Job Description
The Enablement Specialist is responsible for delivering customized product training, ensuring successful client adoption, and building client relationships. They will own and execute client training projects, schedule and deliver remote training via webinars, and maintain an understanding of the training catalog. Responsibilities also include managing client relationships by acting as a liaison, identifying issues, and overseeing training and support. The specialist will also document training activities, create client-facing materials, and collaborate with content strategists. This role involves a focus on product training, relationship management, and documentation/enablement, each accounting for a specific percentage of the responsibilities.
Good To Have:
- Eloqua or other Marketing Automation software knowledge a plus
Must Have:
- Minimum of a Bachelor’s Degree or equivalent experience
- 3+ years of experience in product or client training preferred
- Ability to set priorities and manage time to meet deadlines
- Ability to communicate and collaborate with multiple stakeholders
- Ability to design and create user-friendly training materials
- Ability to coach and train clients on products, services, and processes
- Ability to communicate detailed technical information
WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.
Position Overview:
The Enablement Specialist is responsible for becoming the subject matter expert on core products in order to deliver customized blended product training and build meaningful relationships with clients to ensure client engagement, successful adoption and utilization of company products.
Responsibilities:
● Product Training (50%)
- Owns execution of assigned client training Workfront projects (upsells) or tasks (implementations)
- Schedules, organizes, and delivers remote product training via webinars to meet client’s identified training needs and align with SLAs/SOWs
- Maintains an understanding of training catalog, both self-paced academy and in-person
- Leads upsell training discovery and provides recommendations based on current course catalog offerings
- Develops, updates, communicates and provides training related to products, services, technology
- Communicates importance and impact of product features, and data acquisition
- Provides client with communication and reference materials to assist with product utilization
- Follows established implementation processes to deliver product training before “go-live” dates
- Maintains a satisfied or better OSAT score
● Managing Relationships (25%)
- Acts as a liaison between client and product, support, and sales teams to improve products, services, and overall user experience
- Identifies and escalates priority issues to ensure resolution
- Oversees ongoing training and support for all clients
- Ensures product support, product utilization and user experience align to client and company goals/expectations and service level agreements
● Documentation and other enablement (25%)
- Utilizes team and company processes to capture all product training activities and outcomes
- Leads the preparation, creation, and implementation of client-facing materials, utilization reports, and communications
- Collaborates with the Content Strategists
○ Maintains a timesheet for billable client training hours purposes
Qualifications:
- Minimum of a Bachelor’s Degree in Adult Education, Business Administration or equivalent experience
- Minimum of 3 years of experience in product or client training preferred
- Ability to independently set priorities and manage time to complete tasks and meet deadlines
- Ability to communicate and collaborate with multiple stakeholders
- Ability to exercise judgment within delegated authority
- Ability to design and create training materials that are accurate, easy to understand, and user-friendly
- Ability to coach and train clients on products, services, processes, and best practices
- Ability to communicate detailed, technical information - verbally or in writing - to non-technical stakeholders
- Familiarity with adult education best practices
- Ability to respond calmly, quickly, and decisively to unpredictable or unexpected events and changes
- Eloqua or other Marketing Automation software knowledge a plus
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