About Hello Heart:
Hello Heart is on a mission to change the way people care for their hearts. The company provides the first app and connected heart monitor to help people track and manage their heart health. With Hello Heart, users take steps to control their risk of heart attacks and stroke – the leading cause of death in the United States. Peer-reviewed studies have shown that high-risk users of Hello Heart have seen meaningful drops in blood pressure, cholesterol and even weight. Recognized as the digital leader in preventive heart health, Hello Heart is trusted by more than 130 leading Fortune 500 and government employers, national health plans, and labor organizations. Founded in 2013, Hello Heart has raised more than $138 million from top venture firms and is a best-in-class solution on the American Heart Association’s Innovators’ Network and CVS Health Point Solutions Management platform. Visit www.helloheart.com for more information.
About the role:
We're seeking a Senior Manager, CX Enablement to help take our Customer Success team to the next stage of its evolution. You’ll serve as a trusted operational partner to the Customer Success team’s leadership, and be a force multiplier by documenting “what good looks like” and giving the team the tools and training to execute it at scale. If you have expertise in Customer Success enablement and are passionate about standardization, optimization and scale (while also being a fun and encouraging partner in team development), then this role is for you.
This role reports to our VP of Revenue Operations & will play a key part in our next stage of growth.
Responsibilities:
- Own, Write & Evolve the CS Playbook - Document & evolve the playbook for how the CS team operates - ranging from daily activities (e.g. how to use key Salesforce reports) to macro strategy (e.g. how to design an account plan that mitigates risk). Synthesize inputs from leadership across CS, Marketing, Product to create the source of truth “how to” document for CS.
- Talk Tracks & Template Creation - Write content for the team to execute at scale. Examples include scripts for EBR slides, objection handling answers & email templates.
- Synthesizing GTM Insights - Monitor campaigns (e.g. EBR’s, new product launches) and bubble up themes including customer feedback, which parts of materials are/aren’t resonating & training needs. Be fluent in the details (e.g. based on review of Gong, internal interviews), while also being able to package up insights/recommendations to the executive audience.
- Asset Management - Maintain the database of GTM assets and information in Highspot. Thoughtfully organize to optimize usage, and rigorously update/prune content.
- Information Funnel - Streamline the high-volume & diverse flow of information (GTM campaigns, operational best practices, technical product details) into digestible format & language.
- Training - Design & conduct engaging training & maintain a 3-6 month training roadmap & in partnership with leadership.
The ideal candidate will have:
- 7+ years of professional experience, with at least 3 years in GTM Enablement
- Expertise in enablement with Customer Success is required - you bring expertise and best practices from your experience and can help uplevel our team right away. Strong preference for specialized experience in CS, but will consider candidates with broader coverage, provided they have extensive CS experience
- Background in digital health, SaaS, or health tech strongly preferred
- Able to operate with a high degree of autonomy
- Exceptional organizational skills, with proven ability to manage and prioritize a high volume of projects/tasks while keeping multiple stakeholders happy
- Strong written skills required - extensive experience writing slide scripts, talking points, and email templates
- Familiarity with GTM tools such as Salesforce, Highspot, Gong, Salesloft
- Ability to travel up to 20% annually as needed.
The US base salary range for this full-time position is $145,000.00 to $155,000.00. Salary ranges are determined by role and level. Compensation is determined by additional factors, including job-related skills, experience, and relevant education or training. Please note that the compensation details listed in US role postings reflect the annual salary and bonus only, and do not include equity or benefits
Hello Heart has a positive, diverse, and supportive culture - we look for people who are collaborative, creative, and courageous. Oh, and if you want to see some recent evidence of the fun things we do at Hello Heart, check out our Instagram page.
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