Product Enablement Specialist – North America (d/f/m)
About The Position
Are you passionate about helping customers and teams get the most out of a powerful B2B platform? Do you enjoy turning complex product changes into clear, helpful content, and solving technical questions along the way? Then it’s an exciting time to join Luminovo. We’re scaling our product enablement function, both internally for our customer-facing teams and externally for our customers. As a Product Enablement Specialist, you’ll own and scale how product knowledge flows across Luminovo and out to our customers: from our Help Center and FinAI chatbot in Intercom, to the monthly product newsletter, to hands-on training in LumiAcademy.
Requirements
- Willingness to dive into the electronics industry to understand potential customers' unique situations and how software tools can create value for them.
Responsibilities
- Own Intercom as DRI. Run our customer support in Intercom as the primary platform for an excellent customer experience, keeping first response time and time-to-close low.
- Grow self-service. Continuously improve our FinAI chatbot and Help Center so customers can resolve questions on their own, and manage outbound messages (banners, pop-ups, product tours, newsfeed).
- Track the right KPIs. Run weekly analysis on outcome-driven metrics (first response time, time to close, chatbot resolution rate, conversation volume, CSAT) and surface insights for better decisions.
- Be the enablement hub. Serve as the binding force across Sales, CS, Marketing and Product, streamlining updates and driving feature adoption.
- Partner with Product & Engineering. Maintain a reliable flow of product information and align early on upcoming releases and the actions they require.
- Jump on customer calls when needed. Be comfortable joining video calls with customers when the situation calls for it.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
