Customer Enablement Partner

Edenred Benefits; Boston (MA); On-site; USD 100,000 - 130,000; Full time

Job summary

Edenred Benefits is seeking a Customer Enablement Partner to drive customer outcomes, adoption, and engagement across a portfolio of clients, partnering with Account Managers and leveraging data and best practices to maximize the value of Edenred's solutions.

The CEP will provide consultative recommendations, support executive business reviews, and coordinate cross-functional efforts to address customer needs and improve outcomes, requiring strong analytical, communication, and project

Qualifications

• 4+ years in a client-facing customer service or support role.
• Bachelor's degree in business, Communications, Marketing, Analytics, or related field or equivalent experience.
• Experience with employee benefits, fintech, HR tech, or subscription-based software solutions.
• Experience supporting executive business reviews (QBRs/EBRs) and customer success planning.

Responsibilities

• Monitor engagement metrics, platform utilization, and participation trends to identify risks and opportunities.
• Transform data into actionable insights and customer-focused recommendations.
• Track leading indicators and contribute to customer success metric development.
• Develop and execute customer success plans aligned to business objectives.
• Drive platform adoption and remove barriers to participant enrollment.
• Deliver high-quality QBRs and strategic recommendations.
• Collaborate with Account Managers to support retention and growth strategies.
• Coordinate cross-functional action items and issues with Product, Operations, and other teams.

Skills

Analytical skills

Communication

Relationship building

Project coordination

CRM proficiency

Excel

Cross-functional collaboration

Education

Bachelor's degree

Equivalent experience considered

Experience in benefits/fintech

Tools

Salesforce

Zendesk

Power BI

Tableau

Job description

The Customer Enablement Partner (CEP) is responsible for driving customer outcomes, adoption, and engagement across a portfolio of clients. Partnering closely with Account Managers, the CEP leverages customer data, business insights, and industry best practices to help customers maximize the value of Edenred's solutions and achieve their organizational goals.

Serving as a trusted advisor, the CEP provides consultative recommendations, supports executive business reviews, and coordinates cross-functional efforts to address customer needs and improve outcomes.

Essential Functions: Duties and Responsibilities

Customer Health & Analytics

• Monitor engagement metrics, platform utilization, and participation trends to identify risks and opportunities
• Transform data into actionable insights and customer-focused recommendations
• Track leading indicators and contribute to customer success metric development

Success Planning & Adoption

• Participate in developing and executing on customer success plans aligned to business objectives
• Drive platform adoption and remove barriers to participant enrollment
• Recommend best practices that increase engagement and program value
• Track progress against customer goals and success metrics
• Support business reviews with data-driven insights and adoption strategies
• Coordinate complex, multi-stakeholder initiatives with strong attention to detail
• Deliver high-quality QBRs and strategic recommendations

Cross-Functional Partnership

• Collaborate with Account Managers to support retention and growth strategies
• Partner with Product, Operations, and other teams to improve customer outcomes
• Contribute voice-of-customer feedback to drive product and service improvements
• Coordinate client related cross functional action items and issues

Required Skills/Abilities:

• Required
• Strong analytical skills with the ability to interpret customer data, identify trends, and develop actionable recommendations.
• Excellent verbal, written, and presentation skills, including the ability to communicate insights effectively and present strategic recommendations to both customer and internal stakeholders.
• Ability to build trusted customer relationships and drive platform adoption through a consultative approach that identifies and removes barriers to participant enrollment.
• Ability to develop customer success plans, conduct business reviews, and align recommendations to customer objectives.
• Proven project coordination and organizational skills, with strong attention to detail and the ability to manage initiatives and stakeholders simultaneously.
• Demonstrated problem-solving and cross-functional collaboration skills, with the ability to coordinate actions and drive resolution across teams.
• Proficiency with Microsoft Excel and the ability to quickly learn and utilize CRM, customer support, reporting, and customer success platforms.
• Preferred
• Proficiency in Salesforce, Zendesk, Power BI, Tableau, or similar customer-facing and reporting platforms.
• Understanding of customer adoption, engagement, retention, or customer health methodologies in a SaaS environment.
• Familiarity with AI-powered productivity, analytics, or customer success tools.

Education & Experience:

• Required:
• A minimum of 4 years in a client facing customer service or support role.
• Preferred:
• Bachelor's degree in business, Communications, Marketing, Analytics, or related field. An equivalent combination of education and experience will be considered.
• Experience working with employee benefits, fintech, HR technology, or subscription-based software solutions.
• Experience supporting executive business reviews (QBRs/EBRs) and customer success planning.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times
• Must possess the physical and mental abilities to perform the tasks normally associated with an office position that involves standing, sitting, reaching, manual dexterity to operate office machines, stooping, bending to handle files and supplies, and mobility to complete errands or deliveries
• May work at computer monitors for prolonged periods with danger of eye strain and muscle pain

Interview Process:

• HR Screen
• Panel: Account Manager, Support LT member
• SVP, Customer Support & Success & Hiring Manager
• Managing Director

Affirmative Action/EEO Statement:

Edenred is committed to leveraging the talent of a diverse workforce to create great opportunities for our business and our people. Edenred is an Equal Opportunity/Affirmative Action Employer. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, creed, citizenship status, age, marital status and/or any other Federal, State or Local legally protected classes. Edenred is committed to providing reasonable accommodation to individuals with disabilities. To request reasonable accommodation in the application process, contact [e-mail].