Manager, Client Enablement
3 weeks ago
PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies more efficiently and effectively achieve their missions. Our easy-to-implement platform consolidates government services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017. PayIt solutions cover services including hunting and fishing licensing, DMV, courts, property tax, utilities, tolling, and more.
Our culture welcomes people who exhibit what we call **"PayIt DNA": High integrity, drive, grit, high aptitude, and team orientation.** We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.
**What you'll be doing**:
The Manager of Client Enablement will lead a newly created team dedicated to supporting the training, education, and documentation needs of PayIt agency partners. In partnership with product and client teams, you will spearhead the creation, execution, and facilitation of a world-class client enablement strategy focusing on adoption, retention, and value realization.
**Development and Strategy**:
- Design, implement, and lead structured client enablement programs, including initial onboarding, ongoing training, education, skills development, best practices, and strategic tactics to enhance agencies' capabilities and drive adoption and value realization of PayIt's products and services
- Develop a comprehensive enablement strategy and roadmap for each product solution ensuring measurable outcomes
- Partner with cross-functional stakeholders, including delivery, product, and client teams to understand client objectives and analyze training needs
**Content Design and Creation**:
- Manage a team of enablement specialists and technical writers to develop consistent on-brand collateral and specialized content to address training requirements
- Create and curate a wide range of content, including presentations, guides, videos, e-learning modules, and interactive exercises, to support learning objectives and ensure consistency in messaging and knowledge transfer
- Develop and maintain a structured curriculum that covers foundational skills, product knowledge, advanced capabilities, and other relevant topics tailored to different roles and experience levels
- Build and manage training courses leveraging an learning management system
**Training Delivery and Facilitation**:
- Facilitate, coordinate, and manage the delivery of engaging learning experiences using various mediums, such as live classroom training, online/on-demand tutorials, videos, and written guides
- Facilitate training and learning experiences to support future product launches and enhancements in close collaboration with Product, Product Marketing, and client teams
- Effectively set and manage client expectations
**Program Optimization**:
- Prepare ongoing reports and dashboards linking enablement efforts with adoption, satisfaction, comprehension, and provide insights and findings to key audiences
- Continuously evaluate and refine the client enablement programs including tools, platforms, and technology solutions to streamline delivery, track learner progress, and measure program effectiveness
- Remain current with industry trends and best practices in enablement technology and leverage innovative solutions to enhance the overall learning experience
- Develop a deep knowledge of PayIt's solutions, embrace change, seek out new initiatives, and provide ideas and recommendations to better serve our clients
- Deliver experiences and results such that clients cannot imagine doing business without pays
**What you'll need to have**:
- 5+ years of SaaS customer success experience, ideally with B2B relationships or GovTech
- 2-3 years of proven experience in enablement, training, or organizational development with a track record of designing and implementing successful programs
- Proven experience managing projects and maneuvering effectively within and across large organizations with numerous stakeholders
- Understanding of training best practices and experience developing and facilitating training through a variety of delivery methods (online, self-paced, in-person, etc.)
- Written and oral communication skills are impeccable, succinct, and eloquent, with a keen eye for detail and ability to explain complex technical concepts in a clear and concise manner
- Self
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