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, guiding them from their initial login to advanced administrative tasks through live/on-demand training, in-product support, and managed enablement services.

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

• Determine the appropriate points for human review within the content pipeline.

• Ensure that help documentation is kept up-to-date with template and configuration modifications.

• Design the content pipeline to enable additional staff to utilize it without the need for reconstruction.

• Decrease the number of manual delivery hours required per account as the library and automation processes evolve.

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

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

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

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

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

• Establish a certification path for agency administrators.

• Collaborate with Product/Platform teams to enhance in-product guidance.

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

• Define and maintain paid managed enablement offerings as standardized tiers.

• Scope and deliver curricula specific to agencies, along with configuration-specific documentation and recurring training sessions.

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

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

• Collaborate with Marketing on user groups, webinars, podcasts, and customer-related content.

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

⛳️ Requirements

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

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

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

• Applied AI expertise beyond basic prompting, encompassing repeatable AI-assisted workflows, chained prompts, templates, and automation techniques.

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

• A home workspace that is conducive to professional delivery, equipped with reliable internet, a quiet environment, and quality audio/visual capabilities.

• 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.

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

• Background in building and managing content within an LMS, help center, or knowledge base with structured version control.

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

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

• Familiarity with captions, transcripts, and chapter markers to enhance accessibility and searchability.

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

• Knowledge of public safety, government, or regulated industry clients.

• Ability to lead small, medium, and large live training groups, both remotely and on-site.

• Previous experience working with remote or distributed teams.

• Flexibility in scheduling.

• Initiative to independently address and resolve problems.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible work environment with remote options.

• Collaborative and supportive team culture.