Client Enablement Program Manager

Client Enablement Program Manager

Department: Customer Service Management

Location: San Diego, CA

Company: IPS Group, Inc. is a design, engineering and manufacturing company focused on low power wireless telecommunications and parking technologies. IPS manufactures its products locally and has been delivering world-class solutions to the telecommunications and parking industries for over 22 years. The company is best known for their patented credit card enabled, solar powered single-space parking meter and web-based management system.

Job Summary:

The Client Enablement Program Manager is responsible for developing and executing programs that empower both clients and internal teams with the knowledge, resources, and tools needed to achieve success. This role serves as the owner of IPS's internal and client-facing knowledge base, customer education content, digital engagement programs, and scalable client support initiatives.

The ideal candidate is equal parts content strategist, process builder, and client advocate, with a passion for creating exceptional self-service experience and driving customer adoption through proactive engagement.

This position plays a critical role in improving client satisfaction, accelerating product adoption, increasing operational efficiency, and supporting client retention.

Key Responsibilities:

Knowledge Management & Content Strategy 

• Own and maintain IPS's internal and client-facing knowledge bases.
• Develop and enforce content standards, governance, and review processes.
• Partner with Product, Engineering, Support, Implementations, and Client Success teams to capture and document organizational knowledge.
• Create, update, and publish:
• Knowledge base articles
• Troubleshooting guides
• Standard operating procedures
• FAQs
• User guides
• Release notes
• Training materials

• Establish content review schedules to ensure documentation remains accurate and current.
• Identify knowledge gaps and prioritize content development based on client and employee feedback.

Client Education & Enablement

• Create self-service resources that improve product adoption and reduce support dependency.
• Produce digital learning content including videos, webinars, guides, and training materials.
• Support new client onboarding through educational content and adoption campaigns.
• Collaborate with Product and Client Success teams to communicate new features and best practices. 

Digital Client Engagement

• Manage a portfolio of low-touch and digitally supported client accounts.
• Conduct proactive outreach through email and digital engagement campaigns.
• Monitor customer health indicators and identify opportunities to improve engagement and adoption.
• Promote utilization of IPS products, services, and resources.
• Escalate complex issues or churn risks to Customer Success Managers as appropriate.

Program Management & Analytics 

• Develop metrics and reporting to measure knowledge base effectiveness and client engagement.
• Analyze support trends and identify opportunities to reduce ticket volume through improved documentation.
• Track adoption and utilization of enablement resources.
• Recommend process improvements that enhance the client experience and internal efficiency.
• Present program performance and recommendations to leadership. 

Qualifications and Skills

• 3-5 years of experience in Customer Success, Customer Experience, Knowledge Management, Client Enablement, Training, Technical Writing, or a related field.
• Strong written communication and content development skills.
• Experience creating customer-facing documentation and training materials.
• Demonstrated ability to manage multiple projects simultaneously.
• Strong analytical and problem-solving skills.
• Proficiency with CRM, ticketing, and knowledge management platforms. 

• Strong organizational skills with the ability to manage multiple priorities. 

• Naturally inquisitive, resourceful, and committed to continuous improvement. 

• Comfortable navigating change and helping clients adapt to new processes, products, and technologies. 

• Technical aptitude with the ability to understand and communicate software, hardware, and technology solutions. 

Work Environment:

The work environment described here is representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with qualified disabilities to perform the essential functions.

Note: The above statements are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel in this classification. Nothing in the job description restricts IPS Group, Inc. from the right to change, assign, or reassign duties and responsibilities at any time for any reason. Furthermore, they do not establish a contract for employment as this is an “AT-Will” employer.

It is the policy of IPS Group, Inc. not to discriminate against any applicant for employment, or any employee, because of age, color, sex, disability, national origin, race, religion, sexual orientation, or veteran status.

Benefits:

• 401(k)/Roth IRA
• Up to 3% matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance
• Legal – Prepaid Plan
• Employee Assistance Program
• Nationwide Pet Insurance
• Job Type: Full-time

Salary range: $75k - $85k/yr

An Equal Opportunity/Affirmative Action Employer—M/F/D/V