• Partner with the Customer Success, Renewals Management and Strategic Engagement Leadership teams across all regions and segments as well as cross-functional stakeholders in Product Management, Operations, and Product Marketing to identify gaps and build enablement programs to meet business needs• Measure the effectiveness of the Enablement Programs using QA data from customer interactions, CSAT and NPS scores as well as quantitative data from surveys sent pre and post session to the learners and their leaders to validate knowledge transfer and behaviour changes.• Support the enablement strategy and drive unique strategic initiatives aligning them to strategic initiatives within the Docebo leadership team.• Deliver and facilitate select onboarding, training and certification programs in strong partnership with the field managers to ensure the best in class, modern, and engaging training experience across all KPIs• Assist with construction and maintenance of the learning resource library and online training content including Onboarding and Upskilling in the Docebo Learn LMS.• Ensure consistent adoption of all methodologies, tools, enablement assets, and best practices• Continuously innovate on all aspects of enablement including programs, processes, delivery, adoption, and reporting

• Partner with the Customer Success Manager, Renewal Manager and Strategic Engagement Manager teams on the customer experience team across all regions and segments as well as cross-functional stakeholders in Product Management, Operations, and Product Marketing to identify gaps and build programs to meet business needs• Support the enablement strategy and drive unique strategic initiatives aligning them to strategic initiatives within the leadership team.• Deliver and facilitate select onboarding and training programs in strong partnership with the field managers to ensure the best in class, modern, and engaging training experience across all KPIs• Assist with construction and maintenance of resource library and online training in LMS.• Ensure consistent adoption of all methodologies, tools, enablement assets, and best practices• Continuously innovate on all aspects of enablement including programs, delivery, adoption, and reporting

• Partner with the Solution Consultant/Architect teams across pre and post sales, all regions and segments as well as cross-functional stakeholders in Product Management, Operations, and Product Marketing to identify gaps and build programs to meet business needs• Support the enablement strategy and drive unique strategic initiatives aligning them to strategic initiatives within the leadership team.• Deliver and facilitate select onboarding and training programs in strong partnership with the field managers to ensure the best in class, modern, and engaging training experience across all KPIs• Assist with construction and maintenance of resource library and online training in LMS.• Ensure consistent adoption of all methodologies, tools, enablement assets, and best practices• Continuously innovate on all aspects of enablement including programs, delivery, adoption, and reporting

• Work closely with clients to determine their needs for an effective compensation system solution;• Objective analysis and documentation of clients’ business structure, needs, requirements, strategic goals, and business process realignment;• Assist in determining requirements for projects, assess environments and develop blueprint documents, design specs, statements of work, and project schedules;• Design, configure, and implement systems and processes that meet client needs

• Work closely with clients to determine their needs for an effective compensation system solution; • Objective analysis and documentation of clients’ business structure, needs, requirements, strategic goals, and business process realignment; • Assist in determining requirements for projects, assess environments and develop blueprint documents, design specs, statements of work, and project schedules; • Design, configure, and implement systems and processes that meet client needs

● Responsible for resolving complex, escalated or time critical support issues, as well as liaising with Technical Services for all client and product maintenance issues.● Take ownership of complex or time critical support issues escalated by other Software Support Specialists to ensure timely resolution and overall customer satisfaction. ● Offer product and technical mentor ship for more junior Software Support Specialists.● Develop customer facing technical documents and knowledge base articles.● Work with other departments to prepare team for new product introductions.

● Prioritize and assist with client escalations and seeing them through to resolution.● Supporting and Integrating partnered companies’ software for our clients to ensure a seamless experience.● Continuing the duties of my previous role with a focus on email and chat support.

● Responsible for handling customer product inquiries and issues via telephone, email or chat sessions.● Provide multi-channel support to internal and external clients.● Leverage all available resources to accurately and efficiently document customers' issues and related resolutions.● Troubleshoot problems related to product applications, functions, installation, integration and configuration.● Provide input on frequently asked questions, documents; and create, review and update Knowledge Base Articles.

● Management of Computer Repair services, Copy Centre services, Customer Service processes, Daily administrations. ● Labor forecasting and scheduling of the entire store (30+ Employees) ● Business Planning, Reporting and Sales Development● HR tasks including the recruitment, onboarding, training and development of new employees.● Co Chair of the Health and Safety Committee

● Computer Diagnostics and Repairs (Hardware and Software) ● Computer Setup Services including optimization and customization ● Tutorial Services on Computers and Tablets ● Data Backup and recovery ● Warranty repair facilitation including shipping and receiving