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Customer Success Enablement Specialist

Remote

About Carrot:

Carrot Fertility is the leading global fertility and family-building platform providing care for everyone, everywhere. Trusted by more than a thousand multinational employers, health plans, and health systems, Carrot's comprehensive clinical program delivers industry-leading cost savings for employers and award-winning experiences for millions of people worldwide. From maternity through menopause and pre-pregnancy through parenting, Carrot is dedicated to expanding access and improving outcomes. Carrot empowers members with compassionate, personalized, and inclusive support.

The Role: 

The Customer Success Enablement Specialist will provide critical support across the various CS Enablement team functions.  This role will create and manage tools, templates, and resources for the Customer Success team that help drive consistency and make it easier for CSMs to do their jobs well. Additionally, supporting the onboarding program and ensuring the team remains on top of evolving policies, procedures, and workflows that impact their day-to-day.  The Enablement Specialist will also be the key channel for managing requests and needs from the Customer Success teams. Your ability to thrive in a rapidly changing and highly collaborative operational environment, strong communication, resourcefulness and a proactive approach to daily activity will position you for success in this role.

  • Develop and maintain a library of resources such as playbooks, cheat sheets, and knowledge bases that customer success teams can use to find information quickly. These resources should be regularly updated to reflect new features, changes, and best practices.
  • Create customer facing content and materials, including presentations and other collateral needed for client meetings.
  • Support tracking and reporting for  leadership visibility into status of activity and compliance with defined procedures. 
  • Create and manage an Enablement calendar.
  • Manage the internal enablement ticketing system, ensuring requests are routed to the appropriate resource and addressed timely.
  • Monitor content adoption and provide reporting and recommendations to increase utilization of key resources.
  • Act as a bridge between members of the Enablement Team, Customer Success, Customer Management and other departments to ensure alignment on goals, processes, and expectations.
  • Provide ongoing support, and regular availability, to support the needs of Customer Success & Customer Management teams.
  • Oversee internal communication cadence and content to ensure teams have the necessary information to support their customers.
  • Manage customer references, tracking and management of list of contacts that can be used for reference as needed.
  • Work closely with resources on the Operations team to review tools, data, and other needs.
  • Support efforts to ensure customer team resources can access necessary cross-functional support.
  • Analyze internal request data to identify trends and opportunities for content improvement or addition.
  • Stay up-to-date with industry trends and best practice

The Team: 

You will join a newly developed Customer Success Enablement team at Carrot with the opportunity to work with various teams across the organization with the expressed goal of ensuring our CS teams are set up for success, ensuring we meet retention and growth goals, while continuously expanding the partnership we have with each of our customers.

Minimum Qualifications: 

  • 2+ years of experience in a Customer Success or Account Management role
  • High level of proficiency in developing customer facing presentations and materials
  • Highly organized planner with strong project and time management skills
  • Ability to work collaboratively with cross-functional teams.
  • Detail-oriented with strong organizational skills.
  • Knowledge of sales cycles
  • Excellent communication and presentation skills
  • Passion to help others succeed

Preferred Qualifications:

  • Experience in a sales or customer success enablement function
  • CRM experience, particularly Salesforce
  • Creative and strategic problem-solving skills
  • Experience in a B2B sales environment is a plus.
  • Management of tools, resources and information within a content and collaboration tool like Confluence
  • Self-motivated, takes clear ownership and initiative and knows when to seek guidance
  • Flexible and able to change priorities quickly, capacity to manage multiple priorities

Compensation: 

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $70,000-$80,000 Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.

Why Carrot?

Carrot has received national and international recognition for its pioneering work, including Best Diversity, Equity, & Inclusion Product from the Anthem Awards, Fast Company's Most Innovative Companies, CNBC's 100 Barrier Breaking Startups, and more. Carrot is regularly featured in media reporting on issues related to the future of work, women in leadership, healthcare innovation and diversity, equity, and inclusion, including MSNBC, The Economist, Bloomberg, The Wall Street Journal, CNBC, National Public Radio, Harvard Business Review, and more. 

Carrot teams span more than 40 states across the United States and dozens of countries around the world. Carrot has received numerous workplace awards, including Fortune's Best Workplaces in Healthcare, Quartz’s Best Companies for Remote Workers, and Great Place to Work and Age-Friendly Employer certifications. Learn more at carrotfertility.com.

 

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