Senior Product Enablement Manager

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $160k - $170k / year

⏰ Full Time

🟠 Senior

📚 Learning and Development

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dataSpring Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🤝 B2B

📣 Marketing

☁️ SaaS

B2B • Marketing • SaaS

dataSpring is an Asia-focused market research and online panel provider. It offers expansive coverage across 12 countries and 2 million+ active panelists, supplying researchers with proprietary panels, third-party partners, and API integration. dataSpring provides a mobile research platform, 24/7 regional operations support in local languages, a Quality Check System for data validity, downloadable panel books, and insights content (blogs and podcasts) targeted at businesses conducting surveys and market research in Asia.

📋 Description

• Identify and synthesize user-friction signals from support contacts, customer interactions, implementation and account teams, feedback, usability research, and product-usage data • Translate friction into user-education and product-adoption needs • Prioritize requests by user impact, business importance, urgency, audience, and production effort • Establish and operate an intake and triage process • Participate in UAT and product-release activities • Determine and create effective interventions such as Pendo tooltips, contextual messages, guided walkthroughs, product tours, short-form videos, annotated screenshots, and visual tutorials • Design content for different user roles, personas, workflows, and product-familiarity levels • Script, record, edit, caption, and publish product-training videos • Build, test, publish, and maintain Pendo guides, tooltips, walkthroughs, and in-app experiences • Create reusable visual content for in-product guidance, help centers, release communications, and support channels • Apply brand, voice, terminology, plain-language, accessibility, Section 508, and WCAG standards • Maintain source files, templates, naming conventions, version history, and a reusable content library • Use AI-assisted and automated production tools while maintaining accuracy, security, and editorial quality • Plan and run in-app engagement campaigns • Evaluate effectiveness using Pendo analytics, support data, task completion, feature adoption, depth of use, and time to first successful use • Test, improve, revise, consolidate, or retire content based on behavioral data and user feedback • Establish training-content standards, review processes, ownership, and Pendo governance • Define guidelines for responsible AI use in content creation • Partner with Product Management, UX, Customer Support, Implementations, Sales, Client Partnerships, Marketing & Communications, Compliance, and subject-matter experts • Coordinate product enablement and communication across provider and member data teams • Communicate priorities, tradeoffs, progress, risks, and results to stakeholders • Review call drivers and user feedback with the Solutions Center and compare support themes with Pendo behavior data • Keep Solutions Center training and knowledge resources current with releases • Create presentations for leadership and go-to-market teams • Support UX and user enablement teams with overflow work and launch/release coverage

🎯 Requirements

• 5+ years of hands-on experience creating customer education, software product training, product adoption, or enablement content • Demonstrated experience producing customer-facing content for a software product or technology-enabled service • Hands-on experience with a digital adoption platform required; Pendo experience strongly preferred • Experience working within product-development and release cycles • Bachelor’s degree or an equivalent combination of education and relevant professional experience • Portfolio including at least one software-training video and one example of in-app, visual, or written guidance personally created • Strong writing and editing skills for nontechnical audiences • Ability to independently create short-form video, in-app guidance, and written or visual instructional content • Demonstrated video-production experience, including screen capture, editing, captions, visual callouts, and narration or voiceover management • Ability to interpret product analytics, support data, and customer feedback • Ability to work independently under significant deadline pressure • Comfort with shifting priorities and incomplete information • Strong stakeholder-management and cross-functional facilitation skills • Experience with several comparable tools, including Pendo, Camtasia, Descript, Adobe Premiere Pro, Loom, Articulate 360, Adobe Captivate, Jira, Confluence, Microsoft Word, PowerPoint, and Excel • Experience developing education for external users and customers for a SaaS product or technology-enabled service • 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 • Experience partnering with customer support or call-center teams • Experience creating executive presentations and release communications

🏖️ Benefits

• Medical, dental, and vision coverage • 401(k) with company contributions and matching • Paid parental leave • Tuition assistance • Generous paid time off • Fully remote environment • Professional growth support

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