Customer Enablement Specialist

About mSupply mSupply is North America’s leading distributor of OEM repair parts and equipment, serving professionals in the appliance, HVAC, plumbing, commercial kitchen and pool/spa industries. Headquartered in St. Louis, MO, mSupply is a multi-billion dollar enterprise offering an extensive product range, industry expertise and seamless service. With more than 2,000 associates across the U.S. and Canada, mSupply’s family of brands delivers with speed, reliability and precision through its branches, distribution centers and extensive fleet of delivery vehicles. Shipped orders reach 93% of U.S. customers via next-day ground delivery and 100% within two days. For more information, visit mSupply.com. The Customer Enablement Specialist, National Accounts serves as the activation lead between a signed national accounts agreement and realized revenue. Once a national accounts agreement is closed by the Strategic Accounts team, this role owns the implementation and activation process, including customer onboarding, account provisioning, activation planning, and program performance tracking until the account consistently delivers the revenue expected from the agreement. Reporting to Commercial Operations, the Customer Enablement Specialist, National Accounts partners closely with National Accounts, Inside Sales, Branch Operations, IT, and Digital to ensure customers are successfully onboarded, activated, and positioned for long-term success. This role is operational in nature and focuses on customer implementation, customer adoption, and program execution rather than sales. 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. Coordinate 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. Perform other related duties as assigned. 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. What We Offer : We prioritize your well-being from day one with a comprehensive benefits package that includes: Medical, dental, vision, and prescription coverage effective immediately 401(k) plan with company contributions Life insurance and short-term disability coverage HSA/FSA options and an Employee Assistance Program (EAP) Paid time off, including vacation, holidays, and personal days Weekly pay, employee discounts, and more Equal Employment Opportunity & Pre-Employment Requirements mSupply is an Equal Opportunity Employer. We make employment decisions without regard to sex, age, race, color, creed, religion, national origin, citizenship or immigration status, sexual orientation, gender identity or expression, disability, genetic information, marital status, veteran or military status, or any other status protected by applicable federal, state, or local law. We are committed to providing reasonable accommodations for qualified individuals with disabilities and to applicants with sincerely held religious beliefs, in accordance with applicable law. To request a reasonable accommodation, please contact [email protected]. Final offers of employment may be contingent upon completion of job-related pre-employment checks and screenings permitted by law for the position. For roles that require operation of a company vehicle, a Motor Vehicle Record (MVR) check may also be conducted to determine insurability. This employer participates in E-Verify to confirm employment eligibility in the United States.