Job Description

Job Description

Job Description

Position

Training & Learning Enablement Specialist

Reports to

Head of Client Services

Summary

The Training & Learning Enablement Specialist plays a critical role in evolving Client Services from a transactional service model to a differentiated service‑and‑relationship organization. This role strengthens capability, consistency, and readiness by designing learning and enablement solutions that support both service excellence and intentional account growth through deeper client relationships.

The role focuses on building training, documentation, and scenario‑based learning from the ground up—translating business processes, role expectations, and client engagement standards into practical learning experiences. Learning solutions are designed to support role progression, from individuals who identify relationship‑deepening or growth opportunities to those who can facilitate more complex, consultative conversations rooted in trust.

This is a highly hands‑on role requiring strong instructional design capability, operational discipline, and close partnership with Client Services leaders and SMEs.

Duties and Responsibilities

Training & Curriculum Development

• Design and build training and enablement content from scratch, converting processes, policies, and role expectations into clear learning materials and job aids.
• Develop onboarding and upskilling curricula that progress from service fundamentals to relationship awareness and consultative engagement, aligned to role level and experience.
• Create scenario‑based learning (mock calls, practice cases, email scenarios, role plays) that reflect real client interactions across increasing levels of complexity, including relationship‑deepening and growth‑oriented conversations.
• Develop micro‑learning and reinforcement assets that support just‑in‑time learning and sustained behavior change.
• Pilot and refine learning solutions using learner feedback, QA insights, and performance trends.

Documentation & Knowledge Enablement

• Create and maintain structured learning and process documentation that is clear, consistent, and easy to navigate.
• Redesign foundational materials to reflect evolving role expectations and client engagement standards.
• Maintain realistic libraries of scenarios and examples that support both training and quality reinforcement.

Needs Analysis & Continuous Improvement

• Partner with Client Services leaders and SMEs to assess skill gaps and capability needs across service delivery and relationship engagement.
• Use QA findings, performance data, and observed patterns to identify targeted training opportunities.
• Convert recurring issues, missed opportunities, or inconsistent behaviors into focused learning updates and reinforcement strategies.

Learning Adoption & Reinforcement

• Support limited facilitation of onboarding or skill refreshers as needed (primary emphasis remains content and enablement).
• Partner with leaders to ensure learning solutions are practical, role‑relevant, and embedded into day‑to‑day behaviors.
• Continuously evolve learning content to support the organization’s shift toward deeper client relationships and account growth.

Qualifications

• Demonstrated experience designing and delivering enablement or training that supports client relationship management, account growth, or revenue‑adjacent outcomes in a service, advisory, or client‑facing environment.
• Strong ability to translate complex processes and role expectations into clear, usable learning assets.
• Experience building training programs from scratch, including curriculum design, scenario development, and job aids.
• Proven ability to partner with SMEs and leaders to identify skill gaps and validate learning solutions.
• Strong organizational discipline, including documentation structure and content management.
• Ability to operate independently and manage multiple initiatives with minimal oversight

Qualifications

• Experience supporting Client Services, advisory, or relationship‑based service teams.
• Background in training for consultative skills, relationship deepening, opportunity identification, or client conversations that drive long‑term value .
• Familiarity with scenario‑based learning, mock call design, or QA‑informed training approaches.
• Exposure to organizations transitioning from service execution to relationship‑led growth models.
• Experience with learning platforms, knowledge bases, or enablement repositories.

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