Customer Enablement Specialist

AlayaCare is a fast-growing SaaS company focused on transforming home healthcare. The Customer Enablement Specialist plays a crucial role in delivering onboarding experiences for SMB customers, ensuring they are set up for success on the AlayaCare platform.

Responsibilities

• Facilitate the onboarding of SMB customers using AlayaCare's prescriptive onboarding delivery model, from initial kick-off through go-live
• Provide input to and execute project plans, working with customers to understand their processes, goals, and success metrics
• Develop, refine, and maintain training resources in partnership with senior members of the Customer Enablement team
• Set customers up in AlayaCare University, monitor course completion, and resolve learner questions to keep onboarding on track
• Own quality system configuration and training deliverables to ensure customers are ready to use the platform effectively on day one
• Support data migration activities, helping to resolve validation errors and ensure clean, accurate data in production environments
• Troubleshoot and support customer issues during onboarding, providing resources and guidance or coordinating with internal teams as needed
• Provide input into webinars and training content that support scalable, repeatable onboarding experiences
• Ensure project and customer data is accurately maintained in Mavenlink, HubSpot, and other internal systems of record
• Build and maintain strong relationships with customer stakeholders, providing day-to-day contact on onboarding status and changes
• Maintain up-to-date knowledge of and compliance with internal processes, procedures, and quality standards
• Perform other job-related duties as assigned

Skills

• Bachelor's Degree in Business, Public Health, Informatics, Computer Science, or similar
• Approximately 1-3 years of experience in onboarding, training, customer enablement, or a closely related customer-facing role
• Strong training and facilitation skills, with familiarity with adult learning styles and how to adapt content to different audiences
• Excellent organizational and time-management skills with strong attention to detail; you're comfortable managing multiple projects at once
• Excellent communication and interpersonal skills; you collaborate effectively and build strong relationships with both customers and colleagues
• A proactive, self-starting mindset with strong analytical skills and a willingness to think creatively to solve problems
• Solution-focused approach and creativity in problem-solving techniques
• Experience with tools such as Mavenlink, Confluence, HubSpot, Jira, and Zendesk (or similar project and support tools)
• Working knowledge of the home care industry or SMB SaaS is an asset
• Bringing a working knowledge of AI, having used AI tools in practice, and being able to demonstrate how AI has helped improve the quality, efficiency, or impact of your work

Benefits

• Equity in a well-funded, scaling company.
• Comprehensive health benefits, telemedicine, and lifestyle spending accounts.
• Parental leave top-up and family support programs.
• Medical, dental, wellness, life insurance, equity participation, paid parental leave top up, and paid time off.

Company Overview