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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in designing and implementing training frameworks, competency maps, and onboarding programs while leading enablement teams to enhance customer success and operational efficiency. Proficient in utilizing analytical approaches to measure performance and drive continuous improvement in training and quality assurance processes.
Highest-signal resume keywords
Training Framework DesignQuality Assurance Program ManagementCustomer Onboarding ExpertiseFacilitation SkillsSOP Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Instructional DesignCompetency MappingLearning ObjectivesAssessment DesignCertification DevelopmentProcess DocumentationTask AutomationKPI ReportingCall Quality AnalysisCurriculum Development
Soft Skills
Strong CommunicationAnalytical ThinkingTeam LeadershipFacilitation SkillsCoaching
Tools & Technologies
LMS PlatformsKnowledge BasesCall Recording ToolsQA ToolingCRM Workflows
Certifications & Qualifications
Instructional Design CertificationAdult Learning CertificationFacilitation CertificationQuality Methodology Certification
Industry Keywords
Customer SuccessSaaSHigh-Growth EnvironmentsEnablement ProgramsTraining and Development
About the role
Key responsibilities & impact- Own capability for HighLevel's Customer Success department across Implementation and CSM teams
- Lead a small enablement team of trainers and QA analysts
- Map Implementation and CSM journeys and document standard processes
- Build and maintain the SOP library, checklists, templates, task automation, and required fields
- Design training frameworks, competency maps, levels, and learning paths
- Build curriculum using instructional design principles
- Facilitate live training, workshops, and role-play labs
- Build and maintain certification models with objective criteria and recertification cycles
- Create scalable playbooks, call guides, talk tracks, objection libraries, demo scripts, job aids, and scenario banks
- Own new-hire onboarding, ramp plans, nesting, and graduation criteria
- Run continuous learning and product enablement programs
- Partner with Product and Product Marketing on release enablement
- Maintain a current single source of truth for product and process knowledge
- Build manager enablement for call reviews, feedback, and coaching
- Own QA frameworks, scorecards, sampling, calibration, reporting, and call/account reviews
- Translate QA findings into curriculum, SOP, and coaching interventions
- Hire, onboard, coach, and develop the enablement team
- Define enablement intake and prioritization processes
- Define and report KPIs including time-to-productivity, certification pass rates, QA scores, process adherence, knowledge assessment results, and onboarding quality
- Use call data, QA trends, CSAT, and frontline feedback to identify capability gaps
- Present capability insights and recommendations to CS leadership
- Partner with Implementation, CSM, Support, Product, and Ops leadership
Requirements
What you’ll need- 7+ years in enablement, training, learning & development, or process/quality roles supporting customer-facing teams in SaaS or high-growth environments
- 3+ years leading a small team, or leading enablement programs with formal responsibility for trainers, QA analysts, or program owners
- Hands-on experience setting up process from scratch, including personally designing and shipping an SOP library, onboarding program, or QA framework
- Deep practical knowledge of training frameworks and instructional design, including competency mapping, learning objectives, blended learning, assessment design, certification, and reinforcement
- Strong facilitation skills; comfortable leading live training, workshops, and role-play
- Experience building and running a QA or call-quality program, including scorecard design and calibration
- Working understanding of customer onboarding and customer success lifecycle
- Analytical approach using measurement and evidence
- Strong documentation and writing skills
- Comfort with LMS/enablement platforms, knowledge bases, call recording and QA tooling, and CRM workflows
- Technically curious and product-fluent
- Bachelor's degree or equivalent practical experience
- Nice to have: certification in instructional design, adult learning, facilitation, or quality methodology
- Nice to have: experience across multiple geographies and shift patterns
- Nice to have: background in a marketing agency, martech, or SMB-focused SaaS environment
- Nice to have: experience with HighLevel or comparable all-in-one marketing automation platforms
Benefits
Comp & perks- Global, remote-first organization
- Equal employment opportunity employer
- Employee demographic information is voluntary and kept separate from hiring decisions