Customer Enablement Director

Do you get excited when hearing about trademarks and brand protection news? YES?! So do we! At Corsearch, there’s no pushing trademark solutions and brand protection from our thoughts. We’re thinking about coined trademarks in the car, a detailed design search over lunch, counterfeits while sitting with the in-laws, and anti-piracy while working out

We are a mission-led company, driven by a passion for making the world better and safer for our brand customers and their consumers. It’s what we do. And people come to Corsearch to be challenged, developed, supported, and valued

The Role

The Director of Customer Enablement is responsible for enhancing the operational capabilities of customer-facing teams to ensure the seamless execution of customer strategies and drive continuous improvement.

This role focuses on optimizing processes, tools, and systems that enable the delivery of the value proposition and the overall customer experience.

The Director will collaborate closely with cross-functional teams to ensure alignment and adaptability in meeting the evolving needs of the business.

Responsibilities and Duties

Leading Execution Excellence and Process Optimization:

• Develop and lead the partner enablement strategy, ensuring alignment with Corsearch’s broader goals for customer retention and growth
• Ensure that customer-facing teams execute processes and initiatives effectively, consistently, and in line with the value proposition.
• Continuously review and optimize existing processes to enhance operational effectiveness and customer outcomes. Track ongoing delivery projects and timelines across different departments, report progress and drive accountability.

Enhancing Cross Functional Collaboration:

• Work closely with the Director of Customer Engagement, Product, and Technology teams to align enablement programs with customer challenges and product developments. Drive engagement and improvements with the 2-in-the box model (joint customer ownership of Account Management and Partner) model.
• Work with enablement teams to drive cohesive enablement programs across Corsearch.
• Ensure that enablement initiatives are relevant, up-to-date, and aligned with the latest customer needs and product offerings.

Developing and Maintaining Standard Operating Procedures (SOPs) and Best Practics:

• Create, communicate and maintain comprehensive SOPs for the customer-facing teams.
• Ensure that SOPs are up-to-date, accessible, and adhered to by all team members.
• Identify, document, and share best practices and knowledge of customer enablement with key stakeholders.
• Create and implement playbooks to monitor and support account health throughout the customer lifecycle.
• Foster a culture of continuous improvement by encouraging the adoption of best practices.

Capacity planning:

• Assist with the tiering of customers and capacity planning process for the partner teams, ensuring optimal planning, distribution of partners across our customers based on commercial forecast and (employee) churn.
• Work with customer teams and value teams to analyze and inform how many customers and how much ARR each partner should effectively manage.
• Provide data-driven recommendations for capacity adjustments and resource allocation.

Developing Skills and Capabilities:

• Work with Learning and Development to drive the design of skills and competency frameworks for the partner teams whilst aligning with client management enablement as well.
• Continuously evaluate and upskill skills and competencies in collaboration with HR and training teams
• Collaborate with the customer-facing team to develop enablement resources and training for Corsearch’s team to ensure consistency in customer experience

Measuring Success and Driving Continuous Improvement:

• Establish key performance indicators (KPIs) to measure the effectiveness of enablement initiatives in collaboration with senior data analysts.
• Analyze data and feedback to drive continuous improvements in processes and tools.
• Own the enablement tooling (e.g., Customer Success Portal), ensuring proper usage, adoption, and continuous improvement.

Essential

• Proven experience in developing and leading customer enablement strategies that have driven significant improvements in customer retention and operational efficiency.
• Extensive experience in optimizing processes within customer-facing teams, ensuring that execution aligns with the company’s value proposition and strategic goals.
• Demonstrated success in designing and implementing Standard Operating Procedures (SOPs) that have enhanced the effectiveness and productivity of customer-facing operations.
• Experience in driving cross-functional collaboration to align enablement programs with product developments, customer feedback, and organizational goals.
• Hands-on experience in capacity planning and resource allocation, ensuring optimal support for customer-facing teams based on commercial forecasts and operational needs.
• Strong background in measuring the effectiveness of enablement initiatives through KPIs and driving continuous improvements based on data and feedback.

Corsearch is an equal opportunity and inclusive employer and does not tolerate discrimination of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued, respected, and supported.

We welcome applications from all individuals regardless of race, nationality, religion, gender, gender identity or expression, sexual orientation, age, disability, or any other protected characteristic.

Together, we are working proactively to build a workplace where everyone can belong and be at their best selves. Together, we make an Impact.

#J-18808-Ljbffr