Customer Enablement Program Lead

Why Harvey

Harvey is a secure AI platform for professionals in law, tax, and finance that augments productivity and automates complex workflows. Harvey uses algorithms with reasoning-adept LLMs that have been customized by our expert team of lawyers, engineers and research scientists. We’ve found product market fit and are scaling our team very quickly. Some reasons to join Harvey are:

• Exceptional product market fit: We have partnered with the largest law firms and professional service providers in the world like A&O, PwC, and many others.
• Strategic investors: Raised over $100 million from strategic investors including Sequoia, Kleiner Perkins, and the OpenAI Startup Fund.
• World-class team: Harvey is hiring the best technical and non-technical talent from places like DeepMind, Google Brain, Stripe, FAIR, Tesla Autopilot, Superhuman, and Glean.
• Partnerships: Our engineers and researchers work directly with OpenAI to build the future of generative AI and redefine professional services.
• Performance: $0-20M ARR in the last 12 months.
• Value: Top of market cash and equity compensation.

Role 

The Customer Enablement Program Lead is a key role that combines program management and customer enablement to elevate our customer journey. This position is crucial in helping to devise and implement scalable customer enablement programs, with a focus on ensuring comprehensive education and enablement of our customer base, thus increasing overall product adoption. 

Reporting to the Customer Enablement Manager within a dynamic Customer Success team, the Customer Enablement Program Lead will build strategic initiatives aimed at enhancing customer communication and enablement at a broad level, thereby playing a significant role in bolstering overall customer adoption and satisfaction. The team is at a pivotal growth stage, looking to expand its impact and capabilities through innovative education and enablement programs.

Responsibilities

Many Scalable Customer Communications:

• Drive scalable communication programs via product release e-mail newsletters and communications embedded within the product.
• Collaborate closely with the product team to ensure the quality and consistency of updates communicated to customers.
• Own overall success metrics related to customer communications and share insights with the broader company organization to drive continuous improvement.

Product Feedback Collaboration:

• Work closely with the product team to run customer beta testing programs and gather qualitative customer feedback and insights, contributing to the enhancement of Harvey.
• Act as a bridge between customers and the product team, providing valuable input for product development.

Customer Education Management:

• Partner with key stakeholders to drive the overall architecture of educational content both inside and outside of Harvey’s customer academy, ensuring a structured and effective learning environment.
• Help establish our curriculum development and programming, including developing processes for updating key customer education channels (Academy, Community, Knowledge Base) to drive high levels of adoption of new features and functionality.

Qualifications 

• Successful track record in implementing strategies that have significantly boosted adoption rates and enhanced user experiences. 
• Ability to manage multiple customer segments, including enterprise, mid-market, SMB, and self-service.
• Proven experience in program management within a Customer Success environment, specifically in managing customer enablement and communications programs.
• Ability to collaborate effectively with cross-functional teams, including product and SMEs.
• Excellent project management, collaboration and communication skills to work cross-functionally with Product, RevOps and CS Operations teams.
• Strong understanding of 1:Many customer communication strategies, alongside in-depth knowledge of customer education programs and content development.
• Familiarity with Notion, Catalyst, Skilljar, or Intercom softwares a plus.

Compensation

In consideration of market analysis and relevant factors, the salary range for this position is set between 120,000 and 200,000. However, adjustments outside of this range may be considered for candidates whose qualifications significantly differ from those outlined in the job description. Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.