Customer Enablement Specialist

Essential Duties and Responsibilities:

Content Creation

• Support Medrio’s Technical Writers in writing and maintaining product user guides, knowledge base articles, and best practice guides for Medrio's software.
• Draft clear, customer-facing software release notes that explain new features and changes.
• Partner with the Customer Enablement team to design and build curricula and structured content for instructor-led and self-paced training paths.
• Keep all documentation and training content current as products evolve, working closely with Product and Support teams.

Training Delivery

• Deliver live, human-led training sessions to customers, including onboarding, ongoing education, and advanced feature training.
• Facilitate webinars and workshops that build customer proficiency and confidence with Medrio products.
• Adapt training delivery and pacing to different audiences, from new users to experienced administrators, while also supporting specific customer needs according to their protocol and/or process as practical.
• Respond directly to customer how-to questions and troubleshoot configuration issues within a training setting.

Customers or Clients:

• Customer and Employee Facing

Necessary Skills and Qualifications:

• Bachelor's degree or equivalent professional experience.
• 2–4 years of experience in customer education, training, technical writing, or customer success, ideally within a SaaS or software organization.
• Demonstrated technical aptitude and ability to learn, configure, and troubleshoot software.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non-technical audiences.
• Experience delivering live training sessions or presentations to external audiences.
• Strong organizational skills and ability to manage multiple content and training projects simultaneously.

Other Skills and Abilities:

• Experience in clinical trials or clinical trial software (e.g., EDC).
• Familiarity with learning management systems (LMS) and knowledge base platforms (e.g., Confluence, Zendesk).
• Experience creating technical documentation or knowledge base content.
• Curriculum planning.
• Ability to write effective copy, instructional text, audio and video script.
• Understanding of varied learning styles.
• Familiar with e-learning design, video technology and editing.