Role Description Lumens is looking for a process-oriented Sales Enablement Specialist in our Sales Operations team to support the continued growth and effectiveness of our sales organization, with a focus on Trade and Contract business. This role will play a key part in the ongoing optimization and management of our CRM platform, HubSpot, while also helping build and support the training, onboarding, and sales process infrastructure needed to scale a growing sales team. The ideal candidate is highly organized, comfortable working cross-functionally, and enjoys improving systems, processes, and user experience. This is not a software development role, but rather an operational role focused on helping the sales organization work more effectively through strong systems management, documentation, training, and process support. This position reports to the Director of Sales Operations and will work closely with Sales Leadership, Product, and Development teams. Qualifications - Experience working within a CRM platform (HubSpot Required) - 2–5 years of experience in Sales Operations, CRM Administration, Sales Enablement, or a related operational role - Strong organizational and project management skills - Comfortable working across multiple teams and managing competing priorities - Strong written and verbal communication skills - Process-minded with strong attention to detail - Comfortable operating in a growing and evolving environment - Experience creating documentation, SOPs, or training materials Requirements - Support the implementation, ongoing optimization, and day-to-day administration of HubSpot CRM - Maintain dashboards, reports, workflows, and user-facing CRM configurations - Assist with field management, page layouts, process updates, and overall system organization - Partner with Product and Development teams on CRM-related enhancements and integrations - Drive CRM adoption and consistent usage across the sales organization - Maintain data quality and support territory/account management processes - Identify opportunities to improve workflows, visibility, and operational efficiency - Maintain exceptional hospitality standards that reflect the Lumens brand and client experience - Ensure the Gallery remains visually polished, organized, and presentation-ready at all times - Support appointment coordination and help create seamless experiences for client meetings and consultations - Assist with Gallery events, designer programming, brand activations, and community engagement initiatives - Support visual merchandising updates, sample organization, and showroom presentation standards - Coordinate light operational responsibilities that contribute to the overall client and team experience within the Gallery Benefits - Comprehensive health benefits - 401k with company match - 3 weeks of annual paid time off

• Enhancing and improving the client lifecycle • Driving key Success Pillars of Adoption and Relationships • Managing client relationships through the entire client journey • Providing customers with superior level of service through multiple support channels • Understanding the client’s business needs and aligning to the Kantata solution • Conducting onboarding and introductory training sessions

• Build and execute a unified digital CS strategy that scales across all segments and products, driving efficiency, retention, and product adoption through digital channels. • Design and operationalize tech-touch and hybrid engagement models, including digital success planning and lifecycle-based journey orchestration. • Embed automation and AI into the customer journey, from onboarding flows and stakeholder alerts to in-app engagement and intelligent nudges. • Own the digital engagement tech stack, including Gainsight, PX, AI copilots/agents, knowledge systems, community platforms, and LMS tools. • Drive community-led success by integrating digital CS with customer community and education functions, supporting peer learning, events, and enablement at scale. • Collaborate with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case volume and improve self-service rates. • Define and manage a KPI framework that demonstrates the impact of digital success programs on retention, NRR, product usage, and cost-to-serve. • Drive change management efforts, navigating organizational shifts and executing strategic transformation initiatives across the Customer Success organization. • Actively engage with the Executive Leadership team to align and advance company-wide Digital Customer Success priorities, including product innovation and prioritization.

• Represent the customer voice to internal cross-functional teams including Sales, Professional Services, Support and Product. • Participate in all implementation status meetings • Development and execution of a business plan to drive acceptance of Five9 • Provide all order, billing inquiry, and telco management needed during implementation • Build and maintain relationships for future pipelines within Five9 • Conduct monthly and quarterly business reviews with the customer • Maintain accurate and complete call notes and histories within Salesforce • Identify and utilize company resources to provide the technical and business expertise necessary to deliver solutions that exceed customer expectations • Coordinate with sales directors, TAMs and PS on increased business opportunities within the account • Travel both domestically and internationally to customer locations