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…