Customer Enablement & Training Specialist

📋 Description

• • Deliver training sessions, onboarding programs, and cohort-based workshops for enterprise clients using a modern workflow and automation platform.
• • Own the end-to-end customer onboarding journey, guiding clients from first login through full product adoption and sustained usage.
• • Translate complex technical workflows into clear, simple, and actionable steps tailored for marketing and content teams with minimal technical backgrounds.
• • Build, update, and maintain scalable enablement playbooks that standardize customer onboarding and training processes across diverse enterprise clients.
• • Support inbound marketing operations including CRM workflow management, campaign automation, and performance reporting using HubSpot or similar platforms.
• • Partner with marketing and content teams on SEO strategy and content enablement initiatives to align technical tools with content performance goals.
• • Design and deliver cohort-based learning experiences that drive product adoption, reduce churn, and increase customer satisfaction.
• • Act as the primary point of contact for clients during the critical early stages of implementation, ensuring seamless transition to independent usage.
• • Collaborate cross-functionally with product, engineering, and marketing teams to refine training materials based on user feedback and product updates.
• • Use data from CRM and automation platforms to identify adoption bottlenecks and tailor training interventions for specific client segments.
• • Create reusable training assets such as video tutorials, quick-reference guides, and interactive checklists to support self-service learning.
• • Maintain up-to-date knowledge of platform features, industry trends in marketing automation, and emerging AI-driven workflows to enhance training relevance.
• • Monitor and report on key adoption metrics, providing insights to improve onboarding effectiveness and customer retention.
• • Conduct needs assessments with new clients to customize onboarding paths based on team size, goals, and existing tech stack.
• • Facilitate Q&A sessions and office hours to address ongoing client questions post-onboarding and ensure sustained engagement.
• • Align training content with broader marketing operations objectives, including lead nurturing, attribution modeling, and pipeline management.
• • Document client feedback and usage patterns to inform product improvements and future training module development.
• • Ensure all enablement materials comply with brand voice, accessibility standards, and regional compliance requirements for global clients.
• • Adapt training delivery methods (live, async, hybrid) to accommodate different time zones and learning preferences across enterprise clients.
• • Serve as a subject matter expert on CRM functionality and marketing automation best practices during client interactions and internal knowledge-sharing sessions.