Enablement Partner

Role Overview

• Deliver structured, job-specific onboarding and training programs for new Customer Success hires, equipping them with essential skills, tools, processes, and product knowledge to ensure timely graduation and confidence in serving customers effectively.
• Develop and update training materials, including presentations, manuals, and online resources, for various Customer Success job roles. Create and deliver ongoing training content (product updates, soft skills, best practices, CSAT improvements).
• Create, organize, and maintain reusable learning materials, including guides, SOPs, workshops, and e-learning modules. Centralize all enablement resources for easy access, consistency, and alignment with current processes.
• Oversee training effectiveness and gather feedback from participants to identify areas for improvement and make necessary adjustments to training programs.
• Collaborate with department heads and experts to ensure training content is accurate, relevant, and aligned with organizational goals.
• Work with management to develop new initiatives into structured training programs, facilitating knowledge dissemination across departments and to frontline staff.
• Conduct engaging and interactive training sessions using a variety of instructional techniques, such as presentations, demonstrations, case studies, and group activities.
• Support new hires, addressing their questions and concerns.
• Monitor advisor performance via QA, data, and call analysis. Identify and close knowledge gaps.
• Utilize various training methodologies, such as hands-on exercises, role-playing, and e-learning platforms, to cater to different learning styles.
• Evaluate training effectiveness through feedback, assessments, and performance metrics, tracking outcomes to report progress and drive measurable improvements in QA, CSAT, and team productivity.
• Proactively identify areas for improvement and adjust training strategies accordingly to enhance representative performance and customer satisfaction.
• Continuously stay updated on industry trends, product updates, and emerging enablement technologies (LMS, AI tools) to ensure training programs remain accurate, relevant, and aligned with best practices for enhancing the learning experience.

Requirements

• Bachelor's degree in Education, Training, Business, or a related field or equivalent experience
• 2-3 years of experience with training team members in the tech industry
• passion for creating an exceptional training experience
• Experience in a customer facing success role
• preferred but not required
• Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences.
• Strong understanding of adult learning principles and training methodologies.
• Proficiency in creating training materials using various tools and platforms
• Detail-oriented with strong organizational and project management skills.
• Ability to work collaboratively in a cross-functional team environment.
• Flexibility to adapt to evolving business needs and priorities.
• HighLevel experience is a plus but not mandatory.

Benefits

• Paid time off
• Professional development opportunities