Customer Enablment Specialist

ePayPolicy; Austin (TX); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Competitive salary

401K

Flexible PTO

Lunch stipend onsite

Open communication

Job summary

ePayPolicy, based in Austin, TX, is seeking a Customer Enablement Specialist to accelerate onboarding and adoption across customers of all sizes. The role sits in a growing, hybrid-work environment with a focus on digital-first onboarding, training content, and cross-functional collaboration.

You will partner with Implementation, Value Realization, and Account Management to drive time-to-value and expand platform utilization while shaping product strategy with frontline insights.

Qualifications

• 3+ years in technology enablement or related roles.
• Experience using LLMs to create content and collateral.
• Ability to build product tours, webinars, and self-service learning hubs using telemetry.
• Strong customer-centric approach with excellent communication and onboarding leadership.

Responsibilities

• Design onboarding experiences for SMB and mid-market customers with digital-first tools and guided self-service workflows.
• Collaborate with Implementation for enterprise accounts to ensure readiness and cross-functional onboarding frameworks.
• Create training collateral, campaigns, and playbooks to drive feature adoption across channels.
• Develop targeted training materials to accelerate time-to-value and platform utilization for clients of all sizes.
• Influence Product roadmap with frontline customer insights to improve onboarding and adoption.
• Partner with Product, Value Realization and Account Management to close gaps in customer knowledge.
• Work with ecosystem/integration partners to provide subject-matter expertise on third-party platform functionalities.

Skills

Technology enablement

LLM tooling

Data-driven telemetry

Customer-centric

Cross-functional teamwork

Project ownership

Tools

Google Suite

Microsoft Office

Job description

Every day, ePayPolicy helps over 10,000 insurance companies speed up incoming and outgoing payments. By helping them move from manual, outdated forms of payment collection to modern payment tools, we help their companies work faster and more efficiently. (Check out our almost 5-star customer reviews.)

How do we do it?

With powerful payment tools that just work. Our secure, online ACH and credit card payment page is the core product for many of our companies. But we also provide an integrated suite of helpful features for insurance companies of all sizes, including point-of-sale financing, payables network tools, and check reconciliation, all within a single dashboard.

Our expert, live support team helps deliver exceptional care every day, with an industry-leading 97% customer retention rate. Our customers love us. We love them.

Founded in 2014, our growing team is based in Austin, TX, and has clients in all 50 US states. We’ve grown over 300% in the last three years - with big plans for the future.

About The Role

We’re looking for a Customer Enablement Specialist who is obsessed with delivering world-class service to join our vibrant company that’s growing fast. The newly formed Customer Enablement team is a key player in our strategy to address the realization gap and move adoption motions from ad-hoc or siloed to strategic. Working alongside Implementation, Value Realization, and Account Management, you will focus on customers of all sizes and across the full customer lifecycle.

Your Responsibilities

• Drive the Evolution of SMB Onboarding: Design and deliver onboarding experiences for our small and mid-market customer segments, transitioning toward digital-first tools such as automated email series, template libraries, and guided self-service workflows, eventually shifting to an embedded in-app onboarding path.
• Enterprise Enablement & Training: Collaborate with the Implementation team to equip enterprise accounts with comprehensive operational and technical readiness. Apply key learnings from previous successes to continually improve cross-functional enterprise onboarding frameworks.
• Drive Feature Enablement & Content Creation: Build training collateral, campaigns, and playbooks that position customers to adopt new capabilities. Scope, develop, and implement audience-relevant, actionable content across established channels, including online learning, job aids, and live training sessions.
• Client Education & Platform Adoption: Empower clients of all sizes with deep product and service expertise to accelerate time-to-value. Develop and deliver targeted training materials that instill best practices, expedite target outcomes, and drive widespread platform utilization.
• Inform Product Strategy: Leverage frontline customer insights to directly influence the Product roadmap for client enablement, driving both initial onboarding efficiency and ongoing feature adoption.
• Strategic Alignment: Partner with Product to identify high-impact in-app experiences. Collaborate with Value Realization and Account Management to identify the biggest gaps in customer knowledge and develop solutions to overcome them.
• Ecosystem & Integration Enablement: Collaborate closely with integration partners across the ePayPolicy ecosystem to serve as subject matter experts on all third-party platform functionalities.

What You Bring

• 3+ years in technology enablement, assisting pre- and post-sales teams through onboarding, communications, or related responsibilities.
• Proficiency in leveraging Large Language Models (LLMs) to enhance content and collateral creation workflows.
• Proven expertise in leveraging data-driven telemetry to build product tours, webinars, and self-service learning hubs that expand enablement reach.
• Customer-centric approach rooted in empathy, dedicated to actively identifying client needs to ensure an outstanding overall experience. Strong interpersonal and communication abilities, with a history of effectively directing client discussions and establishing clear expectations throughout every phase of onboarding.
• Ability to pick up new concepts quickly, teach others, and work creatively and analytically in a problem-solving scenario.
• Ability to adapt to quickly changing priorities, manage multiple deadlines, and own projects to successful outcomes.
• Experience working in a cross-functional environment with strong execution and follow-up skills.
• Familiarity with the insurance or payments industry is a plus.
• A growth mindset with a love for getting and giving feedback to help you and the company improve.
• Proficiency in Google Suite products (Docs, Sheets, Slides) for content creation, data organization, and presentation design, as well as Microsoft Office.

Why ePayPolicy

• Competitive salary
• Comprehensive benefits package with employer-paid basic life and disability premiums
• 401K
• Flexible Paid Time Off Policy (FTO)
• Company-sponsored quarterly “ePayItForward” initiatives
• Supportive and inclusive company culture with a focus on work/life balance
• Fully-stocked kitchen
• Lunch stipend when working onsite
• Open communication (We won’t box you in! If you have a cool idea for a product improvement or a suggestion on how to improve the customer experience, let’s talk about it. We value everyone’s ideas and opinions.)
• Huge opportunity for growth

We operate on a hybrid schedule for in-office employees. Standard schedules are three days per week in the office, however, the cadence and days are determined by each team and manager.

Embracing AI at ePayPolicy

At ePayPolicy, AI is a company-wide initiative essential to how we work and innovate. All employees are expected to proactively leverage approved enterprise AI tools to drive operational productivity. While leaning into these capabilities, team members must maintain our ethical standards: thoroughly verifying AI-generated outputs, safeguarding sensitive data, and strictly prohibiting the generation of synthetic media or the use of another individual's likeness without explicit consent.

We value diversity here at ePayPolicy and understand the importance of creating a safe and comfortable work environment, encouraging individualism and authenticity in every member of our team. We strive to create an accessible and inclusive experience for all candidates. If you need an accommodation during the application or recruiting process, please submit a request to our team via this Interview Accommodation form: https://forms.gle/xKppyKTSqfTUi7hz5