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Customer Enablement Associate

Atlanta, GA

What We Do:

Florence software advances cures by helping the world’s most important research sites do their best work. Our solutions are now used by over 30,000 research teams in 70 countries around the world—we’re the most widely deployed site workflow tool in the industry. By the end of the decade, we’ll double the pace at which new medicines get to market by doubling the output of trial site teams. To date, we were named a Deloitte Fast 50 business, G2 Category Leader, an Inc. & AJC best place to work, and an Inc. 5000 company five years in a row. 

At Florence, we are committed to make the world a better place by accelerating research while providing an environment for our employees where they can be happy in their lives, enjoy their jobs, and grow. 

What You’ll Bring to the Team:

At Florence, we’re passionate about making it easy for our customers to contribute to research and find cures. An empowered customer is a successful one. As a Customer Enablement Associate, you will help clinical research teams adopt our software with confidence by creating engaging educational content, managing our customer knowledge base, and supporting scalable learning initiatives. You’ll collaborate closely with Customer Success, Product, and Support teams to ensure customers have the right tools and guidance to thrive.

You Will:

Customer Education & Enablement: Design and deliver high-quality onboarding and training resources, including guides, videos, and interactive courses. Help customers adopt the platform confidently and effectively. Lead live virtual training sessions to ensure customers are confident and capable in using the platform.

Knowledge Management: Own and maintain the customer-facing knowledge base to ensure content is accurate, searchable, and aligned with product updates and customer needs.

Content Development: Create user-centric enablement materials for a variety of learning styles and roles. Update content proactively based on product releases and user feedback.

Cross-Functional Collaboration: Work closely with Support, Product, and Customer Success teams to stay informed of platform changes, customer challenges, and learning needs.

Customer Advocacy: Capture feedback and learning gaps from customer interactions to inform future enablement strategies and support product improvement efforts.

Enablement Analytics: Monitor usage and effectiveness of knowledge base articles, training materials, and LMS content. Use insights to improve customer outcomes and engagement.

 

An Ideal Candidate Will Have:

  • 2+ years experience  in customer enablement, instructional design, technical writing, or customer-facing roles is SaaS or healthcare/life sciences settings
  • Bachelor’s degree or equivalent work experience
  • Experience creating customer-facing training or documentation, especially in SaaS or technical environments
  • Experience delivering live virtual trainings or webinars, with strong communication and presentation skills
  • Familiarity with Learning Management Systems (e.g., Skilljar) and knowledge base tools (e.g., Zendesk)
  • Excellent communication skills, both verbal and written, with the ability to communicate complex information to different audiences clearly and concisely
  • Ability to obtain and synthesize feedback, assessing needs, and integrating into a cohesive training design
  • An eye for detail, organization, and consistency in documentation and instructional design
  • Comfort with video editing tools (e.g., Articulate, Camtasia, Powtoon) and a willingness to learn new tools quickly
  • A collaborative mindset and the ability to work cross-functionally with Support, Product, and Customer Success teams
  • Passion for helping users succeed through proactive education and self-service enablement
  • Analytical and data-driven, with the ability to assess the effectiveness of training programs and make data-driven decisions
  • Experience with content creation tools
  • Preferred but not mandatory: Spanish language proficiency

What’s in it for you?

  • Do well. We offer a competitive compensation package, medical and dental insurance, and office space in the heart of the city.
  • Do good. We insist that health technology is the highest calling for software development. We pride ourselves on working on something bigger than ourselves; helping advance cures and therapies.
  • Make the leap. Join our high-output culture to create innovative, modern, and purposeful software solutions.

Florence supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity or expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical disability, or any other protected class.

Please be cautious of potential recruitment fraud. If you are interested in exploring opportunities at Florence Healthcare, please go directly to our Careers Page. Florence Healthcare will never ask you to pay a fee or download software as part of the interview process with our company. In addition, Florence Healthcare will not ask for your personal banking information until you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All communications with Florence Healthcare employees will only be sent from @florencehc.com email addresses.

 

 

 

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