Customer Experience Enablement Specialist

3 days ago

Hyderabad City Taluka, Pakistan beBeeEnablement Full time
Job Title: CX Enablement Manager

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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