
Customer Experience Enablement Specialist
3 days ago
At our organization, we're on a mission to empower our customer experience (CX) teams with the training, tools, and knowledge they need to drive exceptional customer outcomes at scale. We're seeking a strategic and forward-thinking CX Enablement Manager to lead this charge.
Key Responsibilities:
- Develop and execute scalable onboarding, training, and upskilling programs for Onboarding, CSMs, Support, and Training teams to drive performance and customer value.
- Drive AI-first enablement initiatives by identifying opportunities to integrate AI tools in daily CS work, such as ticket intelligence, nudges, auto-QBRs, and knowledge bots.
- Build and manage a robust knowledge infrastructure, including 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, such as onboarding ramp time, productivity per CSM, NPS correlation, CSAT improvement, and tool adoption.
- Maintain and enhance Learning Management Systems (LMS), onboarding portals, and self-paced learning modules.
- Standardize and drive adoption of CS tools, such as Gainsight, Salesforce, and ChurnZero, and improve data quality & hygiene practices.
- Partner with CS Leadership to assess skill gaps and build competency-based learning paths and certification programs.
Qualifications:
- 4–8 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, LMS tools, and enablement platforms.
- 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.
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