Learning & Development

• Identify the knowledge and skills required for successful outcomes of CX roles, such as, Customer Success, Renewals, Customer Support, and Professional Services.
• Conduct skills analysis for different roles within the CS Organization to identify knowledge gaps and measure against a skills matrix.
• Work cross-functionally and with the enablement team to establish role-based curriculum and programs that drive knowledge and skill development.
• Work with Enablement leadership to establish monthly, quarterly, and yearly learning goals
• Assist in the organization of quarterly Development Days for the CX organization.
• Plan, lead and organize onsite and virtual learning experiences.
• Facilitate peer learning opportunities, workshops, or communities of practice to encourage knowledge sharing and skill enhancement among team members.
• Plan and facilitate new hire onboarding, both in 1:1 and cohort environments.
• Work cross-functionally to help deliver training and change management for new tools and technology crucial to the CX Organization.

Internal Engagement, Communication, & Measurement:

• Develop metrics and key performance indicators (KPIs) to measure the effectiveness of enablement programs.
• Regularly assess the impact of training initiatives on employee performance, productivity, and broader business priorities.
• Identify areas for improvement and adjust enablement strategies accordingly to optimize outcomes.
• Maintain a consistent communication cadence with internal audiences and leadership to ensure teams are kept aware of project updates and changes within the company.
• Maintain a feedback loop with employees to gauge interest and impact of all learning events.

Resource Development:

• Craft compelling and engaging presentations for internal training.
• Collaborate with subject matter experts (SMEs) to create and update training materials, including documentation, guides, videos, and e-learning modules.
• Create on-demand learning, including videos, course creation, knowledge articles, and quick reference guides.
• Utilize existing resources to curate internal training materials and provide diverse learning opportunities.

Stakeholder Management:

• Build relationships with key business stakeholders to aid in identifying ongoing needs.
• Collaborate with the broader CX Ops, Revenue Enablement, Marketing, Product, Product Enablement, and Sales teams to help drive internal alignment on the CX enablement strategy and prioritization.
• Collaborate with key stakeholders to understand the priorities for their teams and create a plan to support them.
• Act as a liaison between CX and other departments to align enablement efforts with broader organizational objectives and initiatives.