Enablement Content Creator

Description

The Enablement Content Creator is responsible for designing, developing, maintaining, and governing enablement content across the customer lifecycle. This role serves as the content engine for the Customer Onboarding & Enablement function, creating scalable learning experiences that support customer onboarding, product adoption, customer growth, feature releases, and internal employee development. 

The Enablement Content Creator owns curriculum and content development so Customer Enablement Specialists can focus on delivering consistent, high-quality learning experiences.  

Responsibilities and Duties

Content Strategy & Governance

• Own and maintain the enablement content roadmap and prioritized development backlog. 
• Establish standards, templates, naming conventions, and governance practices for training content. 
• Maintain a content lifecycle process to ensure learning materials remain current, accurate, consistent, and easy to locate. 
• Prioritize content development based on organizational goals, customer needs, learner feedback, product changes, and recurring support themes.

Curriculum Development

• Design persona-based learning journeys for customers and employees. 
• Develop structured curricula for onboarding, adoption, feature releases, upgrades, expansion, and ongoing education. 
• Create clear learning objectives, assessments, reinforcement activities, and certification programs when appropriate. 
• Build and maintain learning paths for administrators, customer leaders, end users, and internal Support team. 

Content Creation

• Create and maintain training presentations, facilitator guides, participant guides, videos, and microlearning modules. 
• Develop knowledge articles, self-service resources, job aids, quick-reference guides, and release-training materials. 
• Maintain internal onboarding content and role-based learning programs for Customer Support teams. 
• Develop content that can be delivered live, virtually, asynchronously, or through an LMS. 

Learning Experience Design & Measurement

• Apply adult learning principles and instructional design practices to create engaging learning experiences. 
• Design content for accessibility, usability, consistency, and reuse across delivery channels. 
• Measure content effectiveness using learner feedback, assessments, usage trends, and business outcomes. 
• Continuously improve content based on performance data, product changes, and feedback from Enablement Specialists. 

Cross-Functional Partnership

• Partner with Product, Customer Success, Support, Marketing, Sales, and Implementation teams. 
• Translate product updates and process changes into clear customer-facing and employee-facing learning materials. 
• Support launch readiness by creating content aligned with release timing and target audiences. 
• Coordinate subject matter expert (SME) reviews and approvals to ensure accuracy. 

Requirements

Experience Requirements/Preferences

• Five or more years of experience in instructional design, curriculum development, enablement, training, education, content development, or a related field. 
• Experience building structured training programs and learning materials for multiple audiences. 
• Strong writing, editing, visual storytelling, and content-development skills. 
• Experience creating content across multiple formats, including presentations, written guides, digital learning, and video. 
• Strong project management, prioritization, and stakeholder-management skills. 
• Degree, certification, or demonstrated expertise in instructional design, learning experience design, education, communications, or a related discipline. 
• Experience with learning management systems, authoring tools, video-production tools, or knowledge-management platforms. 
• Experience in SaaS, technology, real estate technology, or a related industry. 
• Experience measuring learning outcomes and connecting training effectiveness to adoption or business results.