Sr. Revenue Enablement Manger, Global Customer Solutions

We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations  discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

The Opportunity

The Sr. Revenue Enablement Manager, Customer Solutions will be responsible for supporting the UserTesting Customer Solutions Teams (Customer Success & Renewal Managers), through a strategic, ongoing process that equips them with the tools, resources, and skills to make them more efficient. This role is focused on driving the enablement of key initiatives that result in better customer growth, customer retention, and executing programs that maximize customer value. This position entails a high degree of cross-functional collaboration, requiring adeptness in liaising with diverse teams beyond the CSO and SC Organizations, such as Sales, Marketing, Operations, and Product, among others.

The scope of this role will focus on the four pillars defined and owned by UserTesting Revenue Enablement:

1. Training & Development
2. Communications
3. Tools & Resources
4. Engagement & Activation

• Process & Playbook: Develop a repeatable process for CSMs and RMs as they navigate through the customer journey. This includes the sales to post-sales handoff process and implementation best practices, all the way through to the renewal.
• Customer Success Training: Partner with the Customer Success Leaders and team to identify gaps in performance and develop recommendations and programs to improve CS execution, serving as lead for 1:1, manager-led, and targeted learning programs.
• Renewals Training: Partner with the Renewals Leaders and team to identify gaps in performance and develop recommendations and programs to improve renewal rates. Build out process documentation and develop scalable programs to drive renewals efficiency.
• Methodology: Ongoing reinforcement training of UserTesting’s Sales and Customer Solutions Methodology, MEDDICC, and Command of the Message. 
• Certifications: Develop certifications for delivering use case specific demonstrations to ensure that the UserTesting Customer Solutions team is equipped with the knowledge and skillsets to execute at the highest level.
• Performance KPIs: Drive towards CSM and RM metrics and KPIs, developing training and enablement to align with the desired outcomes.

What we're looking for

• Advanced level experience in Enablement & Training
• Experience as a Customer Success Manager, Renewal Managers, or Solutions Consultant
• Preferred experience in a fast-growing SaaS sales environment
• Previous experience with MEDDICC and Command of the Message
• Excellent communication skills (both written and verbal) and comfort with public speaking
• Self-motivated and able to execute project-based work

Perks & Benefits

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking 
• Flexible Time off (Full time salaried (exempt) employees)
• 12 Days of observed holiday entitlement
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan 
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
• Perks at Work discount scheme
• Pet Insurance reimbursement 
• Employee Referral Programme
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserT