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.
