Customer Enablement & Ops Optimization Lead

Enablement Squad; Delft; Remote; EUR 47,000 - 53,000; Full time

Benefits offered by this job

Job summary

TOPdesk is seeking a Customer Enablement specialist to strengthen performance, scalability and the customer experience by bridging strategy and execution. You’ll work with the Customer Leadership Team and customer-facing colleagues to implement improvements to processes, tools and ways of working, and to inform colleagues about product changes.

This role focuses on owning key systems, exploring automation and AI to reduce manual work, and driving data-driven decision-making across the customer

Qualifications

• 3+ years in or around B2B SaaS customer support teams, with a track record of implementing solutions that scale efficiently and effectively.
• A proactive mindset and a strong sense of initiative and ownership, you don’t just identify what could be better, you take responsibility for driving it forward and seeing it through to impact, with a genuine passion for continuous improvement.
• Customer-centric by nature, with a curiosity about user needs and a desire to make a meaningful impact to the customer journey.
• Strong project management skills, with experience coordinating stakeholders across international and cross-functional teams.
• A good communicator, with the ability to translate complex information into relevant, practical guidance for various audiences.
• A structured, process-oriented approach to work - comfortable bringing clarity and order to processes and documentation even where not everything is clearly defined.

Responsibilities

• Identify gaps in operational processes and ways of working, using data and feedback to implement meaningful improvements.
• Take ownership of key systems and tooling, continuously improving how they are used and proactively exploring how automation and AI can reduce manual work and free up colleagues for higher-value activities.
• Champion data-driven decision-making across the customer domain, ensuring reporting and dashboards stay accurate and the right insights reach the right people.
• Own the coordination of product launches and end-of-life cycles across the customer domain, acting as the single point of contact and translating upcoming features, capabilities, and end-of-life changes into clear, timely updates so customer domain colleagues are well equipped.
• Partner with Product & Technology to shape enablement resources - guides, best practices, training material - that give teams the confidence to work with new capabilities, keeping this library accurate and easy to find across the customer domain.

Skills

B2B SaaS

Data-driven

Project management

Cross-functional

Communication

Job description

TOPdesk is seeking a Customer Enablement specialist to strengthen performance, scalability and the customer experience by bridging strategy and execution. You’ll work with the Customer Leadership Team and customer-facing colleagues to implement improvements to processes, tools and ways of working, and to inform colleagues about product changes.

This role focuses on owning key systems, exploring automation and AI to reduce manual work, and driving data-driven decision-making across the customer