Customer Enablement Manager

Customer Enablement Manager At Paradigm, we're revolutionizing home care through innovative technology. As the fastest-growing tech company in this sector, we empower home care agencies with cutting-edge solutions in billing automation, growth education, authorization management, and beyond. We believe that by streamlining agency operations with third-party payers like the Department of Veterans Affairs and Medicaid, we ultimately enhance the quality of care for seniors, veterans, and underserved communities.
We foster a dynamic and collaborative work environment where new ideas are welcome, and creativity thrives. Joining our team means becoming part of a supportive community that values continuous learning and excellence. We're on a mission to revolutionize home care and are looking for passionate individuals to help us make a lasting, positive impact.
We are seeking a highly organized, systems-oriented Customer Enablement Manager to lead training and knowledge management initiatives across Careswitch.
This role is responsible for building and maintaining customer-facing and internal training programs, knowledge base content, FAQs, workflow documentation, and educational resources that help users confidently navigate and utilize the platform.
The ideal candidate can take complex workflows and translate them into simple, clear, and scalable learning experiences. This person will work cross-functionally with Operations, Product, Customer Success, Implementation, and Support teams to ensure both customers and internal employees are equipped with the knowledge they need to succeed.
This is not an implementation management role. This role focuses specifically on training, education, documentation, and enablement. This position reports to the Vice President of Operations.
Core responsibilities include:
Customer Training & Education Deliver engaging live and virtual product training sessions for customers
Develop structured training programs tailored to user roles and workflows
Create onboarding training materials for new customer users
Maintain training consistency across all customer accounts
Support ongoing customer education as new features and modules are released

Internal Employee Enablement Train internal employees on platform functionality, workflows, and updates
Create and maintain onboarding and refresher training for employees
Partner with department leaders to identify knowledge gaps and training needs
Ensure teams are aligned on product capabilities and best practices

Knowledge Base & Documentation Build and maintain a centralized knowledge base and help center
Create FAQs, SOPs, workflow documentation, video tutorials, and quick-reference materials
Continuously improve content based on support trends, customer feedback, and product updates
Ensure documentation remains accurate, organized, and easy to navigate

Content Development & Process Improvement Translate complex product functionality into clear and user-friendly content
Collaborate with Product and Operations teams to stay current on platform changes
Identify repetitive support issues and create scalable educational resources to address them
Standardize training materials and documentation processes

Performance & Training Effectiveness Track training participation, engagement, and content usage metrics
Monitor common support and usability issues to improve educational materials
Gather feedback from customers and internal teams to optimize training effectiveness
Help reduce repeat support inquiries through proactive education and documentation

What Success Looks Like Build a scalable and organized knowledge base covering core workflows and FAQs
Standardize customer and employee training materials
Improve consistency in how users are trained across the platform
Reduce repetitive "how-to" support questions
Increase training engagement and resource utilization
Improve internal employee readiness and platform knowledge

Experience and skills required include:
Minimum of 3-7 years of experience in customer enablement, product training, learning & development, SaaS education/support, or knowledge management
Experience creating training materials and documentation for software platforms
Strong written and verbal communication skills
Exceptional organizational and project management abilities
Ability to simplify complex workflows into easy-to-understand training content
Comfortable presenting and training groups virtually and in person
Self-starter with strong attention to detail and follow-through
Experience working in SaaS, healthcare technology, or operations-focused platforms preferred
Experience with knowledge base systems, LMS platforms, and video training tools preferred
Experience supporting both customer-facing and internal training initiatives preferred
Education and qualifications:
Bachelor's degree in Communications, Education, Instructional Design, Business, or a related field
Equivalent professional experience will be considered
Relevant certifications in instructional design, technical writing, or SaaS enablement (e.g., Certified Professional in Learning and Performance, or platform-specific certifications) are a plus
What we offer:
Medical, dental, and vision benefits
401k retirement plan
Aflac benefits
Paid time off
Professional development support
Compensation: $70,000-$75,000 depending on experience

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