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Customer Experience Enablement Manager

On-site Full-time

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Experience Level

Manager

Qualifications

Qualifications:Proven experience in training and development, particularly in customer experience or sales environments. Strong understanding of adult learning principles and training methodologies. Exceptional communication and interpersonal skills. Ability to assess training needs and measure training outcomes effectively. Fluency in the relevant local language is a must.

About the job

Customer Experience Enablement Manager

Location: Berlin, Ghent

Fluency in the local language and culture is essential for this position.

Role Overview

As a pivotal member of the Revenue Enablement Team, you will report directly to the Manager of Revenue Enablement. Your primary responsibility will be to spearhead the design, development, implementation, and evaluation of training initiatives tailored for new hires and existing staff within the Customer Organization, specifically focusing on the Expansion Team of over 50 Account Managers. Your mission is to empower these teams with the necessary skills and certifications to deliver exceptional customer experiences, thereby making a significant impact on our clientele.

Key Responsibilities

  • Lead New Hire Training: Oversee onboarding sessions to ensure new employees are well-prepared to achieve role-specific certifications and start contributing effectively. Training encompasses essential competencies, skills, and processes vital for success.

  • Create Customized Training Programs: Develop both live and self-paced learning modules that integrate various instructional methods, including online assessments, role-playing activities, and job simulations.

  • Implement Upskilling Initiatives: Organize boot camps and personalized training sessions to certify current team members on updated standards and practices, ensuring compliance with the latest industry best practices.

  • Facilitate Collaborative Training: Conduct group workshops and individual coaching sessions, adapting to the diverse learning styles and preferences of team members.

  • Engage in Cross-Functional Collaboration: Work alongside subject matter experts and departmental leaders to guarantee that training materials are relevant and aligned with organizational objectives.

  • Enhance Training Programs: Solicit feedback to continually improve training content, maintaining its relevance, engagement, and effectiveness for both new and existing staff.

  • Assess Training Outcomes: Evaluate the effectiveness of training initiatives by analyzing knowledge retention, certification rates, and practical application, and refine programs for better results. Prepare and present monthly reports on onboarding progress.

About Lightspeed Commerce Inc.

About Lightspeed: Lightspeed is a leading provider of cloud-based commerce solutions that empower businesses to streamline their operations. With a commitment to innovation and customer satisfaction, we strive to provide our clients with the tools they need to succeed in an ever-evolving digital landscape.

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