Customer Enablement Manager
Emapta Global
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Descripción de la vacante
Formación
- 1-3 years of project management experience, preferably in a BPO company.
- Strong analytical judgment and attention to detail.
Responsabilidades
- Lead client onboarding and implementation.
- Collaborate with cross-functional teams for smooth transitions.
- Identify potential risks during implementation and propose solutions.
Conocimientos
Educación
Herramientas
Descripción del empleo
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Transform Onboarding Experiences and Boost Customer Satisfaction
Navigate the world of global talent and client success with finesse. Lead onboarding, streamline operations, and deliver high-impact projects while keeping your professional momentum aligned with your personal life. Challenge the ordinary, drive measurable results, and craft a career that thrives on precision, strategy, and balance.
Your Role
As an Enablement Manager, you’ll lead client onboarding and implementation, coordinate cross-functional projects, track timelines, and mitigate risks. You’ll ensure smooth transitions, optimize processes, and deliver exceptional experiences, helping clients integrate seamlessly while driving measurable impact and operational excellence.
What Your Career Journey Looks Like
Employment type: Indefinite term type contract
Why You’ll Love Working Here
- 5 days work week
- 20 vacation days in total
- Fully-customized Emapta laptop and peripherals
- Direct exposure to our clients
- Diverse and supportive work environment
- Unlimited upskilling through Emapta Academy courses (Want to know more? Visit https://bit.ly/EmaptaTrainingCalendar)
What You Bring to the Team
- Bachelor’s Degree in Communications, Business Management, or a related field
- 1-3 years of project management experience, preferably in a BPO company
Key Technical Skills:
Project Management
- End-to-end implementation and onboarding execution
- Timeline management, prioritization, and cross-functional coordination
- Risk identification and mitigation during onboarding
- Experience with Agile or Scrum frameworks (nice to have)
Tools & Systems
- Proficient in Microsoft Office, especially Excel and PowerPoint
- Ability to maintain and update trackers and project plans
- Familiarity with CRM tools such as Microsoft CRM
Reporting & Analytics
- Data collection and KPI tracking for onboarding metrics
- Building insights-driven reports for leaders and stakeholders
- Translating data into clear recommendations
Customer Enablement & Account Support
- Conducts onboarding calls and guides clients through processes
- Coordinates training readiness for remote, onsite, or on-the-job onboarding
- Ensures compliance with contractual and regulatory requirements
Key Soft Skills:
Communication
- Able to communicate clearly with clients, senior leaders, and internal teams
Stakeholder Management
- Works effectively across Recruitment, HR, Finance, IT, CX, and Engagement
- Builds strong relationships and trust early in the onboarding process
Problem Solving
- Strong analytical judgment and attention to detail
- Quick to identify issues and propose practical solutions
Customer Centricity
- Strong service orientation, focusing on ensuring a smooth client experience
- Proactively anticipates needs during the first 90 days
Adaptability & Ownership
- Takes full accountability for outcomes
- Comfortable with dynamic environments and evolving client needs
Influence & Collaboration
- Influences without direct authority
- Supports peers, shares best practices, and aligns stakeholders
Candidate Fit Summary:
- Solid project management experience and thrives in a client-facing environment
- Highly organized, proactive, and capable of managing multiple onboarding projects at once
- Strong communication skills, attention to detail, and a natural customer-centric approach
Key Responsibilities in Action
Project Management
- Manage and lead implementation and onboarding to improve the customer service experience from close/win through implementation, go live, account management, and transition to Customer Experience
- Collaborate with Growth, Marketing, Recruitment, Finance, HR, IT, Customer Experience, and Customer Engagement on inter-related projects and initiatives to ensure smooth transition through implementation
- Coordinate and prioritize project tasks, manage timelines, and maintain project plans
- Communicate status to clients, project sponsors, and senior management regularly
- Ensure projects comply with contractual obligations and regulatory requirements
- Update all trackers and project status regularly; monitor and track project activities with accountability and ownership
- Identify potential risks during implementation and collaborate with departments to formulate solutions
- Design, develop, and maintain effective customer onboarding programs that are scalable, consistent, and accessible across office locations
- Assist clients in preparing for offshore staff onboarding, including remote, on-site, or on-the-job training
- Co-own the first 90 days to ensure offshore teams are set up for success
- Support Customer Experience, Customer Engagement, or other departments on projects or critical activities, such as site transfers or organic growth, as needed
Account Management
- Provide assistance to incoming clients on issues or requests
- Conduct onboarding calls and provide necessary information for clients to integrate into processes
- Safeguard client privacy and ensure compliance with standard operating procedures and relevant laws
Process Improvement
- Oversee and manage the customer onboarding process throughout the organization under guidance of the Customer Enablement Lead
- Find solutions to optimize the onboarding process and collaborate with the team on plans for innovation
Reporting
- Collect, analyze, and interpret onboarding performance data to create comprehensive reports
- Communicate insights and trends to stakeholders and senior management, providing actionable recommendations
- Collaborate with internal and external stakeholders to identify differences in needs, preferences, and reporting requirements
Stakeholder Management
- Work with different divisions to ensure seamless integration of incoming clients into the organization
Other Responsibilities
- Perform any administrative or non-administrative duties assigned by company representatives through direct written order or verbal assignment
Your Future Team at Emapta Latam
Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 1,000 clients worldwide and a team of over 10,000 talented professionals, Emapta continues to set new standards in the industry.
Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported.
#EmaptaEra
- Mid‑Senior level
- Full‑time
- Customer Service
- Outsourcing and Offshoring Consulting
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