CS Enablement Specialist
MURAL provides digital workspaces for guided visual collaboration to 95 percent of the Fortune 100. Different from online whiteboarding and design software, the MURAL® platform transforms teamwork by making meetings and workshops interactive experiences designed for problem solving, play, and imagination. Tens of thousands of teams at companies such as IBM, Intuit, Facebook, Publicis Sapient, SAP, Thoughtworks, and Atlassian use the MURAL platform to foster imaginative teamwork and turn shared ideas into a shared reality—at any time and from anywhere.
Headquartered in San Francisco, California, but driven by a remote-first, global mindset, MURAL employs over 800 “MURAListas” around the world. MURAL is on a mission to level up teamwork with imagination so that working together is more fun and innovation happens faster. MURAL has raised $200M in financing to date and is growing rapidly to fulfill its mission.
YOUR MISSION
Our belief is simple: making customers better, makes better customers. As CS Enablement Program Manager you will grow our business by applying a scalable systems approach to advancing the operational excellence of MURAL’s Customer Success team within a hyper growth environment.
You’re responsible for creating an exceptional experience with responsibility for the following duties:
- Translate customer business goals into scalable operational execution plans and playbooks
- Motivate and inspire CS teams to invest in the cycle of continuous evolution of our approach and systems
- Provide standard, high quality onboarding program for all customer-facing employees to assist with rapid ramp
- Create standardized quality of service by customer segment and global region
- Create and iteration on centralized documentation & SOP hub
- Cross-functional team communication and workflow SOP
- Collaborate with cross-functional teams (Marketing, Product, Sales) to prioritize a cohesive and innovative customer experience
YOUR PROFILE
As CS Enablement Program Manager you will develop the scalable toolkits that our Customer Success and Account Management teams can utilize to improve both quality and scalability. You will develop systems and engagement point playbooks to turn our current customer base into MURAL fanatics by showing how easy and fun it is to collaborate in MURAL.
We are obsessed with creating a world-class customer experience and looking for candidates who share our fiercely customer-centric mindset.
Our desired candidate will have:
- BA/BS degree or similar university level education
- 5+ years experience in Customer Success, Account Management and/or Customer Support at a SaaS organization
- 5+ years experience driving scalable playbooks within a hyper growth environment
- 5+ years of experience creating and rolling out enablement programs at scale
- An intrinsic love of creating efficiency and clear communication of SOPs across global CS teams
- Gain fulfillment from helping empower Customer Success teams to continue to provide optimal outcomes for customers
- A highly responsive, outgoing, energetic representative of MURAL
- Systems thinker who loves to continuously improve the teams SOPs and operational efficiency
- Ability to manage and interpret customer behavior/data to create valuable business outcomes
- An undying concern about new, better ways to solve problems
#LI-Remote #LI-YM1
Please submit your resume in English.
WHAT WE OFFER
In addition to being part of our quest to help people empower their imagination, we offer:
- Competitive salary
- 401K (US only)
- Company equity
- Health insurance
- Fertility benefits
- MURALvida stipend (for fitness, wellness, learning and coworking)
- Fully remote team
- Parental leave
- End of year closure
- Design thinking trainings
- MURAL free forever plan
OUR VALUES
We bring people to our team that care about our mission to inspire and connect creative people globally, and who feel aligned with our values:
- Make others successful
- Adapt to thrive
- Play to wow
- Think global
- Experiment like an owner
Practicing equality through imagination work.
MURAL is committed to creating diverse and inclusive workspaces where people can make a positive impact on the world and share their vision of how they achieve it. We are dedicated to working alongside multiple communities to help build this dream and bring it to life.