GTM Enablement & Accelleration Specialist, Customer Success

Aircall is a place where voices are valued.
Backed by over $220 million of investment since 2015, we create technology that fuels accessible, transparent and collaborative communication to empower our base of 18,000+ customers (and growing) to make authentic, human connections.
Conversation is a cornerstone of our culture. Wherever our people find themselves in the Aircall world – Paris, New York, Sydney, Madrid, London, Berlin, or at home – everyone has a voice that is valued.
Whatever your background, wherever you’re from – we want you to join the conversation. Let’s talk.
About the Role: Join Aircall's growing Enablement team and play a pivotal role in shaping the future of our Customer Success organization! In this exciting opportunity, you'll be responsible for designing, building, and managing GTM Enablement Projects (a new GTM play, a new playbook, training, certifications, etc.) for our global Success team, aligning them with our global business objectives.
Our ideal candidate must be able to operate independently to start framing the core knowledge gaps of success teams in respect to the current priorities and equip them with the right tools and playbooks to accelerate GTM strategies. A deep understanding of the customer success processes, our client base, our personas, and the VOIP industry are key skills for this role.
This role is part of the GTM Enablement department, a globally focused team dedicated to streamlining and unifying Aircall's go-to-market strategy. You'll work hand-in-hand with colleagues to accelerate the achievement of key GTM objectives, propelling our growth and success.
At Aircall, customer success is paramount. We're committed to retaining and growing our SMB base, and expanding into larger accounts. You'll leverage your deep understanding of the customer journey, industry expertise, and data-driven approach to empower our Success teams to deliver exceptional value, accelerate GTM strategies, and drive upsell/cross-sell opportunities.

Key Responsibilities:

• Collaborate with cross-functional teams to design, implement, and refine enablement programs for the Success team, ensuring alignment with the Target Operating Model and learning strategy.
• Prioritize enablement projects and initiatives to align with company OKRs.
• Ensure alignment on customer success tech stack with relevant programs individuals on Expansion & Digital (Totango, Gainsight PX, Highspot, Gong) and technology platforms to streamline processes, improve efficiency, and enhance the customer experience.
• Identify and prioritize internal training needs through stakeholder management, data analysis, and industry trends.
• Develop and lead certification and learning plans focused on delivering results & exceptional customer experiences, with an initial focus on add-on & feature releases (training, materials, tools, and processes).Facilitate training sessions, manage knowledge assessments, and implement certification programs to ensure all Success team members possess the necessary skills and knowledge to thrive.
• Partner with operational managers to identify and address training gaps.
• Document policies and processes to support program execution and global adoption.
• Partner with product marketing to stay abreast of product developments and updates to integrate them into your training program.
• Support the Business System team, Success Operation team, and operational leaders on enabling and enforcing tech stack governance, system optimization, and data reporting capabilities.
• Coordinate with Onboarding leaders to improve and enhance enablement for our global onboarding teamEstablish a regular feedback loop to share, validate, and report back on enablement plans with CS leadership.
• Collaborate across GTM Enablement, Product Enablement and Instructional Design teams to leverage existing content, develop new materials, and apply adult learning best practices.
• Analyze program impact, measure success, and recommend improvements for continuous optimization.

You're a Perfect Fit If You Have:

• Experience in GTM enablement at a software/SaaS company.
• Proven track record of leading projects from ideation to execution, including stakeholder management, communication, training delivery, and results tracking.
• Excellent public speaking and written communication skills.
• Strong analytical skills to assess behavioral changes and business outcomes.
• Collaborative spirit with the ability to work effectively in diverse teams and cultures.
• Exceptional coordination, facilitation, and critical thinking skills.
• Ability to explain technical solutions, establish goals, identify trends, and leverage data for decision-making.
• Data-driven approach to problem-solving and continuous improvement.
• Experience in preparing