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Customer Enablement Manager

3 weeks ago

Auckland City, New Zealand Serko Ltd Full time

Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world’s leading business travel marketplace We are proud to be an equal opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact.

**Requirements**:
**Make an Impact**:
This position is responsible for the creation, delivery and maintenance of digital content, materials and experiences, which educate and guide Serko’s partners & customers in the use of our products, increasing product adoption and self-sufficiency.

The success of the role will be measured by product adoption rates; content engagement metrics and course completion rates. Improved enablement of partners & customers will also contribute to increased profitability and business scalability.

**What you'll get to do**:

- Through analysis of user behaviour data, and consultation with our partners, customers and internal teams, you’ll develop and execute product adoption and education strategies.
- You’ll create, deliver & maintain in-product digital experiences that educate users and guide their behaviour to increase product adoption.
- You’ll deliver & maintain e-learning programs and implement certification/accreditation processes for our partners and customers to support their onboarding, increasing product knowledge and self-sufficiency.
- Implementing metrics, reporting and customer feedback loops to measure the success of our adoption initiatives & education programs. You’ll use data to gain insights and inform decisions on how to further enhance our experiences and determine the next steps.
- Working in collaboration with product and marketing teams to ensure our in-product guides and e-learning programs are continually revised as the product evolves.
- Become our resident expert and owner of the tools & technology we use to enable partners and customers (e.g. digital adoption tools; and e-learning software).
- Staying up to date with advancements in SaaS product-led growth and customer enablement, bringing the best ideas back to Serko to enhance our digital adoption content and educational experiences.

**What you'll bring**
- A strategic and proactive mindset, with experience in developing & executing product adoption & education strategies within SaaS companies.
- An eye for design and a mind for a product, with an interest in user research and a focus on exceptional customer experience.
- Experience in SaaS UI patterns and Product-led Growth including proficiency in UI components and UX design.
- A passion for data including a strong understanding of Customer Success metrics.
- Great listener and strong communicator with the ability to work independently in a fast-paced environment.
- Knowledge of GDS and the corporate travel industry, including TMC operations an advantage.

**Benefits**

At Serko we aim to create a place where people can come and do their best work. Offering competitive benefits that support you as an individual. Some of the benefits we offer at Serko are:

- A competitive base salary and discretionary incentive plan based on individual and company performance
- KiwiSaver covered with employee contributions match up to 3% of salary, and life insurance
- Health & Wellbeing: Discounted Southern Cross Health Insurance, access to confidential support, guidance and counselling service, wellbeing and voluntary leave, and free flu shots.
- Parental Leave Coverage: 20 weeks on full pay, return-to-work support, plus partners 3 weeks of paid leave.
- Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your career pathways.
- Serko’s Guiding Principles: Be a good human | Boldly go beyond | Win together | Dare to simplify

**Apply**:
Serko is an NZ Immigration Accredited employer and holds the NZ Advanced GenderTick Accreditation.