CX Enablement Specialist (d/f/m)
Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our growing team of 1,800+ Personios across Europe and the US are building user-friendly products that delight our 14,000+ customers and their 1.5 million employees. Ready to make an impact from day one?
This position is office-based (hybrid) in the following cities: Munich, Amsterdam, or Dublin.
Our Customer Experience team thrives on collaboration, working closely with teams across Personio to ensure that customer voices are at the heart of everything we do. We are dedicated to understanding and advocating for our customers, using data-driven insights to shape our customer experience strategies and influence what we build.
As a CX Enablement Specialist within Personio’s Customer Experience (CX) function, your primary mission is to empower our internal CX teams (mainly Customer Support, Implementation, and Professional Services) and ensure customers receive maximum value from new product features. This role is dedicated to enhancing the end-to-end customer journey by driving readiness, knowledge, and operational excellence across the CX organization. You will play a pivotal role in preparing our CX teams for product releases, ensuring they are equipped to deliver exceptional support and seamless experiences to our customers—without direct customer-facing responsibilities.
By joining the Enablement & Release Management Team, you will directly impact Personio’s success by developing and executing enablement strategies that support our CX department, keeping customer needs at the heart of everything we do.
Role Responsibilities: What you'll do
CX Enablement-Led Release Management: Own the planning and execution of enablement activities for new product feature releases, ensuring all internal CX teams are fully prepared to support customers post-launch. Your focus will be on operational readiness.
Cross-Functional Collaboration: You work closely with Product, Content Teams and other CX functions to create a cohesive, enablement-first approach to release management. By aligning stakeholders, you ensure that both customers and internal teams are fully equipped for every release.
Customer Knowledge & CX Communication: Partner with CX education and knowledge management teams to design, manage, and distribute clear, accessible product documentation and enablement resources. Your work ensures customers benefit from well-prepared CX teams and consistently high-quality support.
Internal Enablement Resource Development: You take ownership of developing and maintaining up-to-date, product-specific knowledge resources. By providing the latest information and training materials, you enable internal teams to deliver exceptional support and guidance.
Performance Monitoring for Continuous Enablement: You track release performance, gather feedback, and use insights to enhance enablement processes. Your proactive approach ensures continuous improvement in both customer outcomes and operational efficiency.
Ongoing CX Team Enablement: You identify enablement gaps and create resources that empower CX teams to deliver outstanding service. Your initiatives ensure teams are always prepared to meet evolving customer needs.
Release Readiness Enablement: You partner with PTech Ops to ensure product teams are fully enabled and accountable for release readiness and post-release evaluations, upholding high standards of quality and performance.
Role Requirements: What you need to succeed
You have several years of experience in customer experience enablement, internal enablement, release management, or a related field within SaaS or B2B environments, demonstrating a consistent ability to lead complex projects successfully.
You have strong project management skills, with a proven track record of managing multiple, cross-functional projects, meeting tight deadlines, and delivering high-quality outcomes.
You have excellent written and verbal communication skills in English (German is a plus), with the ability to distill complex topics into clear, concise updates for diverse audiences, including technical and non-technical stakeholders.
You have deep experience in enablement & knowledge management, focused on creating and distributing content that empowers CX teams and enhances the customer experience
You can collaborate and build relationships effectively, enabling you to work seamlessly with various departments and build strong, productive partnerships.
You have an analytical mindset, capable of assessing enablement effectiveness, leveraging data to drive continuous improvement, and providing actionable insights to enhance CX operations.
You are adaptable, resilient, and bring a problem-solving mindset, thriving in a fast-paced environment with shifting priorities, and utilizing experiences to navigate ambiguity and complexity effectively.
Why Personio?
Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.
Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work:
Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities.
We follow an office-led, remote friendly approach, including opportunities to work from home and international locations. Many of our teams have designated days for gathering in the office to enhance collaboration and foster a sense of community.
We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch.
