CX Enablement Specialist at Formstack

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Formstack transforms the way you collect data and put it to work. 

We are looking for a CX Enablement to help us accomplish this mission! 

Formstack is a 14-year-old company with its roots in Indianapolis. Our customers span 110 different countries, and our employees live and work across the U.S. and the globe. We provide a work environment that is flexible and provides great freedom for those who can perform. We are seeking people who demonstrate an ability to work effectively with individuals from diverse cultures and backgrounds.

Who You Are:

The CX Enablement Project Coordinator will be responsible for implementing communication and enablement programs that promote readiness and effectiveness for our customers and internal teams. The individual in this role must have the ability to build relationships and work effectively at all levels within the organization. This is someone who is passionate about working with the CX teams, understands what CX needs to be successful, and can champion requirements across the business. Success in this role hinges on the ability to balance strategic thinking with operational excellence.

What You'll Do:

Our day-to-day tasks focus on a couple of facets of the business. First, we consider the gaps in the knowledge our Teams and Customers need to succeed. No matter what CX Team you’re on, we ensure you have the information required to help customers succeed. 

Second, we look at behaviors. We empower customers and teams with internal processes that’ll help them work more efficiently without compromising customer experience. We also look for gaps and patterns where training, process, or data can be employed to solve a need or issue.

On the customer success side, we help our people boost the value they provide our customers. We’re thinking of ways to encourage customers to do more with us, use our software more effectively and expand the use of our platform in other parts of their business like marketing and product development.

We want to make sure we’re retaining our customers and supporting and nurturing them. Their end-to-end experience—from the instance when they’re considering becoming a customer, all the way through the sales cycle and eventually when they become customers—needs to be seamless. Customer experience enablement holistically looks at a buyer’s entire journey.

How You Will Succeed:

  • Assist with building and improving our internal training programs and processes.
  • Author CX communications including internal and external communications, newsletter articles, website content, and blog material.
  • Work closely on our external training campaigns, including webinars, social media exposure, certification programs, and future efforts.
  • Support the development and adoption of consistent CX communication channels globally, actively managing reporting and metrics on impact.
  • Manage global webinar programs that provide our customers with best practices, business updates, and ongoing education critical to effectiveness and productivity. Identify relevant topics, develop content and slides, author talking points, prepare speakers, and coordinate logistics.
  • Develop and maintain detailed project plans for each deliverable, to ensure smooth and on-time execution.
  • Implement the voice of the customer programs to proactively gather customer feedback and communications and enablement requirements and feedback.
  • Constantly seek to evolve and refine communication programs
  • Monitor trends and feedback around account cancellations and brainstorming initiations to improve upon areas of need. 
  • Create new and update existing content aimed at helping customers get onboarded with the Formstack Platform. 
  • Manage campaigns to gather feedback from customers on our product and service offerings.

What We're Looking For:

  • Communication Proficiency - Impeccable verbal and written communication skills with the ability to create concise communications to all levels of personnel
  • Organizational Skills - Efficient time management, organizational, and multi-tasking skills.
  • Customer Relations - Professional and tactful to all levels of personnel.
  • Project planning, attention to detail and critical thinking
  • Self-starter - Initiative and follow-through
  • Teamwork - Ability to work both independently and in a group
  • Time Management - Efficient time management, organizational, and multi-tasking skills.
  • Problem Solving/Analysis and an interest in data
  • Must be fluent in written and spoken English
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Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SalesforceLanguages
    • force.comLanguages
    • MySQLDatabases

Location

Our office is right in the heart of downtown on Tejon Street. If you like trendy coffee spots, great shops, and restaurants, this is the area to be.

What are Formstack Perks + Benefits

Formstack Benefits Overview

Formstack offers Unlimited PTO, 100% Medical (Employee+Family) Benefits, 4 Days of VTO, sabbatical at 5 years, 401(k) match, brand new MacBook Pros to all new employees, remote working, two company retreats a year, conference reimbursements, 2 days off a year for Learning and development, and yearly merit increases!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Formstack offers a medical FSA as well as a Dependent Care FSA!
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Formstack covers 100% of our Core HSA Medical plan for Employee+Family. We will contribute $500/year for an individual plan and $1000/year for a family HSA plan.
Life Insurance
Formstack offers life insurance 2.5x of an annual salary for the duration of employment.
Team workouts
Retirement & Stock Options Benefits
401(K)
At Formstack you are eligible for our 401(k) plan starting immediately!
401(K) Matching
Formstack will match up to 6% of your contributions into you 401(k) plan!
Performance Bonus
Formstack offers yearly merit increases as well as small bonuses or gifts depending on company and individual performances.
Child Care & Parental Leave Benefits
Generous Parental Leave
We recently altered our parental leave. Primary care givers get 12 weeks of paid leave and secondary caregivers get 2 weeks of paid leave.
Remote Work Program
Formstack is proud to be a vastly remote organization. The benefit of our physical locations is that it provides space for folks to gather and collaborate. Typically in Colorado Springs, once a week.
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
At Formstack, time off is essential to get a refresh and come back renewed. With our unlimited PTO policy, take those days off as long as you give us two-weeks notice and pending manager approval :)
Paid Volunteer Time
4 days off a year for paid Volunteer Time Off. We encourage even more time off to volunteer if that is for you! Also, we coordinate events in all our locations for you!
Sabbatical
Formstack offers a 4 week sabbatical once you hit 5 years of employment. All we ask is that you learn something outside your day to day life!
Paid Holidays
Formstack offers 9 paid major holidays off a year!
Paid Sick Days
Perks & Discounts
Casual Dress
Working from home, it is difficult to enforce a dress code! If you do forget to get outta your pajamas and head into the office, that is cool with us!
Company Outings
We have two company outings a year! One being All Hands where the whole company gathers and then Small Hands where each department gets together for a week or so.
Game Room
Ping pong, chill area, TVs! ALL YOU COULD WANT!
Stocked Kitchen
Thirsty, hungry, feeling that beer-thirty feeling....head to kitchen and grab yourself something!
Some Meals Provided
Fridays, random days, special events...we'll get you fed!
Happy Hours
Parking
We offer employees Free on-site garage parking.
Professional Development Benefits
Job Training & Conferences
We offer 2 days off a year for continued learning and development. If you want to follow some of our 5 guided learning paths, do so! You will receive access to Udemy and we reimburse conferences!
Tuition Reimbursement
Diversity Program
Formstack is proud to be a diverse and inclusive work place. Whether it is trainings, groups, hiring efforts, or presentations at company retreats, we are proudly a diverse workforce!
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
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