Customer Enablement Manager, Lighthouse
$85-95k
More information about location
Hotel revenue management solution
Job no longer available
Hotel revenue management solution
501-1000 employees
Job no longer available
$85-95k
More information about location
501-1000 employees
Company mission
To help the hospitality industry visualise and leverage data for business success.
Role
Who you are
- The ideal candidate has a Bachelor's Degree in Hospitality, Business, Communication, or Learning & Development
- 4+ years of experience in related roles: enablement, consulting, coaching, sales, program management, sales strategy, change management
- 2+ years of relevant experience within the hospitality business, or with a SaaS company
- You have experience in adult education, coaching, enabling, training and mentoring a global team, expertise in Confluence and LMS platforms is a strong plus
- You are fluent in English and have excellent written and oral communication skills
- You have a proven track record of successfully training a Customer Care organization to develop strategies for team scale
- You are a strategic thinker that tries to find ways how we can scale as fast and as effectively as possible
- Enablement serves a global team and this role will be dedicated to supporting all regions. You must have overlapping hours with our APAC and EMEA team
- You are a team player and always eager to help colleagues to overcome objections and challenges
- You are not afraid for challenges or objections, you are motivated by them and a creative thinker that comes up with ideas how to tackle them and see an opportunity rather than a challenge
- You have proven skills in relationship building both internally and externally
- You have no problem working in a fast paced environment where objectives and projects might change in order to scale
What the job involves
- The Customer Enablement Manager will be a critical member of our Customer Operations team, responsible for enhancing the performance and productivity of our global customer operations team
- This role requires the development of training for all products and a variety of job and role skills such as customer care, implementation, operations and customer success
- Outputs include onboarding programs, training programs, skill and product refreshes, remote learning content and systems, in person training curricula and content, and delivery of some of this content
- The successful candidate will collaborate with the leaders of these respective functions, who have subject matter expertise, to create a globally consistent and well structured formal training practices to ensure Customer Operations scalability and quality of service
- Own customer operations team training through playbook and content creation, training with the customer teams, and ongoing operational preparedness as new features or products are released
- Adapt playbooks and skill set development training with special attention to approach for scaling up teams
- Develop and deliver training action plans for the launch of products and strategy to provide continued support in driving support performance and customer satisfaction
- Own Customer Operations GTM readiness through collaboration with Customer Care, Product, Engineering, Account Management, Marketing and Product for product, feature releases and enhancements training
- Own product training for all Customer Operations teams with material and content from new hire readiness to ongoing academy sessions designed to focus on training needs based on results, skill set development, and team member roles
- Create and deliver new hire training, onboarding, and ongoing training curriculum in collaboration with Growth Ops leads, managers and cross functional teams
- Execute on content creation or modifications across our customer engagement platforms (360 Learning) and corporate wiki (Confluence)
- Find opportunities to improve tools, simplify the post sales motion related to onboarding, implementation, ongoing customer care, and advance success of each customer persona for all products
- Define, track, and report on key performance metrics and enablement program effectiveness, making data-driven adjustments as needed
Our take
Lighthouse, formerly OTA Insight, is a cloud-based data intelligence platform for the hospitality industry. It provides hoteliers with a suite of revenue management solutions that empower them to make smarter revenue and distribution decisions. With live updates, 24/7 support from its customer success team, and a highly intuitive and customisable dashboard, the Lighthouse platform integrates with other industry tools, including hotel property management systems, leading revenue management systems and data benchmarking providers.
Lighthouse's team of international experts are based all over the world, including the UK, US, France, Germany, Belgium, Spain, Italy, Brazil, Mexico, Singapore, Australia, India and Greece. The company supports more than 70,000 properties in 185 countries.
The company has focused on accelerating its expansion across all regions, with a particular focus on the Americas, where it has seen an incredible recovery. OTA has also expanded its suite of products with the release of Insight+ and by launching its Business Intelligence products in EMEA.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Nov 2024
$370m
SERIES C
Nov 2021
$80m
SERIES B
Total funding: $470m
Company benefits
- Vision & dental Insurance
- Work from home opportunities
- Health insurance
Company HQ
Waterloo, London, UK
Leadership
Gino Engels
(Co-Founder & Chief Customer Officer)Previously worked at AB Inbev UK for 3 years, holding various positions such as National Account Executive and National Account Manager.
Matthias Geeroms
(Co-Founder & CFO)Previously Transfer Pricing Specialist at FOD Financien for 6 years.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 24 more jobs at Lighthouse