Role Description The Customer Enablement Specialist is a content creator and execution engine for the Customer Enablement team — responsible for producing the learning content, communications, and customer-facing resources that help Ncontracts customers adopt, understand, and get lasting value from the platform. This role works in close partnership with the Senior Customer Enablement Specialist to deliver against the team's content and communication strategy, supporting product launches, ongoing lifecycle communications, LMS content, knowledge base maintenance, and community engagement. The ideal candidate is a strong writer who thrives in a fast-paced, collaborative environment, takes ownership of their work, and brings attention to detail and a customer-first mindset to everything they produce. Key Responsibilities - LMS Content Creation & Maintenance: - Create and maintain on-demand courses, learning paths, and certification content within Skilljar to support customer product adoption and proficiency. - Develop clear, engaging instructional content that translates complex product features into accessible learning experiences for a financial services audience. - Conduct regular audits of LMS content to ensure accuracy following product updates, releases, and feature changes. - Support the Senior Customer Enablement Specialist in LMS strategy execution and course architecture decisions. - Knowledge Base & Community Content: - Write, publish, and maintain knowledge base articles, how-to guides, and troubleshooting content within Gainsight to ensure customers have accurate, accessible self-serve resources. - Support community content creation and moderation within the Gainsight community platform — contributing posts, responses, and engagement content in alignment with the strategy defined by the Digital Enablement Strategist. - Conduct quarterly reviews of knowledge base content to identify gaps, outdated articles, and opportunities for improvement. - Collaborate with the Senior Customer Enablement Specialist and Digital Enablement Strategist to ensure community and KB content aligns with digital engagement strategy and identified content gaps. - Launch & Release Communications: - Support the creation and delivery of customer-facing communications for product launches and releases — including emails, Pendo modals, community posts, and other communication vehicles. - Execute against the communication and adoption strategy defined by the Digital Enablement Strategist, ensuring all content is accurate, on-brand, and delivered on schedule. - Collaborate with the Senior Customer Enablement Specialist to ensure launch communications are aligned with LMS and knowledge base updates. - Ongoing Lifecycle Communications: - Support the delivery of ongoing customer lifecycle communications — including coordination with the Senior Customer Enablement Specialist and CS Ops. - Webinar & Content Production Support: - Support the production and delivery of customer-facing webinars and enablement sessions — including content preparation, logistics coordination, and post-event follow-up. - Assist in the creation of video and interactive content using tools such as Parta and Camtasia to support digital enablement programming. - Cross-Functional Collaboration: - Work collaboratively with the Senior Customer Enablement Specialist, Digital Enablement Strategist, CS Ops, and Product teams to ensure content is aligned with product releases, customer needs, and organizational priorities. - Participate in launch and release planning processes, contributing the customer enablement perspective on content and communication needs. Qualifications - 3+ years of experience in a customer enablement, technical writing, content creation, or customer success environment within a SaaS organization. - Strong written communication skills — this role produces customer-facing content across multiple formats and must write clearly, concisely, and with a consistent voice. - Experience creating instructional or educational content, including knowledge base articles, how-to guides, or e-learning modules. - Demonstrated ability to manage multiple projects simultaneously, meet deadlines, and maintain attention to detail in a fast-paced environment. - Collaborative working style with a track record of cross-functional partnership. Preferred Qualifications - Bachelor's degree in a relevant field or equivalent professional experience. - Experience with Skilljar or a comparable LMS platform. - Experience with Gainsight, Salesforce Experience Cloud, or a comparable community or knowledge base platform. - Familiarity with customer communication tools such as ChurnZero or comparable platforms. - Experience with video or interactive content creation tools such as Parta or Camtasia. - Experience in financial services, fintech, compliance, or regulated industry SaaS environments. Benefits - A fun, fast-paced work environment - Responsible PTO Plan that meets or exceeds state and local medical and family leave laws - 11 paid holidays - Community and social events to keep you connected and engaged - Mental Health Benefits - Medical, Dental and Vision insurance - Company-paid Group Life Insurance, Short- and Long-Term Disability - Flexible Spending Account & Health Savings Account - Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice - Pet Insurance - 401 (k) with company match with eligibility on Day 1 of employment - 2 Paid Volunteer Time Off Days - And much more! Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.