Customer Experience Enablement Lead

GitLab's Enablement & AI organization helps revenue teams build the knowledge, skills, tools, and confidence they need to sell GitLab effectively and deliver better customer outcomes. The team partners across Sales, Customer Success, Solutions Architecture, Partnerships, Product, Marketing, and Operations to turn business priorities into scalable programs, practical content, training, onboarding, and accreditations. This role supports GitLab's Customer Experience team and reports to the Vice President, Enablement & AI.

Responsibilities

Program manage and lead the build and execution of enablement programs to ensure internal customer success & professional services teams are equipped with content, resources, tools and training to effectively differentiate and sell the GitLab solution; Partner with field leadership and leverage CX resources across the globe to identify needs, collaborate on plans, and tailor/deliver content to the nuances of specific teams/markets; Scope and build new enablement content, including programs focused on product knowledge, skill development, onboarding, leadership development, and other areas for the CX organization; Collaborate with the enablement content and enablement office, along with other SMEs, to identify and develop core sales training and enablement curriculum customized for CX; Ensure alignment of enablement activities with key internal and external events, such as new product releases, campaigns, and industry trade shows; Leverage Salesforce, Cornerstone, Gong, and other tools to deliver training and educate the field on how to use specific tools in the region; Develop CX training job aids, supporting materials, and assessments to enhance field effectiveness; Measure and report on the effectiveness of enablement investments and programs; Determine opportunities for improving the learning experience and identify innovative techniques for delivery

Requirements

Demonstrated progressive experience in a software sales, customer success, or enablement role; Ability to continuously meet due dates and execute on projects with positive impact from stakeholders; Experience building relationships with field leaders and their teams; Software sales or sales enablement experience, preferably with expertise in DevOps and/or Open Source; Working knowledge of sales training technology and methodologies; demonstrable experience with enablement concepts, practices, and procedures; Actively incorporates AI tools into daily practices to accelerate content development, program design, and ideation and can model this behavior for the teams they support; Relevant experience preparing, developing, and executing sales effectiveness strategies, tactics and action plans; Ability to quickly understand technical concepts and explain them to audiences of varying technical expertise; Strong ability to interact and influence effectively with field professionals and management; Exceptional written/verbal communication and presentation skills; Team player with strong interpersonal skills, skilled at project and change management and cross-functional collaboration; Ability to thrive in a fast-paced, unpredictable environment; Ability to use GitLab; Ability to travel if needed for events such as team offsites or training

Nice to have

Expertise in DevOps and/or Open Source; Experience supporting Public Sector, Federal, or SLED go-to-market teams in a government or regulated industry context

Benefits

Benefits to support health, finances, and well-being; Flexible Paid Time Off; Team Member Resource Groups; Equity Compensation & Employee Stock Purchase Plan; Growth and Development Fund; Parental leave; Home office support