critical customer issues, ensuring swift resolution and customer satisfaction.
Maintain high-level customer communications and engagement, delivering strategic insights and recommendations directly to customers and internal stakeholders.
Tier 4 customer program management
Term cycle preparedness
Proactive messaging to customers to anticipate requests

Customer Engagement:

Continuously identify opportunities for customers to maximize their use of VST tools, pushing best practices and proactive guidance at key customer touchpoints.
Establish frameworks for anticipating customer needs and shaping future product enhancements.
Guide customers through best practices for product usage
Monitor and be responsible for Salesforce queue integrity
Partner with Manager, Customer Enablement to evaluate team operational efficiency/effectiveness
Ensure all customer communication is tracked and categorized properly in Salesforce
Maintain timely response and resolution metrics
Ensure case data integrity in Salesforce (i.e. closing cases, type/subtype review, queue statuses, etc.)
Guide and inform support/outage/escalation protocol in partnership with Integrations and Product
Regularly identify repeatable processes that could be documented for Operations to take on
Conduct needs assessments every term with Publisher and Campus Retailer CSMs to craft proactive customer messaging for training, product feature releases, and sourcing content/metadata/adoption data.
Stay knowledgeable about product changes and new features; provide feedback to Product and Integrations early and often
Regularly communicate with CSMs to maintain alignment on specific customer success plans/progress