Enablement Consultant

Our client is one of Australia and New Zealand's leading business software companies, providing ERP, payroll, and workforce management solutions to mid-market businesses. Their product is a highly configurable cloud ERP platform covering financials, inventory, workforce management, and payroll, used by hundreds of businesses across Australia and New Zealand

The Opportunity

You will report directly to the General Manager of Customer Success and Experience and work across both the ERP and payroll L2 support teams. You are not delivering the initial onboarding the the organization's existing team will lead that while you observe, learn the product, and get oriented. Your work is everything that comes after building the ongoing upskilling programs, the in-workflow tools, the coaching infrastructure, and the measurement frameworks that keep a newly built technical support team performing as the product evolves.

What You Will Be Building

• Ongoing capability uplift programs tied to organization Acumatica product releases at least two major releases per year, each introducing new features and support scenarios.
• Job aids, talk guides, troubleshooting scripts, and coaching tools that engineers use in the flow of their work not just during an onboarding week.
• Capability frameworks and learning pathways that define what good looks like by role, level, and tenure.
• Coaching infrastructure for team leaders briefing packs, calibration frameworks, and coaching rhythms that allow leaders to build capability in their own teams continuously.
• eLearning content using Articulate 360 (Storyline and Rise) and LearnAI with AI embedded in your design workflow.
• Measurement frameworks that track speed to competency, skill embedding, and behaviour change not satisfaction scores.

About You

• You have worked in an enablement, L&D, or customer success role in a B2B software, SaaS, or structured BPO environment. You know the difference between training someone and changing how they work and you care about the latter.
• 2+ years in enablement, L&D, or customer success in B2B software, SaaS, or a comparable structured environment.
• Solid Articulate 360 experience Storyline, Rise, or both. This is a confirmed tool in our client's environment.
• Comfortable using AI in your content design workflow LearnAI or comparable tools. AI should already be part of how you work.
• Performance support design experience you have built job aids, playbooks, talk guides, or coaching tools that people actually use on the job, not just courses.
• You have measured the impact of your work through performance outcomes speed to competency, quality scores, behaviour change and can speak to it with specific examples.
• Strong facilitation skills for virtual and face-to-face settings, including senior stakeholder workshops.
• Change management awareness you understand what it takes to embed new ways of working into a team, not just deliver training and move on.

What Stands Out

• Experience enabling technical support or customer success teams in a B2B software or SaaS environment.
• Familiarity with ERP or accounting workflows the product this team supports are organization's Acumatica, and domain awareness accelerates content credibility.
• Experience with support quality frameworks, calibration, QA scorecards, and CSAT metrics.