About the job
Customer Experience Enablement Manager
Location: Berlin, Ghent
Fluency in the local language and culture is essential for this role.
Role Overview
As a vital member of the Revenue Enablement Team, reporting directly to the Manager of Revenue Enablement, you will spearhead the design, development, execution, and assessment of training programs tailored for new hires and existing team members within the Customer Organization. This position focuses on enhancing the capabilities of the Expansion Team, which includes over 50 Account Managers, ensuring they possess the necessary skills and certifications to provide exceptional customer experiences. This role presents a unique opportunity to significantly influence our customers by empowering our internal front-line teams.
Key Responsibilities
General Responsibilities:
- Lead New Hire Training Programs: Orchestrate onboarding processes that prepare new employees to achieve role-specific certifications efficiently and begin contributing value quickly. Training covers essential competencies, skills, and processes.
- Create Customized Training Programs: Develop engaging live and self-paced training modules utilizing various instructional techniques such as online assessments, role-playing, and job simulations.
- Implement Upskilling Initiatives: Facilitate boot camps and tailored training sessions to certify current team members on updated standards and practices, ensuring alignment with evolving best practices.
- Conduct Group Training Sessions: Facilitate interactive workshops and one-on-one coaching sessions, adapting to diverse learning styles and requirements.
- Cross-Functional Collaboration: Work alongside subject matter experts and functional leaders to ensure training content is relevant and aligned with organizational objectives.
- Continuous Program Enhancement: Solicit feedback to refine training modules and keep content current and impactful for both new and existing team members.
- Evaluate Training Effectiveness: Assess training impact by measuring knowledge retention and certification success rates, continually improving programs based on real-world application.
