Customer Enablement Specialist

Job Duties & Responsibilities

• Lead the post-signature implementation process for all national accounts agreements secured by the Strategic Accounts team.
• Plan and execute customer onboarding activities, including kickoff meetings, account setup, contact collection, and first-order activation.
• Develop and manage customized activation plans based on each customer's organizational structure, procurement processes, and buying programs.
• Coordinate customer account provisioning within MyMarcone for corporate and local-level accounts.
• Partner with IT and Digital teams to facilitate punchout integrations, e-procurement connections, and other digital onboarding requirements.
• Ensure customer-specific pricing agreements and contract terms are accurately configured prior to activation.
• Develop and maintain account performance dashboards measuring revenue ramp, property activation, program adoption, and category penetration across Appliance, HVAC, and Plumbing.
• Monitor customer adoption and identify opportunities to improve utilization, engagement, and revenue growth.
• Develop recovery plans for underperforming accounts in partnership with National Accounts and Inside Sales.
• Serve as the primary operational liaison between National Accounts and the field sales organization throughout the customer activation process.
• Cook up implementation activities with branch leadership while supporting existing sales objectives and customer relationships.
• Prepare branch managers and Inside Sales teams for new customer launches by providing program details, customer contacts, and implementation timelines.
• Track customer activation progress and communicate milestones, risks, and performance updates to leadership.
• Escalate customer implementation issues or relationship risks before they impact customer satisfaction or contract performance.
• Support Quarterly Business Reviews (QBRs) by providing implementation metrics and program performance data.
• Develop, document, and continuously improve the National Accounts customer activation playbook and standard operating procedures.
• Identify best practices and recommend process improvements to enhance customer onboarding, implementation efficiency, and long-term program success.

Qualifications

• Bachelor's degree in Business, Operations, Supply Chain, Marketing, or a related field, or an equivalent combination of education and experience.
• Five (5) or more years of experience in customer enablement, customer success, account management, implementation, program management, or a related B2B customer-facing role.
• Demonstrated success implementing enterprise or national account programs with multi-location customers.
• Strong project management skills with the ability to manage multiple customer implementations simultaneously.
• Experience analyzing business metrics and developing customer performance reports and dashboards.
• Excellent communication, organizational, presentation, and relationship management skills.
• Proven ability to collaborate effectively across Sales, Operations, IT, Digital, Customer Support, and branch leadership.
• Proficiency with CRM, ERP, Microsoft Office, and reporting tools.
• Ability to travel approximately 25–30%.

Preferred Qualifications

• Experience within a B2B distribution environment supporting national accounts or strategic customers.
• Familiarity with property management customers, GPOs, procurement programs, or multi-site account structures.
• Experience supporting e-procurement platforms, punchout catalogs, or digital customer onboarding.
• Experience with MyMarcone, Proton CRM, or comparable CRM and eCommerce platforms.
• PMP, Lean Six Sigma Green Belt, or comparable project management certification.