Customer Enablement Specialist
Owns the RSA Community experience and strategy, connecting digital community engagement with training, self-service, Customer Success, and Support. The role requires at least five years of relevant SaaS or technology experience, strong analytics, and cross-functional stakeholder management.
About the job
Responsibilities
Community Strategy & Frontend
- Own the strategy and frontend experience of the RSA Community.
- Design Community structure, navigation, and content surfacing for optimal customer engagement.
- Continuously evolve Community as the primary customer-facing enablement experience.
- Lead digital enablement innovation, including Community-led and AI-powered enablement initiatives.
Reporting & Analysis
- Own reporting and analytics for Community and customer enablement performance.
- Analyze customer behavior across Community, LMS, and self-service experiences using Google Analytics 4, community analytics, and business intelligence tools.
- Translate insights into actionable improvements that drive engagement, adoption, and satisfaction.
- Build and maintain dashboards measuring impact across the customer enablement journey.
Customer Education Collaboration
- Partner with Education Services teams, including program managers, training administrators, and instructional designers, to connect Community with training programs, the LMS, and content.
- Ensure Customer Education programs are surfaced and amplified through Community.
- Drive integration between training experiences and Community engagement.
Customer Success & Support Collaboration
- Partner with Customer Success to embed Community and enablement into the customer success motion.
- Partner with Support to embed Community and enablement into the customer support experience, including knowledge-base integration.
- Provide insights and adoption signals to Customer Success Managers and Support teams.
- Connect Education, Community, Customer Success, and Support.
Requirements
- 5+ years of experience in customer community, customer enablement, customer education, customer success, or digital learning in a SaaS or technology environment.
- Bachelor's degree or demonstrated equivalent experience.
- Experience working with or driving customer communities, self-service experiences, or digital enablement platforms.
- Strong analytical skills and experience interpreting customer behavior and engagement data.
- Excellent written and verbal communication skills in English.
- Strong cross-functional collaboration and stakeholder management skills.
Nice-to-Haves
- Hands-on experience with community platforms, knowledge management systems, or digital learning ecosystems such as Salesforce Experience Cloud.
- Experience embedding enablement into Customer Success or Support customer journeys.
- Exposure to AI-driven enablement tools, including chatbots, learning automation, and recommendation engines.
- Customer journey mapping and lifecycle design experience.
Skills
Customer Communities, Customer Enablement, Customer Education, Google Analytics 4, Salesforce Experience Cloud, Learning Management Systems, Business Intelligence, Knowledge Management, Customer Journey Mapping, Artificial Intelligence, Chatbots, Dashboarding
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