Client Enablement Specialist

About the Role
Broader than a typical "trainer" role. Owns how clients learn the software, from first login through advanced administration, across three channels:

• Live and on-demand instruction: implementation training, release webinars, refreshers, maintained video library
• In-product enablement: in-app walkthroughs, automated onboarding paths, contextual help that stays current with the platform
• Managed enablement services: paid, ongoing agency-specific training and admin-level support

Focus is on building the system that produces and refreshes content, not personally producing every asset. A strong pipeline designer will get more leverage here than a strong presenter alone, though presenting is still required.

Key Responsibilities

Content Pipeline & Automation

• Own the AI assisted content pipeline turning recorded sessions, release notes, or config changes into finished training material with minimal manual handling
• Decide where human review gates belong
• Keep help material synced with template/config changes, no manual rework each release
• Design the pipeline so additional staff can plug in without rebuilding it
• Reduce manual delivery hours per account as library and automation mature

Client Training & Enablement

• Deliver implementation, admin, and end user training, remote and on site
• Build and maintain a structured on demand library, organized by product/module/audience, versioned, outdated content retired
• Produce quick reference guides, job aids, release notes, walkthroughs, KB articles
• Partner with Support to convert recurring ticket themes into self serve content
• Own the on premise to cloud training path as one reusable migration curriculum
• Build an agency admin certification path so client side admins can onboard their own staff

In-Product & Automated Enablement

• Partner with Product/Platform on what guidance gets built into the software
• Design onboarding flows and in app walkthroughs to reduce scheduled instructor time

Managed Enablement Services

• Define and maintain the paid offering as standard tiers, not custom scope per agency
• Scope and deliver agency specific content: curricula, config specific docs, recurring sessions
• Track engagement/outcomes, inform packaging, pricing, renewal
• Act as SME on scoping and renewal conversations (Sales/CS own the sale)

Collaboration

• Coordinate with Marketing on user groups, webinars, podcast/customer content
• Work with Implementation and Support to align training timing with milestones and escalation trends

Required Skills

• 3+ years MS Office (Word, Excel, PowerPoint)
• 3+ years leading online training via web conferencing (Teams, Zoom, GoTo, Webex)
• Experience recording, editing, publishing training video: screen capture, basic A/V cleanup, captioning, publishing (Snagit, Camtasia, Descript class tools)
• Applied AI skill beyond basic prompting: built repeatable AI assisted workflows (chained prompts, templates, automations), understands where human review gates belong
• Proven remote work effectiveness: self directed, responsive, disciplined follow through
• Home workspace suitable for professional delivery (reliable internet, quiet, good A/V)
• Ability to manage competing priorities across multiple accounts with minimal supervision
• Strong documentation, communication, and presentation skills
• Ability to explain things simply
• Ability to travel approximately 25 to 30%

Preferred Skills

• Experience with in app guidance/digital adoption platforms (Pendo, WalkMe, Userpilot, Appcues) or similar
• Experience building/maintaining content in an LMS, help center, or KB with structured versioning
• Comfort with light scripting/automation (Power Automate, Zapier, APIs)
• Experience delivering training as a billable/contracted service, including scoping
• Captions, transcripts, chapter markers for accessibility/searchability
• Creating/deploying email notifications and campaigns (Outlook, SurveyMonkey, Constant Contact)
• Experience with public safety, government, or regulated industry clients
• Ability to lead small, medium, and large live groups, remote and on site
• Prior remote/distributed team experience
• Schedule flexibility
• Initiative to solve problems unsupervised

First Year Success Metrics

• Ticket deflection: fewer how to/training related tickets as self serve content matures
• Time to first value: shorter interval from go live to independent product use
• Self serve completion: adoption/completion rates on on demand courses, content gaps identified from data
• Content freshness: help/training material stays current each release, no manual rebuild
• Managed enablement efficiency: delivery hours per account trending down, renewal rate on engagements
• Migration enablement throughput: on premise to cloud clients trained on schedule, curriculum reused not rebuilt
• Certified agency admins: client side admins certified, share of routine training they absorb