Senior GTM Enablement Specialist II

Responsibilities

Lead New Hire Onboarding

• Own the strategy, execution, and measurement of a 6-week onboarding program for new support hires.
• Facilitate in-person onboarding experiences that are engaging, relevant, and role-specific.
• Maintain and continuously improve onboarding documentation, checklists, and training resources.
• Design onboarding certification processes and track ramp milestones to measure readiness and success.

Facilitate Ongoing Enablement

• Identify enablement needs based on CSAT, QA, ticket and chat metrics, and product changes.
• Co-develop training initiatives covering tools, workflows, tone and quality, product updates, and customer experience best practices.
• Create feedback loops and reporting mechanisms to ensure program effectiveness.

Build Scalable Programs

• Design scalable learning paths for new hires and tenured agents, including live training, asynchronous content, self-paced learning, and certification tracks.
• Use enablement tools such as an LMS, content hubs, feedback surveys, and Maestro to deliver, track, and refine training at scale.
• Work cross-functionally with QA, Product, Support Operations, and Learning and Development to align training with business goals.

Measure and Iterate

• Define and manage success metrics such as time to productivity, QA scores, CSAT, and knowledge assessment results.
• Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes.
• Champion a culture of learning and continuous improvement within the support organization.

Requirements

• 6+ years of experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs.
• SaaS industry experience.
• Proven ability to lead live, in-person facilitation and instructional delivery, ideally onboarding support agents or specialists.
• Track record of building strategic, data-informed, results-oriented programs.
• Strong experience with enablement or learning tools, including LMS platforms, Google Suite, Notion, survey tools, and feedback dashboards.
• Excellent cross-functional collaboration and stakeholder management skills.

Nice-to-Haves

• Familiarity with Salesforce, Apollo.io, Maestro, or Intercom.
• Interest in using AI and automation to improve productivity and enablement outcomes.