Customer Training and Enablement Specialist

About Us

Prokeep is a cutting-edge distributor revenue and relationship engine on a mission to empower distributors to win.

Trusted by over 1,000 distributors and 40,000 users, Prokeep makes it easy for over 3 million contractors, technicians, plumbers, electricians, mechanics, and other skilled professionals to order parts, troubleshoot issues, and generally, get what they need and get on with their day.

We serve the $100+ billion distributor market, enabling them to build stronger relationships, drive demand, and positively impact the communities they serve. By enhancing customer experiences and streamlining communication, we’re not just solving problems—we’re transforming industries and building stronger connections across the supply chain.

Having recently secured a $25M Series A investment, we’re poised for rapid growth and innovation. If you're passionate about tackling complex challenges in a collaborative, fast-paced environment while contributing to an often-overlooked yet vital sector of the economy, we’d love to have you on board.

Let’s shape the future together—one connection at a time!

Prokeep Values

Build Together. – Collaboration, camaraderie, and customer-focus are core to how we collectively work and win.

Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy.

Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships.

Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster!

Position Overview

In the Customer Training & Enablement Specialist role, you will play a crucial role within our onboarding and implementation team. In this role, you’ll focus on driving early success for our customers by delivering comprehensive training programs, creating engaging content, and hosting interactive webinars. Your mission is to accelerate early product adoption, ensure a smooth transition during and after the onboarding phase, and foster ongoing engagement and mastery of our products. By simplifying complex concepts into clear, contextualized use-cases, you will empower customers to achieve their goals and enhance their overall experience with our platform. Your passion for teaching and exceptional communication skills will be key to their success and satisfaction.

Key Responsibilities/Mission:

Deliver Customer Training:

• Conduct live, contextualized training sessions with new and existing customers to help them effectively use the Prokeep platform as they onboard.

• Tailor training sessions to meet the needs of different customer segments, including SMB, Mid-Market, and Enterprise clients, while focusing on the features that align with their industry, pain points, and business goals.

• As new product features are made available, you will play a key role in the development and delivery of training content to ensure effective adoption and use by our customer base.

Create Training and Educational Content:

• Develop and maintain a library of training materials, including presentations, video tutorials, user guides, FAQs, and step-by-step documentation.

• Collaborate closely with Implementation Project Managers and Customer Success Managers to develop and deliver training content that meets customers where they are, ensuring they gain a deep understanding of how to effectively utilize the Prokeep platform to its fullest potential.

• Work closely with product teams to ensure training content is up-to-date with the latest product features and enhancements.

• Design and produce interactive e-learning modules that engage customers, validate learner comprehension, and reinforce key product concepts.

• In collaboration with Implementation Project Managers and Marketing, develop and launch Prokeep Certification Programs tailored for customers who have completed onboarding, as well as for ‘Power Users’ seeking advanced mastery of the platform.

Drive Early Adoption, Usage, and Expansion:

• Collaborate with Customer Success Managers (CSMs) and Account Managers (AMs) to identify customers, especially within the enterprise and mid-market segments, who would benefit from additional training and support during the onboarding phase.

• Develop strategies to increase early product adoption, encourage deeper usage of features, and identify expansion opportunities within the customer base.

• Work closely with the CSMs on enterprise and mid-market accounts to tailor training initiatives that support upsell and cross-sell efforts, driving further value for both the customer and our business.

• Track and analyze customer adoption metrics to identify areas for improvement in training programs, ensuring they align with retention and growth objectives.

Present at Customer Webinars:

• Plan, organize, and present at customer webinars focused on demonstrating best practices, product updates, and new feature releases.

• Partner with the marketing team to promote webinars and ensure high attendance rates.

Customer Feedback and Continuous Improvement:

• Gather and analyze feedback from customers on training sessions and materials, and use this feedback to continuously improve the customer education experience.

• Monitor customer satisfaction and adoption rates post-training to measure the effectiveness of educational programs.

• Stay informed about industry trends and best practices in customer education to bring innovative ideas to the team.

Qualifications:

Experience:

• 3+ years of experience in a customer education, training, enablement, or similar role, preferably in a SaaS or technology-driven environment. Experience working in a startup environment is a plus.

• Proven track record of delivering engaging training sessions and creating high-quality educational content.

Skills:

• Exceptional presentation and communication skills, with the ability to convey complex information clearly and concisely.

• Strong content creation skills, including experience with video production, instructional design, and writing user guides or similar documentation.

• Proficiency in using e-learning platforms, webinar software, and other customer education tools.

Knowledge:

• Deep understanding of the Prokeep platform and best practices customers apply that will drive product adoption and customer success.

• Familiarity with data analysis and reporting tools to measure the impact of training programs.

Attributes:

• Passion for teaching and helping customers succeed.

• Ability to work independently and manage multiple projects simultaneously.

• Collaborative mindset with the ability to work effectively across teams.

Why Prokeep

At Prokeep, we offer a dynamic, passionate, and collaborative work environment where innovation thrives. Here’s what you can expect:

• Competitive Compensation: ($75K-$90K) Reflecting your expertise and impact.

• Equity Package: Your success is our success—share in the growth you’ll help create.

• Comprehensive Benefits: Health, dental, vision, life, short & long-term disability, 401(k), and employee assistance program (EAP).

• Flexible PTO: Recharge and refocus with the flexibility to manage your time with no preset limits

• Continuous Growth: Yearly education stipend to support your professional development.