Customer Enablement Specalist
At Lyrebird we're looking for a Customer Enablement Specalist to join our team.
Full-time · Melbourne
Customer Enablement Specalist
The Customer Enablement Specialist at Lyrebird Health drives customer activation and retention by creating scalable onboarding solutions, tailored training programs, and proactive education campaigns. This role leverages user behaviour insights to optimise enablement strategies and ensures customers achieve maximum product value. Core responsibilities include
Self-serve onboarding: Create and manage interactive onboarding experiences, including tooltips, videos, and checklists, to guide new users seamlessly.
User education campaigns: Develop and implement email and in-app campaigns that educate customers on key features, increasing engagement and product activation.
Behaviour-driven insights: Monitor and analyse customer behaviour to deliver proactive, tailored nudges that encourage feature adoption and long-term retention.
Enablement content improvement: Partner with cross-functional teams to develop and refine customer-facing resources, ensuring they meet evolving user needs.
Scalable training programs: Design and facilitate workshops, training sessions, and webinars tailored for larger SMB customers, providing hands-on support and education.
Webinars for SMBs: Host targeted webinars to deliver a more personalised onboarding experience for SMB customers, driving engagement and satisfaction.
Onboarding metrics optimisation: Track key onboarding metrics like TTV and completion rates, implementing strategies to streamline the onboarding process
Onboarding content creation: Experience in designing engaging tools such as videos, checklists, and training sessions to enhance user onboarding.
Data analysis: Ability to interpret customer behaviour and use data-driven insights to inform decision-making.
Strong communication: Excellent verbal and written skills to effectively engage with customers across multiple channels.
Customer focus: Empathy and active listening to understand and anticipate customer needs, delivering proactive solutions.
Technical proficiency: Proficient in using CRM systems, analytics platforms, and email tools to streamline enablement processes.
Cross-team collaboration: Partner with product, marketing, and customer success teams to align strategies and advocate for customer needs.
Problem-solving:Adaptable and resourceful in addressing challenges and ensuring a seamless onboarding and engagement experience.
3-5 years experience in similar role
Do you want to join our team as our new Customer Enablement Specalist? Then we'd love to hear about you!