Customer Enablement Specialist
Skills
Software As A ServiceCross-Functional CollaborationsCustomer ExperienceCustomer ServiceData AnalysisKnowledge BaseProduct Training
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Willingness to learn complex products and customer situations
- Ability to support customers through Intercom or similar channels
- Comfort with technical questions and clear written communication
- Strong analytical skills for KPI tracking and reporting
- Experience collaborating across Sales Customer Success Marketing and Product
- Ability to join customer video calls when needed
Nice to have
- Customer focused
- Analytical
- Collaborative
- Proactive
- Technically curious
- Clear communicator
Day to day
- Own Intercom as the primary customer support channel and keep response and resolution times low.
- Improve self-service through the FinAI chatbot and Help Center, while managing outbound product communications such as banners pop-ups product tours and newsfeed updates.
- Analyze weekly support and outcome metrics to surface insights that improve customer experience and drive better decisions.
- Act as an enablement hub across Sales Customer Success Marketing and Product to streamline updates and support feature adoption.
- Partner closely with Product and Engineering and join customer calls when needed to resolve technical questions and relay product knowledge.