Job Overview

This role supports customer and technical enablement end-to-end, bringing deep subject matter expertise on the ICIMS product ecosystem and the customer adoption journey. This role operates at the intersection of product release management and enablement execution, transforming a continuous stream of agile release updates into structured, digestible learning experiences that drive customer and technical adoption. By applying strong instructional design principles, this role clusters related release updates into meaningful, outcome-oriented courses rather than surfacing them as disconnected announcements. They'll partner closely with Product teams to shape what gets released and how.

Responsibilities

• Serve as a customer/technical enablement SME on the ICIMS product ecosystem and customer adoption journey

• Own the end-to-end process of transforming agile product release updates into structured, learner-ready content - identifying thematic "clusters" of related updates based on the behaviors and outcomes they should drive for customers

• Apply instructional design principles (Bloom's Taxonomy, ADDIE) to design courses that go beyond feature announcements, clarifying impact, relevance, and required customer action for each release cluster

• Own and maintain all customer- and technical-facing enablement content published externally via Skilljar, including course structure, sequencing, and ongoing content currency as releases ship

• Partner with Product Management and Product Marketing to gain early visibility into the release roadmap and influence how updates are packaged, prioritized, and communicated to customers

• Design and deliver technical enablement content for customer-facing technical audiences (e.g., admins, implementers), ensuring depth is appropriate to role and skill level

• Define behavioral and business success metrics for customer enablement programs, applying ROI/Kirkpatrick-style evaluation to connect learning consumption to adoption and customer outcomes

• Use Skilljar, Workday Learning, and related systems to support content delivery, measurement, and reporting

• Analyze learner engagement, completion, and sentiment data to identify content gaps and inform continuous improvement of the release-to-course pipeline

• Influence cross-functional stakeholders (Product, GTM Enablement, CS) to align on release communication cadence and enablement investment

Qualifications

• 5-8+ years of experience in learning, enablement, performance consulting, or GTM roles ideally supporting customer-facing or technical audiences in a SaaS environment preferred

• Working knowledge of, or ability to quickly master, the ICIMS product suite and customer journey

• Strong grounding in instructional design and evaluation frameworks - Bloom's Taxonomy, ADDIE, and ROI/Kirkpatrick-style measurement

• Experience designing learning content from a fast-moving, agile source (e.g., product release notes, sprint outputs) into structured, sequenced courses

• Experience publishing and managing content on a customer-facing learning platform (Skilljar or similar external LMS/CRM)

• Comfort working with learning technologies (Skilljar, Workday Learning, Synthesia or similar) and learner data

• Experience partnering cross-functionally with Product and GTM/enablement teams to align internal and external communication timing

• Strong ability to translate technical or feature-level detail into customer-relevant impact and required action

• Strong collaboration and communication skills, with credibility across Product, GTM Enablement, and Customer Success stakeholders

Core Skills & Competencies

• Deep product and customer-journey subject matter expertise

• Instructional design rigor (Bloom's, ADDIE) applied to fast-moving content

• Learning measurement and ROI evaluation

• Cross-functional partnership across Product and GTM Enablement

• Content platform management (Skilljar) and learner data analysis

Compensation and Benefits

We accept applications for this position on an ongoing basis until the position is filled. Applications will be reviewed as they are received, and qualified candidates may be contacted throughout the posting period.

The anticipated base pay range for this position is $100,000-$120,00 annually. Final compensation will be based on factors such as relevant experience, skills, education, internal equity, and market data. This range aligns with our commitment to equitable and transparent compensation practices, as required by applicable law.

Competitive health and wellness benefits include medical, dental, vision, 401(k), dependent care, short term and long-term disability, life and AD&D insurance, bonding and parental leave, mindfulness resources, an open vacation policy, sick days, paid holidays, quiet hours each workday, and tuition reimbursement. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits