Customer Enablement Specialist

JOB DESCRIPTION: Customer Enablement Specialist Reports to: Implementation Team Lead Location: Remote (Latin America), with up to 25% travel to customer locations Job Summary: We are seeking a proactive and customer-focused Customer Enablement Specialist to support AvSight customers across onboarding, training, and ongoing customer success initiatives. This role will primarily guide small to mid-sized business (SMB) customers through our Quick Start implementation program using a 1:many enablement approach, while also supporting components of Professional and Enterprise-level implementations as needed. In addition to onboarding responsibilities, the Customer Enablement Specialist may deliver training to existing customers and support longer-term adoption efforts through the Business Optimization Program or other customer success programs. The ideal candidate excels at simplifying technical concepts, driving customer progress, and managing a high volume of customer interactions with clarity, empathy, and strong follow-through. Some weekend availability is required to support data migration or go-live activities scheduled for Mondays. Key Responsibilities: Customer Support and Enablement Serve as the primary point of contact for a portfolio of customers, primarily SMBs but occasionally supporting Professional or Enterprise-level implementations. Respond promptly and accurately to customer inquiries via email, chat, and scheduled conference calls sessions. Guide customers through onboarding tasks such as initial setup, basic configuration, training, and data import. Monitor customer progress and proactively address blockers to maintain momentum throughout the implementation. Project Management Schedule and facilitate meetings with customers and internal stakeholders. Identify, document, and clearly communicate action items and responsibilities. Escalate risks or issues that may affect timelines, customer satisfaction, or contracted deliverables. Training & Education Deliver training sessions to new and existing customers in both one-on-one and group settings. Host regular “office hours” to address common onboarding or usage questions. Support post-go-live optimization and training as part of the Business Optimization Program. Contribute to creating and improving customer-facing learning resources, including videos, documentation, and enablement guides. Stay current with AvSight features, updates, and best practices to ensure customers receive accurate and relevant guidance. Relationship Building Build positive, trusted relationships with customers by understanding their goals and tailoring guidance to their needs. Serve as a supportive partner, reinforcing best practices for successful product adoption. Promote self-service capabilities to empower customers and enhance long-term satisfaction. Documentation & Reporting Maintain organized, accurate records of interactions, progress, and issues within Salesforce. Provide regular updates on customer progress and identify recurring themes or challenges. Communicate customer feedback or observed trends that may inform enhancements to processes, training materials, or product functionality. Required Skills and Abilities: Excellent verbal and written communication skills Strong interpersonal and customer service abilities Exceptional organizational skills and attention to detail Ability to clearly explain technical concepts to non-technical users Strong analytical and problem-solving skills Ability to balance multiple priorities across numerous customers and deadlines Proven ability to learn complex products and processes independently Comfortable in a fast-paced, evolving environment Education and Experience: Minimum of 3 years of experience onboarding or training customers for a software or SaaS solution Minimum of 3 years of experience in aviation, ERP, and/or Salesforce platforms Project management certifications are desirable but not required