Customer Enablement Specialist

Description

The Customer Enablement Specialist owns the people-readiness workstream for assigned customer onboarding engagements and delivers ongoing enablement programs across the customer lifecycle. The role assesses customer needs, develops persona-based enablement plans, facilitates learning, measures readiness, and coordinates reinforcement so administrators, leaders, and end users can confidently perform their roles using SentriLock solutions. 

Working in parallel with Implementation Project Managers, the specialist integrates learning milestones into the onboarding plan, identifies and escalates readiness risks, and provides documented people-readiness findings before handoff to Customer Success. After onboarding, the specialist supports targeted enablement initiated by customer needs, product changes, upgrades, expansions, or adoption signals. 

Responsibilities and Duties

Enablement Strategy & Workstream Ownership 

• Own the end-to-end enablement workstream for assigned onboarding projects, including discovery, audience analysis, planning, delivery, reinforcement, measurement, and handoff. 
• Develop and maintain a documented Customer Enablement Plan defining audiences, learning objectives, delivery methods, milestones, customer responsibilities, readiness risks, reinforcement needs, and completion measures. 
• Determine the appropriate blend of virtual, onsite, webinar, and self-service learning based on customer complexity, segmentation, workflows, and risk. 
• Integrate enablement milestones, dependencies, and completion criteria into the customer onboarding project plan. 
• Manage multiple customer enablement engagements with a high degree of independence and sound judgment. 

Customer Discovery & Readiness 

• Conduct structured learning-needs and readiness assessments with customer administrators, leaders, end users, and other stakeholders. 
• Identify workflow, knowledge, confidence, communication, sponsorship, and change-readiness gaps that could affect adoption or launch success. 
• Establish persona-specific learning objectives and readiness expectations for each customer engagement. 
• Evaluate readiness before and after training and develop risk-based reinforcement plans when expectations are not met. 
• Escalate material readiness risks and recommend corrective actions to the Implementation Project Manager and Manager, Customer Onboarding & Enablement. 
• Provide documented people-readiness findings and recommendations as part of onboarding completion and Customer Success handoff. 

Facilitation & Learning Delivery 

• Facilitate engaging virtual, onsite, webinar, and blended learning experiences for administrators, end users, operational leaders, executives, and other personas. 
• Adapt standardized curricula to customer workflows and business needs without compromising learning objectives, accuracy, or content integrity. 
• Use demonstrations, scenarios, guided practice, knowledge checks, and observed task completion to validate understanding and role proficiency. 
• Deliver customer-leader briefings focused on sponsorship, adoption expectations, communications, and organizational readiness. 
• Provide office hours, follow-up coaching, refresher sessions, and targeted reinforcement throughout onboarding and hypercare. 
• Lead enablement for complex, multi-audience, enterprise, or strategically important customer engagements. 

Measurement & Continuous Improvement 

• Measure participation, learning, confidence, readiness, satisfaction, and program effectiveness using defined tools and methods. 
• Analyze results, identify learning gaps, and determine when additional intervention or reinforcement is required. 
• Document enablement outcomes, unresolved risks, and recommended post-launch actions for Customer Success Managers and Strategic Account Managers. 
• Identify recurring learning barriers and recommend improvements to curriculum, onboarding processes, product experiences, and support resources. 
• Maintain accurate enablement plans, attendance, assessment results, risks, and outcomes in designated systems. 
• Ongoing Enablement Programs 
• Deliver new-administrator onboarding, end-user refreshers, feature-release education, upgrade training, expansion onboarding, and other lifecycle enablement programs. 
• Own one or more recurring enablement programs and use utilization and effectiveness data to recommend improvements. 
• Support scaled webinars, office hours, and self-service learning experiences. 
• Partner with Customer Success Managers and Strategic Account Managers to evaluate post-launch requests and recommend the appropriate enablement intervention. 
• Participate in pilots and validate customer learning readiness before new programs or experiences are scaled. 

Cross-Functional Leadership 

• Partner with Implementation Project Managers to coordinate technical activation and people activation throughout onboarding. 
• Provide Customer Success with documented readiness results, risks, and reinforcement recommendations at handoff. 
• Translate recurring customer questions and learning barriers into structured feedback for Product, Support, and the Enablement Content Creator. 
• Validate new and revised learning materials through field delivery and provide actionable feedback on content effectiveness. 
• Participate in product-release readiness and help translate product or process changes into effective customer-learning experiences. 
• Coach internal facilitators and subject-matter experts on customer-learning and facilitation best practices. 

Requirements

Experience Requirements/Preferences

• Three or more years of experience in customer enablement, customer education, SaaS onboarding, implementation, training, customer success, or a comparable customer-facing function. 
• Demonstrated experience assessing learning needs and developing customer training or enablement plans. 
• Demonstrated experience facilitating virtual and onsite learning for varied audiences, including administrators, end users, operational leaders, and executives. 
• Experience supporting complex customer implementations, organizational change, or multi-stakeholder programs. 
• Ability to translate complex technical concepts and workflows into clear, practical learning experiences and business outcomes. 
• Ability to use qualitative and quantitative evidence to evaluate learning effectiveness and customer readiness. 
• Strong project coordination, risk identification, prioritization, executive communication, and stakeholder-management skills. 
• Bachelor’s degree in Education, Business, Communications, Instructional Design, or a related field, or an equivalent combination of relevant education and professional experience. 
• Background in adult learning, facilitation, change management, instructional design, or learning experience design. 

Other Requirements/Preferences:

• Experience in SaaS, technology, real estate technology, or a related industry. 
• Experience supporting enterprise, association-based, or strategically important customers. 
• Experience using learning management systems, webinar platforms, virtual training tools, customer success platforms, or project-management systems. 
• Experience contributing to product launches, scaled customer education programs, or customer-adoption initiatives.