As a key member of our Customer Success team, the Customer Enablement Manager will play a pivotal role in driving customer success through impactful training and enablement initiatives. This role is critical in driving successful adoption and usage of our existing and next generation of technology solutions by delivering engaging, outcome-based training experiences to both customers and internal teams.

The ideal candidate is a dynamic communicator, experienced educator, and customer advocate with a deep understanding of adult learning principles and a strong technology background. The successful candidate will design, develop, and deliver customer enablement programs for a diverse audience without our Canadian customer base to ensure they can confidently and effectively use our products. You will collaborate closely with the Sales, Customer Success, Product Management, Engineering, and Technical Support teams to align training with customer outcomes, and you will be instrumental in advancing our enablement strategy in Canada and beyond.

Key objectives include empowering customers throughout their journey with JSI to ensure they derive maximum value from our solutions and unlocking expansion opportunities by demonstrating how new offerings can improve user workflows.

Responsibilities:

Customer Training & Enablement

• Design and deliver engaging, outcome-based training for a variety of audiences including system administrators, end users with various roles, and API developers.
• Contribute to content creation, including training decks, hands-on exercises, job aids, eLearning modules, and certification materials, for individual customers and in support of the global training team knowledge base.
• Support the development of custom workflows based on unique customer objectives and data sources.
• Facilitate both virtual and in-person classroom training sessions.
• Lead targeted enablement programs aligned with sales and adoption goals.
• Provide on-site mentoring and performance support at customer locations.
• Develop and maintain reusable training content aligned with global enablement strategic objectives, including documentation, videos, and interactive modules.

Customer Journey Engagement

• Maintain relationship with Canadian customers throughout their journey. This includes conducting onboarding training for new customers to ensure smooth adoption, offering recurring performance support and mentorship to drive continued success, and delivering targeted enablement to support system expansions and new feature rollouts.
• Establish and nurture tailored engagement plans for key accounts focused on attaining both customer outcomes and account growth objectives.
• Assess training effectiveness and gather feedback to continuously improve course offerings and delivery methods.
• Partner with Customer Success and Sales representatives to identify enablement and opportunities and customer growth.
• Support Sales & Customer Success team in identifying key candidates for testing or adoption of new functionality.
• Share key insights gained from customer exposure to broader JSI team to support continuous improvement of our product and service offering.

Content Development

• Create and maintain high-quality, scalable training materials tailored to diverse learning styles and technical proficiencies.
• Collaborate with the Product Management, Marketing, and Sales/Customer Success teams to align content with product updates and strategic initiatives.
• Coordinate closely with counterparts in regional offices to provide peer support, knowledge sharing, and to collectively contribute to organizational body of knowledge.
• Support internal and customer-facing events with presentations, demos, and training content.
• Contribute to internal enablement efforts to upskill team members, improve delivery consistency, and augment internal reference materials.

Additional Responsibilities

• Travel to customer sites in Canada and internationally (if required) to deliver in-person training sessions and support enablement efforts.
• Serve as a key collaborator in shaping and actioning strategy for global alignment on customer training & enablement.
• Partner with internal teams to ensure alignment between training initiatives and customer success goals, including onboarding, adoption, and long-term retention.
• Mentor and support junior trainers and serve as a subject matter expert within the enablement team.
• Stay current with product updates, best practices, and industry trends to ensure training content remains relevant and impactful.

Education and Experience

• 5+ years experience in a training, enablement, or instructional design role within a technology or software company.
• Strong understanding of advance learning principles, outcome-based learning design,
• Demonstrated success in driving customer adoption and satisfaction through enablement efforts.
• Experience with Learning Management Systems (LMS), eLearning tools, and content creation platforms.
• Familiarity with various software platforms and enterprise software environments.
• A University Degree in a relevant field and/or 5 years' equivalent professional experience.
• 3+ years' experience in designing and delivering technology and software learning materials.
• 3+ years' experience in technical writing, with a focus on software.
• Experience developing eLearning materials including writing scripts, building videos, and managing the post-production process.
• Solid experience working in an Agile development environment.

Qualifications

• Excellent written and oral communications skills, including the ability to present ideas and suggestions clearly and effectively.
• Strong facilitation and presentation skills, with the ability to engage diverse audiences.
• Experience in instructional design and outcome-based learning methodologies.
• Ability to manage multiple projects and priorities in a fast-paced environment.
• Customer-centric mindset with a passion for helping others succeed.
• Technical aptitude and ability to quickly learn new software platforms.
• Collaborative team player with a proactive, solution-oriented approach.
• Empathetic to the needs and interests of learners.
• Engaged and passionate about learning new technologies.
• Excellent research, listening, and interpretive skills. Detail oriented.
• Ability to grasp technical information and communicate it in a clear and concise manner that has the learner in mind.
• Technical experience in the telecommunications field or cellular systems experience is an asset.
• Experience working with virtualization technologies, computer hardware, and networking equipment is an asset.

How We Work

You will be expected to work in a remote/hybrid environment reporting to our Kanata, Ontario location 2 or more times per week.

About JSI

JSI is built on purpose, that of making a difference in the world.

Founded in 1979, this privately-owned technology company is the North American leader in designing and developing acquisition, collection and analysis solutions for law enforcement and intelligence communities.

With 4Sight – JSI's single, unified, product suite – customers can combine any number of disparate data sources into a highly intuitive, visually-focused platform. The result? JSI's customers spend less time working with data and more time seeing patterns, understanding trends, and gaining perspective (and making the world a safer place).

With over 400 employees and a strong, growing global presence in Canada, the U.S., Australia, and Germany, JSI is not only the dominant player in its industry, it is also known for its fun, high-performing, purpose-driven corporate culture.

In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), JSI will provide accommodation-accessible formats, and communication supports for the interview process upon request.