Product Enablement Specialist

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

The Product & Engineering (P&E) Center of Excellence (COE) team at Talkdesk plays a pivotal role in managing the product life cycle, end-to-end release process, and product readiness while ensuring strategic alignment within Talkdesk. The team supports the Product & Engineering organization globally.

 The Product Enablement Specialist partners across the organization to ensure a focused enablement strategy for newly released products, to create and maintain prescriptive user documentation throughout the life cycle of the product, and to navigate internal teams and customers through critical changes as the product evolves. 

Objectives: 

• Improve internal alignment on new product introductions and managing critical changes
• Ensure consistency and accuracy of self-service user documentation
• Accelerate user onboarding and adoption
• Mitigate escalations

Key Responsibilities:

• Get involved in the planning phase, working closely with product managers, developers, and GTM stakeholders to determine what enablement efforts (documentation, training, alignment) are needed at various stages of the product lifecycle. 
• Write, edit, clarify, and proofread product-related documents such as release notes, product notices, articles, API documentation, in-product messages. 
• Implement best practices for collaboration, review, and approval processes.
• Share feedback with appropriate cross-functional teams (Product, Product Design etc) when UI inconsistencies/improvements are spotted.
• Drive continuous improvement of our product doc sites by optimizing content, updating FAQs, adding new guides, or revising existing articles to better meet user needs.
• Archive and decommission outdated content, ensuring that users always have access to the most relevant information.
• Content standardization by establishing guidelines and standards for how information is documented, ensuring consistency in tone, style, and structure across all content.
• Manage multiple, competing priorities in a fast-paced, constantly changing environment.
• Additional responsibilities as the organization scales.

Requirements:

• 2+ years of experience in product enablement, sales enablement, product operations, sales operations, customer operations, or similar role in enterprise SaaS company.
• Exceptional written and spoken skills in English, with the ability to distill complex technical concepts into simple documentation.
• Excellent interpersonal and communication skills, thrives in fast-paced and evolving environments.
• Strong attention to detail and organizational skills with the ability to manage multiple projects simultaneously.
• Experience with tools such as Pendo, Jira, Readme, Gainsight, Google G Suite is an advantage.

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.