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OnTrac

Headquartered in Chandler, Arizona, OnTrac is a package delivery company that provides overnight delivery services at ground rates to millions of consumers. This company offers a f

Customer Enablement Manager

Location

United States

Posted

101 days ago

Salary

0

Seniority

Lead

Job Description

Customer Enablement Manager

OnTrac

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Enablement Manager ensures high-impact customers are set up for success from activation through steady-state. Partnering with the onboarding team, the role aligns expectations and readiness, then takes primary ownership post-handoff to lead hypercare, stabilization, and ongoing performance enablement. Operating with a structured, proactive approach, the Customer Enablement Manager anticipates risks, aligns stakeholders early, drives corrective action, and uses standardized dashboards and KPIs to keep outcomes on track. This role partners cross-functionally (Customer Enablement, Operations, BI/Analytics, Finance, Sales) to remove friction, close performance gaps, and maintain clear visibility into results. Qualifications - Bachelor’s degree or equivalent experience - 3–7 years in customer success, account management, commercial operations, or a related field - Strong relationship management and executive presence - Ability to translate complex data into clear, actionable business insights - Proficiency with dashboards/BI tools (e.g., Power BI, Tableau); working SQL knowledge or comfort partnering with technical teams - Structured cross-functional problem solving, organizational rigor, and follow-through - Ability to balance customer advocacy with business objectives - Travel up to 5% Requirements - Own post-onboarding success: Take primary ownership after onboarding; lead hypercare, stabilization, and ongoing performance management for High Impact customers. - Align readiness and expectations: Support onboarding to ensure customer readiness and aligned expectations prior to handoff. - Build performance enablement plans: Define goals, KPIs, milestones, and accountability owners; maintain action plans, milestone tracking, and follow-through discipline. - Run performance rhythms: Facilitate recurring reviews and business updates using standardized dashboards and agreed-upon metrics; prepare structured, customer-facing materials. - Manage risk and recovery: Proactively identify performance risks, coordinate structured recovery plans, and escalate systemic issues that require broader process changes. - Keep documentation updated: Maintain documented action plans, milestone tracking, and follow-through discipline to ensure forward progress. - Advance reporting and visibility: Partner with the Customer Insights Analyst/BI to define reporting needs, clarify metric definitions, and ensure transparent performance visibility. Benefits - Medical, Dental, and Vision insurance; HSA and FSA options - Life and Disability coverage (basic and voluntary) - Voluntary Accident, Critical Illness, Identity & Fraud Protection, Auto & Home, and Pet Insurance - Competitive benefits and 401(k) with company match - Referral Bonus Program - Up to $500 per referral! - Paid Time Off including Holiday pay - Employee Assistance Program - A safe and clean work environment

Job Requirements

  • Bachelor’s degree or equivalent experience
  • 3–7 years in customer success, account management, commercial operations, or a related field
  • Strong relationship management and executive presence
  • Ability to translate complex data into clear, actionable business insights
  • Proficiency with dashboards/BI tools (e.g., Power BI, Tableau); working SQL knowledge or comfort partnering with technical teams
  • Structured cross-functional problem solving, organizational rigor, and follow-through
  • Ability to balance customer advocacy with business objectives
  • Travel up to 5%
  • Own post-onboarding success: Take primary ownership after onboarding; lead hypercare, stabilization, and ongoing performance management for High Impact customers.
  • Align readiness and expectations: Support onboarding to ensure customer readiness and aligned expectations prior to handoff.
  • Build performance enablement plans: Define goals, KPIs, milestones, and accountability owners; maintain action plans, milestone tracking, and follow-through discipline.
  • Run performance rhythms: Facilitate recurring reviews and business updates using standardized dashboards and agreed-upon metrics; prepare structured, customer-facing materials.
  • Manage risk and recovery: Proactively identify performance risks, coordinate structured recovery plans, and escalate systemic issues that require broader process changes.
  • Keep documentation updated: Maintain documented action plans, milestone tracking, and follow-through discipline to ensure forward progress.
  • Advance reporting and visibility: Partner with the Customer Insights Analyst/BI to define reporting needs, clarify metric definitions, and ensure transparent performance visibility.

Benefits

  • Medical, Dental, and Vision insurance; HSA and FSA options
  • Life and Disability coverage (basic and voluntary)
  • Voluntary Accident, Critical Illness, Identity & Fraud Protection, Auto & Home, and Pet Insurance
  • Competitive benefits and 401(k) with company match
  • Referral Bonus Program - Up to $500 per referral!
  • Paid Time Off including Holiday pay
  • Employee Assistance Program
  • A safe and clean work environment

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