Customer Enablement Specialist

About the Role 

As a Customer Enablement Specialist reporting to the Associate Director, Customer Enablement, you’ll deliver a best‑in‑class, prescriptive onboarding experience for our SMB customers. You’ll lead multiple onboarding projects at once—coordinating configuration, data migration support, and customer education—to drive adoption of the AlayaCare platform. You’ll be a platform subject‑matter expert and, above all, an exceptional trainer who makes change feel simple and achievable for every client team.

What You’ll Do

• Facilitate onboarding for SMB customers using our prescriptive delivery model and AlayaCare University.
• Serve as the primary day‑to‑day contact during onboarding; track status, risks, and changes.
• Configure quality system settings and support data migrations; troubleshoot and resolve validation issues.
• Develop, update, and deliver training resources, webinars, and enablement content.
• Elicit customer processes and goals; contribute to project plans and best‑practice workflows.
• Monitor course completion in AlayaCare University and address learner questions.
• Ensure accurate project data entry in tools such as Mavenlink, HubSpot, Confluence, and Jira/Zendesk.
• Maintain strong relationships with customer stakeholders and internal teams across Customer Success.
• Follow internal processes and continuously improve how we deliver onboarding.
• Perform other job‑related duties as assigned.

What You Bring to the Team

• 0–2 years of onboarding, training, or customer enablement experience (SaaS or SMB preferred).
• Strong training and facilitation skills; understanding of adult learning principles.
• Working knowledge of the home care industry or SMB SaaS is an asset.
• Excellent organization, time management, and attention to detail; able to juggle multiple projects.
• Clear, empathetic communicator who builds trust with technical and non‑technical audiences.
• Analytical, proactive problem‑solver with a growth mindset and bias to action.
• Comfortable using tools such as Mavenlink, Confluence, HubSpot, Jira, and Zendesk.
• Ability to work on site in the Toronto office 2x per week.