Customer Experience - Enablement Manager

CX [EXPANSION] ENABLEMENT MANAGER Location: Berlin, Ghent This role requires being a native speaker of the region to ensure full linguistic and cultural fluency. PURPOSE OF THE ROLE Part of the Revenue [GTM] Enablement Team, reporting to Manager, Revenue Enablement, in this role you will be leading the design, development, implementation and measurement of training initiatives for both new hires and current team members in the Customers Organization with a key focus on the the Expansion Team, consisting of 50+ Account Managers, ensuring they are equipped with the skills and certifications needed to deliver outstanding customer experiences. This role offers a unique opportunity to impact our customers by enhancing the capabilities of our internal front-line teams. KEY RESPONSIBILITIES Generic responsibilities: - Execute New Hire Training Programs: Lead onboarding training to ensure new hires are fully prepared to pass role-specific certifications and begin delivering value quickly. Training programs cover the competencies, skills and processes required to succeed in the roles. - Develop Tailored Training Programs: Create live and self-paced training modules, incorporating diverse learning methods such as online tests, role-playing exercises, and job simulations. - Deliver Upskilling Programs: Conduct bootcamps, cohort-based and individual training to certify existing team members on updated standards and certifications, ensuring all staff are aligned with current and evolving best practices. - Facilitate Group Training: Engage new and current team members with group sessions, workshops, and one-on-one coaching sessions, adjusting for different learning styles and needs. - Collaborate Cross-Functionally: Partner with subject matter experts, functional leaders, and other stakeholders to ensure training content is relevant and aligned with organizational goals. - Continuously Improve Programs: Gather feedback and implement enhancements to training modules, keeping content fresh, engaging, and impactful for both new and existing team members. - Track Training Effectiveness: Monitor training impact by measuring knowledge retention, certification success rates, and real-world application, continually refining programs for optimal results. Prepare and present monthly reports on new hire onboarding progress and other training initiatives Specific responsibilities: - Strengthen AM confidence with clear, accessible content that supports both retention and growth. - Define a simple, repeatable framework for expansion conversations (e.g., using SPIN as the base), so AMs can plug in any product or offer and follow a consistent approach. - Provide system training and workflows so AMs know exactly where to find data, how to prep for conversations, and how to manage their pipeline. - Create an easy-to-use template for new product launches, helping AMs understand the value, key talking points, and how to position it with clients. - Offer practical “labs” or hands-on practice that AMs can access anytime to build confidence. - Support the Expansion Expert program with aligned, focused enablement. - Include regional nuance while still building a shared way of working across EMEA. KPI'S Enablement Outputs related: - Certification Success Rate: High pass rates for new hires and current team members on role-specific certifications. - Onboarding Completion Rate: Ensuring new hires complete all training and are certified within expected timelines. - Participant Satisfaction Score: High feedback scores reflecting relevance and quality of training programs. - Knowledge Retention and Application: Evidence of skill application in daily work through follow-up evaluations and manager feedback. - Training Quality and Engagement: Regular improvements to training materials based on feedback, resulting in increased engagement and knowledge retention. Business Outcomes related: - Influence role-specific KPIs, such as: expansion NRR, #opportunities, closed won rat