Enablement Specialist

Description

About Us

Craftable creates best-in-class technology for world-renowned bars and restaurants. Founded in 2015 in Silicon Valley by tech experts and hospitality industry veterans, we've since brought that innovation to Texas with a warm southern twist. Our goal is to collaborate with restaurateurs, operators, and accountants to reduce labor costs, increase efficiency, and drive profit. Our platform is built to accommodate operators from independent restaurateurs to regional and national chains.

Role Overview

Craftable is seeking a driven, creative, and customer-focused Enablement Specialist to serve as the primary training resource for our customers — both during implementation and throughout their long-term journey with Craftable.

In this role, you will deliver structured onboarding training as new customers go through implementation, and provide ongoing, refresh, and role-specific training for existing customers. This includes new contacts joining a company already using Craftable, teams needing a refresher, or customers expanding into new modules and workflows.

You will collaborate closely with Implementation, Professional Services, and Customer Success to ensure every customer — new or tenured — receives a consistent, high-quality learning experience that drives confident platform adoption.

This is a role for someone who loves teaching, knows how to simplify complex topics, and thrives in a fast-paced SaaS environment serving hospitality teams.

Key Responsibilities

New Customer Onboarding Training

• Partner with Implementation Managers to integrate training into the customer onboarding journey at the right milestones.
• Lead live training sessions (1:1, group, and webinar formats) across all Craftable modules — Purchasing, Inventory, Recipes, Accounting/GL, EDI/OCR, POS integrations, Labor, and more.
• Adapt training delivery across customer segments (SMB, Mid-Market, Enterprise) based on roles, workflows, and complexity.
• Assist with pre-kickoff preparation, customer readiness assessments, and reinforcing onboarding best practices.
• Monitor customer progress throughout implementation and proactively schedule follow-up sessions when training gaps are identified.

Ongoing & Refresh Training

• Deliver targeted training for new contacts joining companies already using Craftable, ensuring a smooth ramp to platform confidence.
• Provide refresh training for existing users who need a refresher on core workflows, updated features, or expanded module usage.
• Schedule and conduct additional training sessions for customers identified by Customer Success as needing extra support.
• Tailor training content to the customer's current configuration and usage patterns rather than starting from scratch.
• Reinforce learning through follow-up resources, session recordings, and self-service content.

Training Content Creation

• Help create and maintain customer-facing training resources including guides, videos, exercises, job aids, and onboarding checklists.
• Help with the ongoing development of role-specific training paths tailored to operators, managers, accountants, finance teams, and FOH/BOH leaders.
• Translate complex product functionality into simple, intuitive learning materials suitable for diverse learner audiences.
• Help keep all training materials current with every product release, feature update, or workflow change.

Product Expertise & Internal Collaboration

• Become a subject matter expert across all Craftable modules and common hospitality workflows.
• Act as a voice of the customer by surfacing recurring training questions, knowledge gaps, and workflow confusion to Product and Engineering.
• Help customers troubleshoot basic workflow issues during training and escalate appropriately when technical support is needed.
• Collaborate cross-functionally with Implementation, Support, Product, and Customer Success to continuously evolve the training experience.

Qualifications

• 3+ years of experience in training, customer education, implementation, or enablement — preferably in SaaS or hospitality technology.
• Strong presentation, communication, and instructional skills with the ability to engage diverse learner audiences.
• Experience delivering remote or virtual training to customers or adult learners.
• Familiarity with restaurants, hotels, or hospitality operations strongly preferred.
• Ability to simplify complex workflows and make learning engaging and approachable.
• Experience creating training materials, documentation, and customer-facing content.
• Strong organizational and time-management skills; able to manage multiple training tracks simultaneously.
• Comfortable working cross-functionally with Implementation, Support, Product, and Customer Success teams.
• Bachelor's degree or equivalent experience in Education, Hospitality, Business, Instructional Design, or a related field.