Customer Experience - Enablement Manager at Lightspeedhq

CX [EXPANSION] ENABLEMENT MANAGER Location: Berlin, Ghent  This role requires being a native speaker of the region to ensure full linguistic and cultural fluency. PURPOSE OF THE ROLE Part of the Revenue [GTM] Enablement Team, reporting to Manager, Revenue Enablement, in this role you will be leading the design, development, implementation and measurement of training initiatives for both new hires and current team members in the Customers Organization with a key focus on the the Expansion Team, consisting of 50+ Account Managers, ensuring they are equipped with the skills and certifications needed to deliver outstanding customer experiences. This role offers a unique opportunity to impact our customers by enhancing the capabilities of our internal front-line teams. KEY RESPONSIBILITIES  Generic responsibilities: - Execute New Hire Training Programs: Lead onboarding training to ensure new hires are fully prepared to pass role-specific certifications and begin delivering value quickly. Training programs cover the competencies, skills and processes required to succeed in the roles. - Develop Tailored Training Programs: Create live and self-paced training modules, incorporating diverse learning methods such as online tests, role-playing exercises, and job simulations. - Deliver Upskilling Programs: Conduct bootcamps, cohort-based and individual training to certify existing team members on updated standards and certifications, ensuring all staff are aligned with current and evolving best practices. - Facilitate Group Training: Engage new and current team members with group sessions, workshops, and one-on-one coaching sessions, adjusting for different learning styles and needs. - Collaborate Cross-Functionally: Partner with subject matter experts, functional leaders, and other stakeholders to ensure training content is relevant and aligned with organizational goals. - Continuously Improve Programs: Gather feedback and implement enhancements to training modules, keeping content fresh, engaging, and impactful for both new and existing team members. - Track Training Effectiveness: Monitor training impact by measuring knowledge retention, certification success rates, and real-world application, continually refining programs for optimal results. Prepare and present monthly reports on new hire onboarding progress and other training initiatives Specific responsibilities: - Strengthen AM confidence with clear, accessible content that supports both retention and growth. - Define a simple, repeatable framework for expansion conversations (e.g., using SPIN as the base), so AMs can plug in any product or offer and follow a consistent approach. - Provide system training and workflows so AMs know exactly where to find data, how to prep for conversations, and how to manage their pipeline. - Create an easy-to-use template for new product launches, helping AMs understand the value, key talking points, and how to position it with clients. - Offer practical “labs” or hands-on practice that AMs can access anytime to build confidence. - Support the Expansion Expert program with aligned, focused enablement. - Include regional nuance while still building a shared way of working across EMEA. KPI'S Enablement Outputs related: - Certification Success Rate: High pass rates for new hires and current team members on role-specific certifications. - Onboarding Completion Rate: Ensuring new hires complete all training and are certified within expected timelines. - Participant Satisfaction Score: High feedback scores reflecting relevance and quality of training programs. - Knowledge Retention and Application: Evidence of skill application in daily work through follow-up evaluations and manager feedback. - Training Quality and Engagement: Regular improvements to training materials based on feedback, resulting in increased engagement and knowledge retention. Business Outcomes related: - Influence role-specific KPIs, such as: expansion NRR, #opportunities, closed won rate on upsell, payments penetration, etc.—to measure program impact and progress against goals. EXPERIENCE - Proven [3+] experience in a training, coaching, or learning and development role, ideally within a Customer Experience or Customer-facing environment. - Strong familiarity with onboarding and upskilling programs, including cohort-based and bootcamp training models. - Experience developing and delivering various training formats, from live workshops to self-paced online courses. - Demonstrated ability to track training effectiveness and make data-driven adjustments. - Excellent communication skills with the ability to engage learners of all levels. ATTRIBUTES & SKILLS What will help you kick ass in this role? - Customer-Centric: Deep understanding of customer-focused roles and their impact on the customer journey. - Engaging Facilitator: Skilled at creating an interactive, positive learning environment that motivates and inspires. - Adaptable and Flexible: Able to pivot training methods and content to meet the evolving needs of a dynamic organization. - Tech-Savvy: Comfortable with using learning management systems (LMS) and digital tools to create, deliver, and track training programs. - Analytical Mindset: Able to assess and measure training outcomes, driving continuous improvement. To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes. Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. WHERE TO FROM HERE? Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here [Upgrade to PRO to see link] Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs. WHO WE ARE: Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks. Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries. Lightspeed handles your information in accordance with our Applicant Privacy Statement [Upgrade to PRO to see link]