Product Enablement Specialist
LuminovoSupply Chain company
RemoteMid
Cherry Ventures
Verve Ventures
Tencent
La Famiglia/General Catalyst
Chalfen Ventures
Khadjavi Capital Partners
Product
About the role
TL;DR
Own and scale how product knowledge flows across Luminovo and out to our customers.
- •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? Key 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.
- •Requirements Willingness to dive into the electronics industry to understand our potential customers' unique situations and how our software tools can create value for them.
- •Motivation and ability to help us accelerate technical progress.
- •Comfortable joining video calls with customers when the situation calls for it.
Required skills
Product ManagementAgileScrumCustomer SuccessImplementation Management
Nice-to-have skills
AgileScrumCustomer SuccessImplementation Management
Domain expertise
fintech