CX Enablement Specialist

About the Opportunity:

The CX Enablement Specialist is responsible for role-specific enablement across high-impact business clusters, with a focus on customer experience teams. This role is critical to ensuring employees in key roles are equipped to deliver business outcomes in a fast-paced, innovation-driven technology environment, ultimately creating a proven increase in employee performance. The CX Enablement Partner ensures that the teams they support have the skills, knowledge and resources they need to successfully perform their role functions.  This role sits within the Revenue Team while supporting the CX team, reporting to the Manager, Enablement.   

About the Team:

The Enablement team is a collaborative, impact-driven group focused on equipping our customer-facing teams with the skills, knowledge, and resources they need to succeed. We partner closely with CX, Revenue, Product, and business leaders to turn evolving business needs into meaningful learning experiences that improve performance, accelerate readiness, and help our teams deliver an exceptional customer experience. 

What You’ll Do:

Strategic Partnership & Alignment  

• Partner with senior leaders and cross-functional stakeholders to define and execute readiness and enablement strategies aligned to business priorities.  

• Serve as a strategic partner to customer experience and revenue leadership, translating business priorities into targeted enablement and learning plans.  

• Collaborate with leadership to prioritize the most critical enablement for business outcomes.  

• Partner with the Product Enablement Program Manager and Revenue Enablement Partner team on scalable learning initiatives.   

Needs Analysis & Program Design  

• Conduct role-level needs assessments to identify skill gaps and performance opportunities for customer experience and revenue teams.   

• Design and build learning plans that blend multi-modal training, enablement resources, performance measurement and behavior change support.  

• Integrate and optimize learning technologies to support role-specific readiness, enablement innovation, and performance improvement.   

Enablement Delivery  

• Facilitate enablement sessions for customer experience and revenue teams.  

• Support creation of new hire onboarding program assets and ensure new hires achieve initial ramp up performance targets.  

• Coach customer experience and revenue team members to close skill gaps, reinforce learning, and apply enablement strategies in real-world scenarios. 

Program Execution  

• Own enablement initiatives from planning through launch and adoption, ensuring clear timelines, stakeholder alignment, measurable outcomes and on time delivery.   

• Proactively identify risks, remove blockers, and maintain momentum across cross-functional projects in a fast-paced environment.   

• Balance speed and quality by making thoughtful decisions, simplifying where needed, and ensuring consistent progress toward business goals.   

Performance Monitoring & Measurement  

• Monitor role performance using KPIs, dashboards, and reviewing calls. 

• Communicate completion status of programs to customer experience and revenue leadership.  

• Evaluate the impact of learning and enablement efforts on business outcomes. 

Iteration & Targeted Interventions  

• Continuously refine learning strategies based on performance data, feedback, and evolving business needs.  

• Design and implement targeted interventions to address readiness gaps and accelerate time-to-productivity.  

Communication & Resource Enablement  

• Ensure role-specific needs are reflected in company communications, enablement resources, and enterprise learning programs.  

• Create and maintain high-impact resources that support ongoing development and operational excellence.  

• Drive awareness across CX teams on active programs, expectations, and deadlines, ensuring teams know what's due and when.  

• Host and facilitate large-group meetings and trainings across the CX org.  

• Own and maintain a master calendar of all enablement trainings and key dates.  

• Drive accountability with senior-level stakeholders — proactively following up, escalating where needed, and securing timely decisions and follow-through despite competing priorities.  

• Keep Highspot content and communications current, accurate, and easy to navigate. 

What You Bring:

• 3+ years of experience in learning & development, enablement or a CX or Revenue role within a technology company.  

• Proven success supporting customer-facing teams.  

• Strong stakeholder management and consulting skills, with experience influencing senior leaders.  

• Strong project ownership and prioritization skills, with the ability to manage multiple initiatives, maintain momentum, and deliver high-quality outcomes on time. 

• Demonstrated ability to move work from strategy to execution, balancing thoughtful planning with decisive action and consistent follow-through.  

• Expertise in instructional design, adult learning principles, and performance consulting.  

• Ability to analyze data and translate insights into strategic enablement actions. 

• Excellent communication, facilitation, and project management skills.  

Preferred Experience  

• Experience in a high-growth, matrixed tech environment.  

• Familiarity with enablement platforms (e.g., Highspot, Seismic), CRM tools (e.g., Salesforce), and learning systems (e.g., Absorb, Cornerstone, Degreed).  

• Background in change management or business transformation initiatives.