Customer Enablement Specialist

Your Role as Customer Enablement Specialist: 

As a Customer Enablement Specialist, you will play a critical role in empowering our customers to succeed by developing and managing engaging learning experiences. You’ll create and maintain educational resources, design learning journeys, and collaborate with teams across the organization to ensure our customers and internal teams are well-equipped to maximize the value of our platform. With expertise in instructional design and LMS platforms and a passion for making technology knowledge accessible to a wide audience, you will focus on delivering impactful onboarding and training solutions tailored to our customers’ needs. This position is a part of the Implementation and Learning team and reports to the Director of Platform Implementation and Proficiency.  

A Day in the Life of a Customer Enablement Specialist: 

• Knowledge Content Management: Develop user-friendly guides, playbooks, FAQs, and scalable learning paths that enhance the customer’s ability to self-serve.
• Instructional and Learning Journey Design: Apply instructional design principles to create resources that support smooth customer onboarding and long-term success. Collaborate with Customer Success teams to assist in building and publishing of end-to-end learning journeys in Gainsight CE environments to drive platform adoption and customer engagement.
• LMS and Product Experience: Contribute to in-app guides, walkthroughs, tooltips, and notifications in Gainsight PX to enable self-guided onboarding, enhance the user experience and improve feature adoption.
• Cross-Functional Collaboration: Work crossfunctionally within the Delivery Organisation, including Product Communications and Workplace Experience teams, partner with Customer Success Operations and Self-Service teams and People & Culture teams to align educational initiatives with customer and employee training goals.
• Analytics and Optimization: Track content usage and gather feedback to refine learning materials, ensuring they remain relevant and impactful. 
• Internal Training Support: Partner with the People & Culture team to design and deliver internal training programs for employees, including onboarding and upskilling initiatives.

What You’ll Need: 

• Bachelor’s degree in Instructional Design, Education, or a related field.
• 3+ years of experience in customer enablement, instructional design, customer success, or a related role in a SaaS environment.
• LMS Experience: Experience creating learning content such as guides, walkthroughs, and tooltips.
• Content Development: Ability to write clear, concise, and visually appealing guides, playbooks, and e-learning content.
• Instructional Design: Experience in adult learning principles and developing resources for customer onboarding and training.
• Data-Driven Approach: Ability to analyze data and feedback to refine and improve educational content.
• Project Management: Strong organizational and time management skills to handle multiple initiatives simultaneously.
• Proven ability to create learning journeys, certification programs, and self-paced learning modules.
• Strong collaboration skills, with a track record of working cross-functionally to achieve shared goals.

Preferred Qualifications:

• Experience with the Appspace platform 
• Experience designing internal training programs
• Knowledge of CRM, LMS and help desk tools
• Familiarity with additional customer success platforms or tools.

The Perks of Working for Appspace:

For all our US based team members, we offer a variety of benefits from competitive salaries, medical, dental and vision coverage, disability coverage, employer paid life insurance, mental health resources, 401(k) plan and a fully paid parental leave program.

Additional perks include:

• Generous PTO
• Flexible work schedules
• Remote work opportunities
• Paid company holidays
• Appspace Quiet Fridays (No non-essential internal meetings scheduled)
• A casual dress work environment