Sr Manager, Customer Enablement

Merative is a company that provides clinical decision support solutions through its Micromedex product, which aids clinicians in making informed decisions. The Sr Manager, Customer Enablement will define strategies and lead a team to ensure successful customer adoption and value realization from Micromedex, focusing on implementation, training, and change management to drive engagement and retention.

Responsibilities:

• Define and lead an implementation strategy that directly drives adoption, engagement, and long-term retention
• Align implementation outcomes to customer experience metrics including time-to-value and adoption milestones
• Establish a segmented implementation strategy (Premier / Key / Core) to ensure consistent execution through the team
• Translate enterprise initiatives into clear customer value narratives and equip the team to deliver these consistently at scale
• Position training and change management as core pillars of implementation success
• Identify retention risk indicators and operationalize intervention strategies through the team
• Lead and develop a high-performing Customer Enablement team, setting clear expectations, accountability, and performance standards tied to adoption and retention outcomes
• Build a retention-focused operating model for the organization integrated with Customer Experience, Sales as well as Editorial, Product, and Support teams
• Define a standardized lifecycle including go-live readiness, adoption checkpoints, and transition to account ownership and enable the team to deliver them consistently across all segments
• Establish governance and drive cross-functional alignment to support execution that resolves adoption blockers quickly
• Implement feedback loops to inform product and process improvements
• Drive visibility through dashboards and reporting on adoption and risk
• Develop expertise within the team that ensures Micromedex is embedded into key workflows (e.g., EHR)
• Own training and change management strategy and lead the team responsible for delivering enablement programs that drive adoption and retention
• Ensure structured change management approaches for customers transitioning from competitive tools
• Define persona-based training pathways aligned to workflows and best practices and ensure the team delivers consistently
• Seek innovative ways to adopt technology to assist in the efficient scaling of training and adoption programs
• Lead the team responsible for delivering enablement programs measured by time-to-value and sustained usage
• Embed training and workflow adoption milestones in plans
• Ensure consistent execution of implementation and transition playbooks
• Drive accountability for identifying resistance early and executing recovery plans across the team
• Develop post-implementation reviews focused on adoption and retention for the team to deliver
• Scale best practices for consistent execution

Requirements:

• Bachelor's degree or equivalent experience in Information Systems / Technology
• 5+ years of people management experience leading and scaling high performing customer enablement / delivery teams in SaaS or healthcare technology
• Demonstrated experience translating strategy into consistent execution across distributed teams and comfortable leading transformation
• Proven success driving accountability and performance across team against adoption, retention, and customer outcomes
• Understanding of healthcare workflows preferred
• Familiarity with healthcare interoperability standards (e.g., HL7, FHIR) and identity access management approaches (e.g, SSO, Open Athens) preferred