Head of Customer Enablement

| Remote
Sorry, this job was removed at 5:22 a.m. (PST) on Thursday, September 16, 2021
Find out who’s hiring remotely
See all Remote jobs
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.
MURAL is on a mission to inspire and connect imagination workers globally.

MURAL is a digital workspace for visual collaboration that connects over 75 percent of the Fortune 100. Teams at global enterprises including IBM, USAA, E-Trade, Intuit, SAP, Atlassian, Autodesk, and GitHub embrace visual collaboration to run more productive meetings and workshops. This leads to a more creative, engaging, and fun way of working together, all in a welcoming, simple-to-use online space.

Headquartered in San Francisco, California, MURAL employs over 700 people 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. The MURAL® platform transforms teamwork by making meetings and workshops interactive experiences designed for problem solving, play, and imagination. MURAL has raised $200M in financing to date and is growing rapidly to fulfill its mission.

YOUR MISSION

Our customers are invested in transforming the future of work. We are in a position to employ our expertise, product and services to help them realize their vision. Our customers are accelerating new ways of working quickly and they need help to drive change management within their organization.

As the Head of Customer Enablement, you will grow our business by ensuring all MURAL customers can realize value quickly, become proficient at utilizing MURAL fully and helping drive facilitation and collaboration best practices through our customers' organizations.

You’re responsible for creating an exceptional experience with responsibility for the following duties:  

  • Manage a global team of 20+ Collaboration Coaches 
  • Drive time-to-value and stickiness KPIs across the team 
  • Create playbooks to onboard customers into MURAL by providing live, hands-on training with consultative tone 
  • Employ on-demand, automated training and enablement programs for customers. 
  • Orchestrate WOW moments as our first impressions with every global customer we serve.
  • Facilitate 90-day check-ins with all onboarded customers to ensure they’ve achieved value, provide further assistance, and share customer stories with the MURAL team
  • Understand all the ways our customers want to consume content, training and best practices and get creative on our delivery mechanisms and consumption models. It is yours to build so go crazy!
  • Monitor KPIs and OKR progress via dashboards and other CS tools you chose to license.
  • Coordinate with cross-functional teams (Marketing, Enablement, Product and Sales) to prioritize a cohesive and innovative customer experience that is seamless for customers
  • Constantly test, learn and create new and creative ways to help our clients become experts on MURAL and drive collaboration 
  • Run experiments that lead to packaged collaboration coaching offerings or playbooks; Drive the process of turning some of these playbooks into tech-touch solutions
  • Design training programs that deliver more than just learning; make strategic use of tactics like challenges, incentives, and checkpoints to drive post-training action and adoption
  • Personalize training programs to various personas and seniority levels to maximize relevancy and likelihood of success and adherence 
  • Determine appropriate hiring profile for Collaboration Coaches and help drive recruiting and hiring process for team

YOUR PROFILE

The top candidate will be able to convey how exciting MURAL is live, through on demand enablement assets and tech prompted triggers.. You will turn our current customer base into MURAL fanatics FAST 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. 

The person who will crush it in this role will have and continuously  develop (we love to geek out and continuously improve as individuals and a team) the following skills and expertise:

ORCHESTRATE FIRST IMPRESSIONS

  • Create and execute the best kickoff and enablement experience any customer has ever experienced - Make it a WOW moment right from the start!
  • Apply contextual learning to drive transference in a way that solidifies change management within our customers organization
  • Establish a comprehensive discovery motion to direct where Collaboration Coach’s can deliver impact for customers 

DRIVE ADOPTION

  • Ensure a solid foundation of MURAL proficiency across key use cases 
  • Identify core time to value KPIs that are collaboration catalysts
  • Drive adoption of collaboration milestones via killer combos of content and consumption models
  • Test and iterate to create viral loops of collaboration 

BUILD OPERATIONAL INFRASTRUCTURE TO SCALE

  • Devise and install early signal tools and reporting to drive plan for the timing and content of customer touchpoints 
  • Employ a product lead growth and deeply analytical approach to segmenting and then pathing customers to appropriate enablement tracks
  • Collaborate cross-functionally and then lock down processes to ensure our customers have a seamless journey 
  • Build for scale….did I mention we were growing like crazy!

LEAD

  • Recruit, coach, mentor and grow a team of global Collaboration Coaches
  • Develop and communicate a clear vision for the collaboration team 
  • See around corners and apply a forward thinking strategy that will meet the needs of our growth trajectory
  • Motivate your team to execute with rigor, discipline and creative collaboration 

Our first round draft pick candidate will have:

  • 8+ years experience in Customer Success, account administration and support at a SaaS organization
  • Experience managing a client facing team at an Enterprise focused SaaS organization
  • Ability to deal with ambiguity, solve complex problems, and collaborate effectively across multiple stakeholder groups and cross-functional teams to drive results
  • Experience managing enterprise client business executive stakeholders and navigating their environments
  • Outstanding C-level verbal, written, and visual presentation communication and facilitation skills; A responsive, outgoing, energetic tone when engaging with others 
  • Very comfortable with technology
  • Gain fulfillment from helping others by means of public speaking, training 
  • A self-starting, independent approach to managing your own work
  • Great project management skills and the ability to create and launch new initiatives 
  • Ability to manage and interpret customer behavior/data to create business opportunities
  • A passion to help customers succeed and empathize with them
  • An undying concern about new, better ways to solve problems
  • A willingness to work independently in the office or from remote locations
  • Get out of bed every morning ready to apply a testing mindset to all that you do

Ideally you have...

  • You have experience in design thinking and creative disciplines or are willing to learn
  • You have worked closely with Design, UX, Research and Product Management roles in the past

#LI-Remote

#LI-VM1

WHAT WE OFFER

In addition to being part of our quest to help people empower their imagination, we offer:

  • Competitive salary and benefits
  • Flexible working hours
  • Ability to work remotely
  • Flexible time off
  • Professional development opportunities
  • Learning stipend
  • Wellness stipend
  • MURAL free forever plan
  • Design Thinking + Facilitation trainings

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. 

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Location

Headquartered in Buenos Aires and San Francisco, our teams are spread across the US, Canada, Spain, Germany, UK, Australia the Netherlands and beyond.

Similar Jobs

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about MuralFind similar jobs