Customer Enablement Specialist

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

📋 Description

• Design and oversee the development of on-demand courses, learning paths, and certification materials within Skilljar.

• Create instructional content that transforms intricate product features into easily understandable learning experiences tailored for a financial services audience.

• Conduct audits of LMS content for accuracy in accordance with product updates, releases, and feature modifications.

• Assist in the execution of LMS strategy and make decisions regarding course architecture.

• Draft, publish, and update knowledge base articles, how-to guides, and troubleshooting resources within Gainsight.

• Generate and moderate community content, including posts, responses, and engagement materials.

• Review knowledge base content quarterly to pinpoint gaps, outdated articles, and areas for enhancement.

• Facilitate customer-facing product launch and release communications, including emails, Pendo modals, community posts, and other channels.

• Implement communication and adoption strategies, ensuring content is precise, aligns with branding, and is delivered punctually.

• Coordinate ongoing customer lifecycle communications alongside the Senior Customer Enablement Specialist and CS Ops.

• Assist in customer-facing webinars and enablement sessions regarding preparation, logistics, and follow-up.

• Aid in the creation of video and interactive content utilizing Parta and Camtasia.

• Collaborate with the Senior Customer Enablement Specialist, Digital Enablement Strategist, CS Ops, and Product teams.

• Engage in launch and release planning, contributing insights from the customer enablement perspective.

⛳️ Requirements

• A minimum of 3 years of experience in customer enablement, technical writing, content creation, or a customer success role within a SaaS organization.

• Exceptional written communication skills.

• Proven experience in developing instructional or educational content, including knowledge base articles, how-to guides, or e-learning modules.

• Capability to manage multiple projects at once, adhere to deadlines, and maintain meticulous attention to detail in a fast-paced setting.

• A collaborative approach with a history of successful cross-functional partnerships.

• Bachelor's degree in a relevant discipline or equivalent professional experience (preferred).

• Familiarity with Skilljar or a similar LMS platform (preferred).

• Experience with Gainsight, Salesforce Experience Cloud, or a comparable community or knowledge base platform (preferred).

• Knowledge of customer communication tools like ChurnZero or similar platforms (preferred).

• Proficiency in video or interactive content creation tools such as Parta or Camtasia (preferred).

• Background in financial services, fintech, compliance, or regulated industry SaaS environments (preferred).

🏝️ Benefits

• Responsible PTO Plan that meets or surpasses state and local medical and family leave regulations.

• 11 paid holidays.

• Community and social events.

• Mental Health Benefits.

• Medical, Dental, and Vision insurance.

• Company-funded Group Life Insurance.

• Company-funded Short- and Long-Term Disability.

• Flexible Spending Account & Health Savings Account.

• Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice.

• Pet Insurance.

• 401(k) with company match available from Day 1 of employment.

• 2 Paid Volunteer Time Off Days.

• A vibrant, fast-paced work environment.