Customer Enablement Specialist

Key Responsibilities:

• Customer Onboarding — lead standard onboarding and implementation sessions; deliver live virtual faculty, student, and coach training; run recurring office hours; confirm implementation is complete before handing accounts to the Customer Success Manager (CSM).
• Education & Content — own and maintain all customer-facing educational resources (Resume Builder, AI Optimizer, and LinkedIn guides; faculty guides and student assignments; Knowledge Base, video library, FAQs); keep content current as the product evolves.
• Adoption Programs — build and run Train-the-Trainer certifications, semester launch kits, email sequences, and adoption campaigns that drive Time to First Value.
• Customer Marketing Coordination — coordinate timing and launch of onboarding-phase campaigns and supply CS briefs to Marketing, which produces the assets (graphics, flyers, campaign production sit with the Marketing team).
• Customer Operations — own onboarding-phase HubSpot updates, meeting summaries, Fireflies AI note management, training schedules, follow-up emails, and resource distribution. (CSMs continue logging their own relationship and renewal calls.)
• Data & Reporting — track webinar attendance, adoption metrics, and resource utilization, and report training effectiveness to the CS team. (Dashboard design and build are owned by CS leadership.)
• AI Workflows — implement and maintain AI-assisted workflows defined by CS leadership: day-to-day operation, monitoring, minor tweaks, and escalating anything that needs redesign. (Automation strategy, prioritization, and build are owned by the Director.)

Success Factors:

• 1–3 years in customer education, training, instructional design, or customer operations.
• Comfortable facilitating live virtual training with diverse audiences (faculty, students, HR professionals).
• Strong written communicator — can independently produce guides, newsletters, and documentation.
• Working knowledge of CRM tools; highly organized with strong follow-through — closes loops.
• Curious about AI tools and quick to adopt new technology.
• Based in Canada with work authorization; available on Pacific/Mountain/Eastern time zones.

Nice-to-Haves:

• HubSpot experience specifically (admin or power user).
• Experience in higher education, career services, or workforce development.
• Hands-on use of AI assistants (Claude, Fireflies, or similar) in a work setting.
• Webinar/LMS platform experience; basic video production or editing.
• Train-the-Trainer or certification program experience.