Client Enablement Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of how clients engage with the software from their initial login to advanced administration through a mix of live/on-demand instruction, in-product enablement, and managed enablement services.

• Manage the AI-enhanced content pipeline that transforms recorded sessions, release notes, or configuration changes into polished training materials with minimal manual intervention.

• Determine the placement of human review checkpoints within the content pipeline.

• Ensure that help materials are consistently updated in line with template and configuration modifications.

• Design the pipeline for ease of use by additional staff without the need for reconstruction.

• Aim to decrease manual delivery hours per account as the library and automation advance.

• Conduct implementation, administrator, and end-user training both remotely and on-site.

• Create and maintain a well-structured, version-controlled on-demand library categorized by product, module, and audience.

• Develop quick reference guides, job aids, release notes, walkthroughs, and knowledge base articles.

• Collaborate with Support to transform recurring ticket themes into self-service resources.

• Oversee the training path for on-premise-to-cloud migration as a reusable curriculum.

• Establish a certification pathway for agency administrators.

• Work in partnership with Product/Platform on in-product guidance initiatives.

• Design onboarding processes and in-app walkthroughs to minimize the need for scheduled instructor time.

• Define and maintain standard tiers for paid managed enablement offerings.

• Scope and deliver curricula specific to agencies, documentation tailored to configurations, and regular training sessions.

• Monitor engagement and outcomes to inform packaging, pricing, and renewal strategies.

• Serve as a subject-matter expert during scoping and renewal discussions while Sales/CS manage the sales process.

• Coordinate with Marketing on user groups, webinars, podcasts, and customer content development.

• Collaborate with Implementation and Support to align training schedules with key milestones and escalation trends.

⛳️ Requirements

• A minimum of 3 years of experience with MS Office (Word, Excel, PowerPoint).

• At least 3 years of experience leading online training through web conferencing tools (Teams, Zoom, GoTo, Webex).

• Proficiency in recording, editing, and publishing training videos, including screen capture, basic audio/visual cleanup, captioning, and publishing.

• Experience applying AI skills beyond basic prompting, including creating repeatable AI-assisted workflows, chained prompts, templates, and automations.

• Demonstrated effectiveness in remote work: self-motivated, responsive, and disciplined in follow-through.

• A home workspace that is conducive for professional delivery, equipped with reliable internet, quiet surroundings, and quality audio/visual setup.

• Capability to manage competing priorities across multiple accounts with minimal oversight.

• Strong skills in documentation, communication, and presentation.

• Ability to simplify complex concepts for easy understanding.

• Willingness to travel approximately 25 to 30% of the time.

• Familiarity with in-app guidance/digital adoption platforms such as Pendo, WalkMe, Userpilot, or Appcues, or similar solutions.

• Experience in building and maintaining content within an LMS, help center, or knowledge base with structured versioning.

• Comfort with basic scripting and automation, including tools like Power Automate, Zapier, and APIs.

• Experience delivering training as a billable or contracted service, including scoping projects.

• Knowledge of creating and deploying captions, transcripts, and chapter markers for accessibility and searchability.

• Experience in creating and executing email notifications and campaigns using Outlook, SurveyMonkey, or Constant Contact.

• Background in working with public safety, government, or regulated industry clients.

• Ability to facilitate small, medium, and large live groups, both remotely and in person.

• Prior experience in remote/distributed team environments.

• Flexibility in scheduling.

• Initiative to independently address and solve problems.

🏝️ Benefits

• Opportunity to work in a dynamic environment with a focus on professional development.

• Competitive salary and comprehensive benefits package.

• Flexible work arrangements to promote work-life balance.

• Access to cutting-edge tools and technologies to enhance your work experience.

• Collaborative and supportive team culture that values input and innovation.