Training and Enablement Specialist

The Training and Enablement Specialist will be responsible for designing, developing, and delivering scalable training programs, documentation, and knowledge resources that improve customer adoption, reduce support demand, and enable successful use of the Finys platform. This role will own the execution of customer, partner, and internal enablement initiatives by creating role-based learning experiences, self-service resources, and standardized documentation that support the full post-implementation customer lifecycle.

As an individual contributor within the Customer Success organization, this role will partner closely with Customer Success, Support, Product, Technology, Implementation, Sales, Organizational Development, and Human Resources to ensure training content remains accurate, effective, and aligned with product evolution. The ideal candidate will be passionate about learning, technical communication, instructional design, and creating scalable educational content that enhances both customer and employee success.

• Experience designing and delivering training programs for enterprise software or SaaS platforms.
• Experience creating customer-facing documentation, user guides, knowledge base articles, and other technical documentation.
• Strong instructional design skills with the ability to develop engaging learning experiences for multiple audiences.
• Excellent written and verbal communication skills.
• Strong facilitation skills with the ability to engage learners, encourage participation, and adapt delivery based on audience needs
• Ability to translate complex technical concepts into clear, easy-to-understand training materials.
• Experience creating self-service learning resources that improve customer adoption and reduce support demand.
• Strong organizational skills with the ability to manage multiple projects and competing priorities.
• Strong customer orientation with the ability to build credibility and effective working relationships with internal teams, customers, and partners.
• Ability to work independently, take ownership of training initiatives, and proactively identify opportunities for improvement.
• Experience with Learning Management Systems (LMS), knowledge management platforms, video creation tools, or content authoring software preferred.
• Experience applying AI-assisted tools to improve content creation, documentation, and training delivery preferred.
• Experience with in Property & Casualty insurance or enterprise software environments preferred.

• Design, develop, and deliver customer onboarding and ongoing training programs for Finys software users.
• Create role-based learning paths and training materials that support new and existing users.
• Develop and maintain customer-facing documentation, user guides, FAQs, and knowledge base articles.
• Assess learning needs and identify knowledge and skill gaps across customer, partner, and internal audiences to inform training priorities and content development.
• Build scalable self-service learning resources that improve customer adoption and reduce support requests.
• Develop onboarding and enablement programs for System Integration (SI) partners.
• Deliver internal product training to employees across multiple departments.
• Collaborate cross-functionally with subject matter experts to ensure training materials remain accurate and current.
• Continuously evaluate and improve enablement content using customer feedback, product enhancements, and support trends.
• Maintain standardized training content across multiple learning channels and delivery formats.
• Support product launches by developing and updating associated training and documentation.
• Develop training standards, templates, and best practices that improve consistency across all enablement materials.
• Support knowledge management initiatives by ensuring documentation remains organized, current, and easily accessible.
• Leverage AI and emerging technologies to improve the efficiency, scalability, and quality of training content and documentation.
• Contribute to the overall Customer Success enablement strategy through execution of training initiatives and continuous improvement…