Technical Enablement Specialist
Technical Enablement Specialist
Reports To: VP, Services
Location: Montreal, QC /(Hybrid: work from home or the office, your choice)
About us
Broadsign is a growing software company with a mission to make buying, selling, and delivering out-of-home media easier than ever. Our software is operated by some of the most successful out-of-home businesses and powers impactful, compelling campaigns seen across the world.
About the role
The Technical Enablement Specialist, part of the Services Department, is a critical, multi-faceted role responsible for accelerating business growth and operational efficiency by bridging product gaps through custom technical solutions. This individual leverages deep expertise in APIs, scripting, and development to build bespoke client integrations, deploy non-productizable applications, automate internal service processes, and lead technical training initiatives across Broadsign, directly impacting customer success and internal team scalability.
What to expect
Internal Training & Onboarding
- Curriculum Design: Develop and maintain a rigorous onboarding program for Services roles (Support Specialist, Technical Specialists, Product Specialists, Technical Account Managers and Programmatic Technical Specialists)
- Continuous Learning: Participate in Product review and lead "Level Up" sessions on new product features, advanced troubleshooting, and emerging industry trends.
- Knowledge Management: Maintain a searchable internal knowledge base to ensure technical "tribal knowledge" is documented and accessible.
External Training & Certification Program
- Certification Roadmap: Design and manage a tiered external certification program that validates the expertise of our partners and customers.
- Content Creation: Produce high-quality external-facing technical labs, video tutorials, and assessment exams.
- LMS Administration: Manage the Learning Management System (LMS) to track external user progress, badge issuance, and program ROI.
Services Strategy & Operational Efficiency
- Leadership Partnership: Collaborate with the VP/Directors of Services to pinpoint new service offerings or address existing operational shortcomings, thereby enabling the Services team to scale effectively in support of Broadsign's growth objectives.
- Process Optimization: Collaborate closely with the VP and Directors of Services to ensure all Services team members comply with and adhere to documented and maintained standard operating procedures (SOPs). You will also be responsible for documenting and maintaining SOPs.
- Data-Driven Enablement: Collaborate with the VP/Directors of Services to establish, define, and oversee key performance indicator (KPI) reporting for the Services team. This involves working with the internal Data Services team to develop and build the necessary reports.
- AI-Assistance Tool Optimization and Content Improvement: Monitor and analyze the performance of the customer-facing AI-Assistance tool. This involves reviewing customer feedback, defining necessary actions for improvement (e.g., enhancing efficiency and accuracy), and either creating new knowledge base articles or collaborating with the Product Documentation team to update and improve existing customer-facing content.
What you need to perform in this job
- Experience in the adtech industry
- 3-5+ years of experience in a technical role (Sales Engineer, Consultant, Technical Trainer or Technical Enablement Specialist)
- Proven track record of creating educational content that is engaging, not just informative. You know how to explain complex concepts to a beginner. As an international company, being able to use technology to provide multilingual content is essential.
- Successfully created and managed an external certification program, achieving a high rate of participation.
- Analyze business operations to identify inefficiencies, then define, implement, and/or oversee solutions for process improvements.
- Proficiency in utilizing Learning Management Systems (LMS) like Absorb LMS and Customer Relationship Management (CRM) tools like Salesforce is essential. Additionally, experience with content creation tools is required.
- Experience with Salesforce Agentforce or equivalent AI productivity tools is a significant plus.
What we bring to the table
- Retirement Savings: Group RRSP with a 50% employer matching up to 4% of your salary.
- Wellness: $500 annual Wellness fund for mental/physical health and office-related expenses.
- Comprehensive Benefits: Complete company insurance plan (health, dental, vision, travel) effective from day one (100% employer-paid). $500 annual Health Care Savings Account (HCSA) for additional health-related expenses.Unlimited access to the virtual healthcare platform (Telus Health).
- Paid Time Off: Minimum 3 weeks vacation, 5 floater days, 5 sick/personal days, and 2 volunteer days.
- Financial Perks: Transportation reimbursement for travel to a Broadsign office.
- Family Support: Parental leave salary supplement.
- Growth Opportunities: Training & development opportunities with a yearly budget to support professional growth, 3 paid training days per year.
At Broadsign, we value the varied social identities that make up our community. We recognize talent comes in different forms and encourage applications that reflect different backgrounds and experiences. Our promise is to be an inclusive employer and partner, open to learning, with thoughtful strategies and practices that amplify the different voices of our industry.
Knowledge of French is required for positions permanently located in Quebec so incumbents can communicate with their colleagues and partners in Quebec as necessary. French-language training is offered to all incumbents in permanent positions in Quebec who do not have a good knowledge of French.
Fluent English is required for this position in order to communicate with colleagues, clients and partners (or suppliers) located outside Quebec and to understand the technical and scientific documentation used in our industry