Head of Scaled Customer Success, Engagement and Enablement
Apollo Graph
Customer Service, Sales & Business Development
United States · Canada
Posted on Tuesday, May 21, 2024
At Apollo GraphQL, we're pioneers in GraphQL API management, empowering businesses to develop, deploy, and scale their APIs with unprecedented speed. Our mission is to redefine developers' interaction with data, unlocking the full potential of GraphQL.
Are you an accomplished Customer Enablement leader who loves leading Customer Education, Scaled Customer Success, and Community Engagement strategies? Are you ready to take on a business-critical role that shapes how we scale and reach more customers?
As Apollo’s Head of Customer Enablement, you will play a pivotal role in building and leading our Customer Enablement team, scaling how we reach more customers to help them understand how to use Apollo GraphQL best, ensure their success in a 1:Many scaled fashion using tech touch and self-service education, and nurture highly engaged brand champion relationships between them and Apollo as part of a rapidly growing community. You’ll also be responsible for broadly enhancing customer engagement, onboarding, and loyalty through digital channels.
What you'll do
- Lead key business KPIs to deliver results that align business goals to the organization’s strategy, roadmap, and objectives.
- Build and lead high-performing, collaborative teams, empowering leaders through trust, autonomy, and psychological safety, and accelerating individual career development.
- Manage and grow a team of customer enablement professionals, including first-line managers, to deliver high business impact projects on schedule with high quality.
- Collaborate with and influence executive leadership, and cross-functional stakeholders: Sales, Marketing, and PDE, to deliver strategic customer enablement projects.
- Partner with our Talent Acquisition team to attract and hire top talent, and define the overall hiring strategies for your team.
- Develop and execute a comprehensive customer enablement strategy, enhancing customer experience across all touchpoints.
- Build and maintain the Self-Service and Scaled customer journey lifecycle.
- Implement self-service tools and pathways that empower users to troubleshoot issues independently.
- Utilize data analytics to identify patterns and trends in customer interactions.
- Develop an engagement strategy that nurtures Community growth in part of a scaled activation and enablement motion.
- Deliver measurable scaled-success engagement tactics and proactive + interventional success playbooks for 1: many customer engagements.
Who you are
- You have successfully led large organizational and cultural change initiatives.
- You have successfully led remote and globally distributed teams.
- You have experience delegating and goal setting with managers and coaching them on taking on new ‘unknown’ problems to figure them out.
- You have successfully led Customer Enablement strategies.
- You have strong business acumen in self-service strategies.
- You’re data-driven, and you understand how to leverage data to set up a/b tactics for improving customer engagement with products.
- You understand curriculum and certification differentiation by personas.
- You understand community champions archetypes, motivations, and community-building tactics - the value of an MVP program and how to activate MVPs.
Minimum requirements
- Proven track record in senior leadership roles within customer success leading teams of 25 or greater including directors and managers.
- Experience successfully building a team (recruiting, mentoring, and retaining), defining its mission, and executing its goals.
- Skilled at both receiving feedback, and delivering feedback that moves the dial.
- Creates alignment, clarity, and connection through adaptive and persuasive written and verbal communication skills; able to apply technical judgment to drive clarity with Senior and Principal Stakeholders.
- Experience with User Engagement & Analytics products such as Amplitude, Pendo, or other competing equivalent tools.
- Experienced understanding of customer behaviors/patterns to encourage through Learning, Credentialing, Success, and Community platforms, optimizing for both digital and in-person engagement.
- Exceptional communication skills with the ability to influence at all levels of an organization.
- Strong analytical mindset with proficiency in leveraging data-driven insights for strategic decision-making.
At Apollo, we strive to provide competitive, market-informed compensation whilst ensuring consistency within the team in each country. We make hiring decisions based on your skills, experience, and our overall assessment of what we learned during the hiring process.
In addition to the U.S. base salary range, we also provide equity and benefits. Apollo offers all U.S. employees a choice of 3 Anthem Blue Cross medical plans and California residents can also choose from an additional 2 Kaiser medical plans. Dental and Vision benefits are provided by Sun Life Financial.
Location: This is a remote position that can be done from anywhere in the United States or Canada.
Equal Opportunity: Apollo is proud to be an equal opportunity workplace dedicated to pursuing and hiring a talented and diverse workforce.
E-Verify: Apollo is an E-Verify employer and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. For more information please visit E-Verify.