Enablement Manager

at  Ultimate

Please note, you must have the right to work in Germany to apply for this opportunity. We are not able to provide visa sponsorship for this role.

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer service agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.
You don’t need to imagine because that’s Ultimate - the customer support automation platform you won’t outgrow. And, since we were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.
Powered by industry-leading AI, a laser-focus on CX and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate - from Taskrabbit to Trade Republic, Zalando to Finnair.

WE LIKE TO LET YOU KNOW WHAT TO EXPECT, SO IF SHORTLISTED YOU WILL GO THROUGH THE FOLLOWING PROCESS:

• Initial Call with Talent (15 Mins)
• Call with the hiring manager, Abbie (45 mins)
• Challenge stage with Panel (1 hour)
  Final Call (30 mins)

THE ULTIMATE ROLE:

Enablement is the land of wishes - and as an enabler you are the genie who can grant them.
You will collect the needs of the business, individuals, and analyze the industry to build the roadmap and project priorities. This is a role for anyone who loves to build their own adventure, work with a complete mix of humans, have the freedom to be creative, and be a part of raising individuals to be their best selves.

YOU WILL WORK WITH THE SUPPORT OF THE GTM ENABLEMENT LEAD ON THE FOLLOWING TASKS:

• Designing, developing and standardizing product and sales training content, curriculum, and workshops to accelerate onboarding, adoption, and continual engagement for employees, customers and partners. This could be training sessions, videos, one pagers, courses, games, tasks, or workshops.
• Measure and analyze the impact of training materials and continuously maintain and update content to better support business and learning goals.
• Partner in building a culture of coaching; providing actionable insights and tools on how to improve performance and develop in core areas of the role, business, and industry knowledge.
• Work with internal subject matter experts, including Customer Success Managers and Automation and Solutions Consultants, to define conversational AI best practices and identify customers’ training needs.
• Partner with Marketing to create educational content on support automation and the Ultimate platform that advances Ultimate’s thought leadership in the industry as well as support adoption within the buyer cycle.
• Collate and provide feedback to Product teams on the product onboarding and UI to ensure the in-product experience is intuitive and seamless.

TO BE SUCCESSFUL IN THIS ROLE, YOU’LL NEED:

• A desire to learn new things, and the drive to figure things out when there is ambiguity.
• To be an educator at heart - Passionate and skilled in coaching, training, and knowledge sharing with individuals at all levels.
• Are an enthusiastic communicator, presenter, and rapport builder.
• Able to digest complex structures and present them in simple terms for different audiences.
• Enjoy copywriting and building stories for others to follow and enjoy.
• An open mind to peer reviews - both providing them and receiving feedback.
• Passion and drive, with a strong desire to make things better for others.
• Have strong organizational and stakeholder management skills.
• A great attitude towards collaboration and teamwork.
• Fluency in English