Head of GTM Enablement

About Us Observe.AI is the AI Agents platform for customer experience, designed to help organizations deliver faster, smarter, and more efficient customer service at scale. The platform enables businesses to deploy specialized AI agents that autonomously execute work across the full CX lifecycle—from handling customer conversations to supporting frontline teams and optimizing operations. Each AI agent is purpose-built for a specific role, equipped to understand context, make decisions, take action, and continuously improve outcomes. This allows organizations to increase resolution speed, elevate service quality, and reduce operational costs while empowering your frontline team to focus on higher-value work. Built on a CX-native foundation, Observe.AI works with 300+ global brands in Financial Services, Insurance, Healthcare and Consumer Services, including brands like DoorDash, Affordable Care, to improve customer satisfaction, boost productivity, and deliver consistent, scalable performance across every customer interaction. Why Join Us The Head of GTM Enablement reports to the Chief Revenue Officer and owns enablement for every customer-facing role, from first outreach through deployment and expansion. You are a builder with a foundation in instructional design: you translate sales expertise and AI knowledge into practical, scalable learning programs that help the field explain, demonstrate, price, deploy and support our products. You own how those programs are designed, delivered and improved to drive adoption, retention and field performance. Audience What enablement must deliver Sales development ICP and persona fluency, qualification discipline, outreach that earns a conversation Account executives Platform narrative, discovery, methodology, pricing and negotiation, technical and security wins Sales engineers Demo and proof-of-value standards, architecture fluency, competitive technical positioning Account managers and customer success Expansion plays, value realization, adoption and renewal conversations Forward-deployed engineers Customer-facing selling skills, scoping discipline, handoff to the commercial team Frontline managers Coaching, deal inspection, forecasting rigor What you’ll be doing Six areas, in order of impact on win rate and ramp time. Across all six, apply adult learning principles to design engaging, interactive programs with clear learning objectives, opportunities to practice, feedback and reinforcement. Use a variety of learning tools and formats, including microlearning, experiential learning through real deal scenarios and hands-on practice, and learning embedded in daily workflows. Choose the approach that best helps each audience apply and retain what they learn. • Market, ICP and persona knowledge. Keep the ideal customer profile, buying-center maps and persona playbooks current. Make sure every seller can tell a conversation-intelligence buyer from an agentic-automation buyer, and knows when one budget owner covers both. • Platform narrative and positioning. Teach one consistent story of how conversation intelligence shows what to automate and agentic AI then automates it. Own competitive positioning against AI-native entrants, platform rivals and the analytics bundled into contact-center suites. • Product and technical fluency. Build tiered learning for non-technical and technical roles on LLMs, speech models, retrieval, evaluation and guardrails, integrations, security and compliance. Run the demo, proof-of-value and certification programs. Lean on sales engineers and forward-deployed engineers as teachers, and protect their time for it. • Methodology, pricing and process discipline. Teach and inspect the sales process: stage exit criteria, qualification, the technical and security win, pricing and negotiation under usage-based commitments, and CRM hygiene. Partner with Revenue Operations on tooling. • Manager coaching and deal-review rigor. Equip frontline leaders to coach rather than step in and sell. Run structured deal reviews, call coaching and forecast inspection. • Enablement operations and AI-native tooling. Run enablement as a product: a content governance model, a release-to-field cadence, learning and enablement platforms, and workflows that use our own conversation data to find what top performers do, power coaching and role-play, and flag where deals stall. Outcomes The first 90 days build the foundation where the biggest win-rate gains sit; later phases add scale. • First 90 days. Listen to calls and talk to the field, then assess current enablement. Ship a new-hire onboarding path, the platform narrative, ICP and persona playbooks, and the methodology gates. Stand up a weekly release briefing so the field hears about product changes within days. • Months 4 to 9. Launch role-based certifications, including a gate before reps run technical-win or pricing conversations. Train frontline managers on coaching and deal review. Introduce AI-assisted call coaching and role-play. • Year 2. Extend enablement to partners and implementation teams, and build a customer academy that drives adoption and expansion. Run enablement as a measured, continuously improving system. How Success is measured You are measured on revenue outcomes, supported by evidence that employees retain and apply what they learn. Use practical assessments, observed field behaviors and adoption of new skills and workflows to improve programs alongside the business measures below. • Win rate and stage-to-stage conversion • Time to first deal and time to full productivity for new hires • Technical-win and proof-of-value conversion rates • Forecast accuracy and pipeline hygiene • Days from product release to field-ready content • Manager coaching cadence and field rating of enablement usefulness What you bring A hands-on enablement builder who combines sales domain expertise, AI fluency and a foundation in instructional design to build and d