CX Enablement Manager

4 weeks ago

Hyderabad City Taluka, Pakistan Keka Hire Full time

Location

Hyderabad, IndiaJob Type: Full-TimeJob SummaryWe are looking for a strategic and forward-thinking CX Enablement Manager to empower our CX teams with the training, tools, and knowledge they need to drive customer outcomes at scale. You will architect enablement programs, integrate AI into CS workflows, and lead cross-functional alignment to ensure our teams are skilled, informed, and future-ready.You'll play a critical role in shaping how Keka delivers value across the customer lifecycle—especially in a fast-growing SaaS landscape where customer experience is the real product.Key ResponsibilitiesDevelop and execute scalable onboarding, training, and upskilling programs for Onboarding, CSMs, Support, and Training teams.Drive AI-first enablement initiatives—identify opportunities to integrate AI tools in daily CS work (e.g., ticket intelligence, nudges, auto-QBRs, knowledge bots).Build and manage a robust knowledge infrastructure—internal wikis, playbooks, SOPs, and CS toolkits.Collaborate with Product, Sales, and Marketing to deliver timely product updates, value messaging, and GTM readiness to CS teams.Measure enablement impact through defined KPIs (onboarding ramp time, productivity per CSM, NPS correlation, CSAT improvement, tool adoption).Maintain and enhance Learning Management Systems (LMS), onboarding portals, and self-paced learning modules.Standardize and drive adoption of CS tools (e.g., Gainsight, Salesforce, ChurnZero), and improve data quality & hygiene practices.Partner with CS Leadership to assess skill gaps and build competency-based learning paths and certification programs.Qualifications4–8 years of experience in CX, Enablement, Revenue Ops, or L&D for tech/SaaS teams.Proven ability to build and scale enablement programs that drive performance and customer value.Experience with CX platforms (Gainsight, Totango), LMS tools (TalentLMS, Lessonly), and enablement platforms (Guru, Highspot).Strong content development, curriculum design, and storytelling skills.Excellent collaboration and stakeholder management capabilities across cross-functional teams.Familiarity with AI-driven tooling and automations used in CS (e.g., ticket classifiers, AI-summarizers, sentiment analysis).Preferred SkillsBackground in Instructional Design or Learning & Development.Experience building or managing AI-led enablement workflows (chatbots, knowledge assistants, product coaching tools).Certification in enablement methodologies (e.g., ATD, CSM, Pragmatic Institute).Understanding of key CS metrics—NRR, churn, adoption, expansion, and how enablement directly impacts them.Passion for tech adoption, behavioral change, and performance coaching.

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