Product Enablement Specialist

About Role

As a Product Enablement Specialist, you’ll lead the charge in empowering customers to adopt and extract value from Zuddl early in their lifecycle. Your core mission is to ensure smooth onboarding, customized training, and consultative solutioning for customer success, growth, and retention.

This is not a support role. You are a strategic enabler and educator—someone who can combine process thinking, platform know-how, and customer empathy to drive platform adoption and satisfaction.

What You Own

Customer Onboarding

• Design and execute structured onboarding plans tailored to customer segments (SMB, mid-market, enterprise).
• Own kickoff-to-go-live execution, including timeline tracking and stakeholder engagement.
• Set and measure onboarding KPIs (time-to-value, activation success, etc.).

Training & Knowledge Transfer

• Conduct live and recorded training sessions across personas—event marketers, producers, and technical stakeholders.
• Customize training based on use cases (webinars, hybrid events, virtual booths, etc.).
• Create reusable training materials, videos, and checklists.

Use Case Consultation

• Understand customer business objectives and translate them into platform use strategies.
• Help customers design optimal workflows using Zuddl's modular capabilities.
• Review event setups and optimize configurations for success.

Escalation Prevention & Risk Mitigation

• Identify early warning signs and proactively address potential churn risks.
• Collaborate with CSMs to resolve issues before they escalate.
• Act as a voice of the customer to Product and Engineering teams.

Process & Knowledge Development

• Create onboarding playbooks and customer-facing guides.
• Document implementation best practices in Notion and LMS.
• Continuously evolve onboarding processes based on feedback and product updates.

Cross-functional Collaboration

• Customer Success Managers (CSMs): Collaborate on success plans and handovers post-onboarding.
• Product Team: Share customer feedback and influence roadmap decisions.
• Support Team: Align on escalation paths and ticket deflection.
• Marketing Team: Co-create training materials, case studies, and user enablement assets.

Qualifications

• 3–6 years in SaaS onboarding, implementation, or customer education roles.
• Strong command of English—written, verbal, and presentation skills.
• Comfortable using tools like Loom, Notion, Slack, Zoom, CRM systems (HubSpot/Salesforce), and Intercom.
• Analytical and structured thinker with an eye for continuous improvement.
• Ability to multitask and manage multiple onboarding timelines without dropping the ball.
• Prior experience with event technology or martech is a strong plus.