Sr. Product Enablement Manager

DataSpring is hiring a Sr. Product Enablement Manager to help users and customers successfully adopt its products. The role creates and measures user education and in-app guidance, identifies product friction, and connects Product with customer-facing and support teams.

Responsibilities:

• Identify and synthesize user-friction signals from support contacts and call drivers, customer interactions, implementation and account teams, internal questions, CSAT and NPS feedback, usability research, and product-usage data
• Translate identified friction into clearly defined user-education and product-adoption needs
• Prioritize requests according to user impact, business importance, urgency, audience, and production effort
• Recommend which requests should not be pursued and clearly communicate the associated tradeoffs
• Establish and operate a lightweight intake and triage process so requests are consistently captured, evaluated, prioritized, and resolved
• Participate in UAT and product-release activities to identify education needs before new functionality reaches users
• Partner with Product Management to distinguish between issues that require training and those that should be addressed through product design
• Determine the most effective intervention for each need, including a Pendo tooltip, contextual message, guided walkthrough, product tour, short-form video, annotated screenshot, visual tutorial, etc
• Design content for distinct user roles, personas, workflows, and levels of product familiarity
• Script, record, edit, caption, and publish concise product-training videos using modern screen-capture and authoring tools
• Create brief, task-focused content that helps users accomplish a specific goal rather than simply describing product features
• Build, test, publish, and maintain Pendo guides, tooltips, walkthroughs, and other in-app experiences
• Create visual content that can be reused across in-product guidance, help centers, release communications, and customer-support channels
• Apply consistent brand, voice, terminology, and plain-language standards for a nontechnical healthcare audience
• Ensure content meets applicable accessibility requirements, including captions, transcripts, alternative text, keyboard considerations, readable contrast, and Section 508/WCAG standards
• Maintain editable source files, templates, naming conventions, version history, and a reusable content library
• Use AI-assisted and automated production tools appropriately to shorten production cycles while maintaining accuracy, security, and editorial quality
• Plan and run in-app engagement campaigns that drive awareness and adoption of new and underused features
• Evaluate training effectiveness using Pendo analytics, support data, task completion, feature adoption, depth of use, and time to first successful use
• Test and improve content based on behavioral data and user feedback
• Revise, replace, consolidate, or retire content that is outdated, redundant, or failing to change user behavior
• Identify fast-follow priorities based on observed user friction, feature-adoption patterns, customer feedback, and support-center questions and call drivers
• Establish training content standards, review processes, and clear ownership so training, help content, and product messaging stay aligned with each release
• Lead Pendo governance, including standards for page and feature tagging, guide creation, targeting, review, and publishing across teams
• Help define guidelines for the responsible use of AI tools in content creation, covering accuracy, security, privacy, and editorial review
• Work closely with Product Management, UX, Customer Support, Implementations, Sales, Client Partnerships, Marketing & Communications, Compliance, and other subject-matter experts
• Serve as a shared resource for both provider and member data teams, coordinating product enablement and communication across both
• Help teams distinguish between a product problem, communication problem, support problem, and education problem
• Communicate priorities, tradeoffs, progress, risks, and results clearly to stakeholders
• Partner with the Solutions Center to review call drivers and user feedback on a regular cadence; compare support themes with Pendo behavior data
• Help keep Solutions Center training and knowledge resources current with each release
• Create presentations that explain product changes, user impact, and adoption results to leadership and go-to-market teams
• Support the UX and user enablement teams by absorbing overflow work and providing backup coverage during launches and releases

Requirements:

• Strong writing and editing skills, with the ability to explain complex workflows clearly to nontechnical audiences
• Demonstrated ability to independently create short-form video, in-app guidance, and written or visual instructional content
• Hands-on experience with a digital adoption platform
• Demonstrated video-production experience, including screen capture, editing, captions, visual callouts, and narration or voiceover management
• Sound judgment regarding content priority, instructional format, audience needs, and appropriate depth
• Ability to interpret product analytics, support data, and customer feedback and draw defensible conclusions
• Ability to work independently and deliver useful, accurate content under significant deadline pressure
• Comfort operating in an environment with shifting priorities and incomplete information
• Ability to serve as the primary product-education resource and continue moving work forward without extensive direction
• Strong stakeholder-management skills and the ability to give external partners and internal contributors clear, actionable feedback
• Strong cross-functional facilitation skills, with the ability to align teams and influence decisions without direct authority
• 5+ years of hands-on experience creating customer education, software product training, product adoption, or enablement content, including work across product, support, and customer-facing teams
• Demonstrated experience producing customer-facing content for a software product or technology-enabled service
• Hands-on experience with a digital adoption platform required
• Experience working within product-development and release cycles
• Bachelor's degree or an equivalent combination of education and relevant professional experience
• Candidates should be prepared to share a portfolio that includes at least one software-training video and one example of in-app, visual, or written guidance they personally created
• Hands-on experience with several of the following or comparable tools:
• Pendo or another digital adoption platform
• Camtasia, Descript, Adobe Premiere Pro, Loom, or comparable screen-capture and video-editing software
• Articulate 360, Adobe Captivate, or comparable content-authoring tools
• AI-assisted scripting, editing, voice, transcription, and content-production tools
• Jira and Confluence
• Microsoft Word, PowerPoint, and Excel
• Pendo experience is strongly preferred
• Experience developing education for external users and customers for a SaaS product or technology-enabled service
• Experience building and publishing Pendo guides and interpreting Pendo analytics
• Working knowledge of adult-learning, instructional-design, microlearning, and performance-support principles
• Experience with healthcare technology, provider workflows, or healthcare data
• Knowledge of Section 508 and WCAG requirements as applied to digital learning content
• Experience administering Pendo or leading digital-adoption governance across multiple teams
• Experience partnering with customer support or call-center teams to turn contact data into product, content, or training improvements
• Experience creating executive presentations and release communications
• Experience establishing content governance or standards for AI-assisted content creation
• Pendo experience strongly preferred