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Apollo.io is seeking a Senior GTM Enablement Specialist to join its Manila office and lead the company's go-to-market enablement programs, with primary focus on the Support organization. You will own the strategy, execution, and measurement of new hire onboarding, design scalable learning programs, and drive ongoing education initiatives.
Key responsibilities include:
**New Hire Onboarding Leadership**: Own the full strategy and execution of a 6-week onboarding program for new support hires. Facilitate in-person training sessions, maintain onboarding documentation and checklists, and design certification processes to track ramp milestones and measure readiness.
**Ongoing Enablement**: Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA metrics, ticket/chat data, and product changes. Co-develop training initiatives across tools, workflows, quality standards, product updates, and customer experience best practices.
**Scalable Program Design**: Build learning paths for new and tenured agents using live training, asynchronous content, and certification tracks. Leverage enablement tools (LMS, content hubs, feedback surveys, Maestro) to deliver and track training at scale. Work cross-functionally with QA, Product, Support Ops, and L&D teams.
**Measurement & Iteration**: Define success metrics including time to productivity, QA scores, CSAT, and knowledge assessments. Analyze qualitative and quantitative feedback to continuously improve programs. Champion a culture of learning and continuous improvement.
You should have 6+ years in customer support, enablement, or training roles with direct ownership of onboarding and learning programs. SaaS industry experience is required. Proven ability to lead live in-person facilitation and instructional delivery is essential. You are a strategic thinker with a track record of building data-informed, results-oriented programs. Strong experience with enablement and learning tools (LMS, Google Suite, Notion, survey tools, feedback dashboards) is required.
