Customer Enablement Associate

Medrio; San Francisco (CA); On-site; USD 65,000 - 75,000; Full time

Benefits offered by this job

Healthcare

Retirement plan

Stock options

Parental leave

Flexible time off

Stipends

Job summary

Medrio is seeking a Customer Enablement Specialist to help customers adopt Medrio software and build the skills to use it confidently. The role blends content creation with hands-on training, including live sessions and self-paced curricula.

The ideal candidate is technical, organized, and a strong communicator who can translate complex software concepts for non-technical users and tailor delivery to different customer needs.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 2–4 years of experience in customer education, training, technical writing, or customer success, ideally within a SaaS or software organization.
• Demonstrated technical aptitude and ability to learn, configure, and troubleshoot software.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non‑technical audiences.
• Experience delivering live training sessions or presentations to external audiences.
• Strong organizational skills and ability to manage multiple content and training projects simultaneously.

Responsibilities

• Content Creation: write and maintain product user guides, knowledge base articles, and best practice guides; draft customer-facing release notes; design curricula for training paths; keep content current with product evolution.
• Training Delivery: deliver live training sessions; facilitate webinars and workshops; adapt delivery to audiences; respond to how‑to questions and troubleshoot configurations in training.

Skills

Customer education

Technical writing

Training delivery

Communication skills

Project management

Education

Bachelor's degree or equivalent

Tools

Confluence

Zendesk

LMS

Job description

Medrio is hiring a Customer Enablement Specialist to help customers successfully adopt Medrio software and build the skills to use it confidently and independently. This role sits at the intersection of content creation and hands‑on customer training: you will build the user guides, knowledge articles, and curricula that power self‑service learning, and you will also lead live training sessions and answer real‑time questions so customers can configure Medrio to fit their specific protocols. The ideal candidate is equal parts technical, organized, and an engaging communicator who can make complex software concepts easy to understand.

Essential Duties and Responsibilities:

Content Creation

• Support Medrio’s Technical Writers in writing and maintaining product user guides, knowledge base articles, and best practice guides for Medrio's software.
• Draft clear, customer-facing software release notes that explain new features and changes.
• Partner with the Customer Enablement team to design and build curricula and structured content for instructor‑led and self‑paced training paths.
• Keep all documentation and training content current as products evolve, working closely with Product and Support teams.

Training Delivery

• Deliver live, human‑led training sessions to customers, including onboarding, ongoing education, and advanced feature training.
• Facilitate webinars and workshops that build customer proficiency and confidence with Medrio products.
• Adapt training delivery and pacing to different audiences, from new users to experienced administrators, while also supporting specific customer needs according to their protocol and/or process as practical.
• Respond directly to customer how‑to questions and troubleshoot configuration issues within a training setting.

Customers or Clients:

• Customer and Employee Facing

Necessary Skills and Qualifications:

• Bachelor's degree or equivalent professional experience.
• 2–4 years of experience in customer education, training, technical writing, or customer success, ideally within a SaaS or software organization.
• Demonstrated technical aptitude and ability to learn, configure, and troubleshoot software.
• Excellent written and verbal communication skills, with the ability to translate technical concepts for non‑technical audiences.
• Experience delivering live training sessions or presentations to external audiences.
• Strong organizational skills and ability to manage multiple content and training projects simultaneously.

Working Conditions:

Other Skills and Abilities:

• Experience in clinical trials or clinical trial software (e.g., EDC)
• Familiarity with learning management systems (LMS) and knowledge base platforms (e.g., Confluence, Zendesk).
• Experience creating technical documentation or knowledge base content.
• Ability to write effective copy, instructional text, audio and video script
• Understanding of varied learning styles
• Familiar with e‑learning design, video technology and editing

About Medrio:

At Medrio, we look for smart, capable, and conscientious people to help us expand our product capabilities, grow our business, and better serve our customers. Our employees love working for us because they get to develop, market, and sell a product that advances human health, and they enjoy many perks, including:

• Comprehensive healthcare: US-based employees receive medical, dental, and vision coverage, with Medrio covering 100% of employee premiums and 50% of dependent premiums.
• Retirement contributions
• Equity: Stock options so you share in what we're building.
• Generous parental leave.
• Flexible time off - including company bonus holidays during months with no public holidays.
• Stipends — A monthly mobile/internet stipend and a wellness stipend to support how you work and how you recharge.

At Medrio, we build the technology that makes clinical trials faster, smarter, and more human. Our unified platform helps sponsors, CROs, and research sites bring life‑changing therapies to market and every person on our team plays a role in that mission. You'll find a diverse, global team that brings accountability, curiosity, and a genuine customer‑first mindset to everything we do, with a healthy dose of joy and quirkiness along the way.

Our culture
Medrians aim high. We're solution-oriented, collaborative, and driven — and we have fun doing it. Whether you're an engineer, data scientist, solutions consultant, or anything in between, you'll be part of a team that cares about your growth and the impact of your work.

The Medrio team is made up of individuals with a wide array of skills and interests, but all have a passion for providing the best possible user experience for our customers. We value collaboration, ingenuity and creating a culture of excellence!

Salary Range: $65,000 - 75,000 USD

To see detailed information on the data we collect during the application process, and how Medrio complies with data privacy laws, visit our Careers page.

As set forth in Medrio ’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.