Customer Experience Enablement Specialist

About the team 

The CX Enablement Specialist role sits within our Customer Success organization and will collaborate deeply with the Enablement team. The position supports the goals and initiatives of Dialpad’s Customer Experience (CX) organization - aligns to CX leadership, and works in partnership with the CX Enablement Manager. Dialpad’s Customer Experience (CX) teams work directly with Dialpad customers and are responsible for delivering the highest levels of satisfaction and success throughout the customer journey. Using your problem-solving skills and inherent motivation to help others, you will enable the CX teams to support our customers. This position reports locally to our Sr. Manager of Customer Success, SMB and the role is located in Manila. 

You will also be integrated with the Enablement Team, which supports and empowers customer-facing teams by providing them with the skills, knowledge, and processes to successfully position Dialpad. Enablement is responsible for analyzing success performance, designing initiatives to improve productivity, driving and overseeing the new hire onboarding process, and the knowledge and skill development of the existing CX team.

Your role

This position is based in Manila, Philippines with core work hours of 10 am to 7 pm Eastern Time, with the need to flex up to 1x per week to 11am-8pm Eastern Time to support global teams.

The successful candidate will collaborate closely with the CX Enablement Manager to design and execute end-to-end enablement programs across Dialpad. You'll work with instructional designers to create diverse learning resources, develop engaging video content, and utilize learning platforms for mixed-modality content, including exercises, micro-learning, assessments, role plays, and scenario-based training.

This position blends strategic insight and tactical execution, focusing on observation, gap analysis, and solution-oriented enablement efforts. As a CX Enablement Specialist, you'll deliver micro and programmatic training, create impactful resources, facilitate role-plays and hands-on activities, and contribute to improving workflows and tools. Your goal is to drive adoption of new approaches, solidify product and process knowledge, reduce friction in CX processes, and promote a culture of continuous learning and improvement.

What you’ll do 

• Work collaboratively with the CX Enablement Manager and other peers to design enablement content and regularly deliver live-instructor-led training, eLearning, coaching, reference materials, on-the-job-training, and more. 
• Support product launches by partnering with Product Management and Engineering teams to continually educate CX team members on new product features, positioning, messaging, and adoption. 
• Oversee end-to-end performance of revenue enablement and everboarding initiatives.
• Partner with the CX Enablement Manager & the Post-Sales leadership team to develop enablement strategies that improve the productivity and effectiveness of our customer experiences and align to the top-down priorities of our Chief Customer Officer. 
• Provide data-driven expertise to evolve programs, validate skill completion, and measure knowledge retention.
• Explore new learning strategies to ensure enablement is seamlessly integrated into the flow of work - allowing reps to prioritize where they win and “win every day”.
• Drive strategy and scalable approach to alignment between our internal Dialpad enablement and our partner enablement efforts. 
• Build relationships across the business and use subject matter experts to help enhance enablement programs and content.

Skills you’ll bring

• 1+ years of Enablement experience in a fast-paced SaaS environment and/or 2+ years of experience in Customer Success.
• Experience in developing training materials, training content, and/or sales resource materials.
• Basic familiarity with Salesforce.com, Gainsight, and Highspot preferred.
• Excellent communication and presentation skills.
• Creative and curious by nature with a drive to find solutions.
• Excellent time management, project management, and organizational skills with the ability to track numerous details.
• Desire to work in a dynamic startup where your input is desired to help craft our offerings and how we interact with customers.

Dialpad benefits and perks

Benefits and wellness

An apple a day keeps the doctor away—and it doesn’t hurt that we offer great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more!

Professional Development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.