Working arrangement: Hybrid, with limited travel
Purpose of the Role
The Customer Enablement & Support Specialist enables clients and users to adopt and use the company’s digital sustainability tools, processes and supporting resources confidently, correctly and increasingly independently.
The role coordinates and delivers onboarding, training, workshops, webinars, digital-tool configuration and ongoing user support. It translates technical, digital and sustainability requirements into clear, practical guidance that clients can understand and apply.
The successful candidate must understand the practical context of carbon reporting, water, biodiversity and ESG-related data collection and be able to communicate these requirements effectively to users with different levels of technical knowledge.
This is a specialist client enablement, implementation and support role rather than a general administrative or call-centre position.
Main Responsibilities
• Coordinate and deliver client and user onboarding.
• Plan and deliver online and in-person training, workshops, webinars and demonstrations.
• Explain digital-tool workflows, sustainability requirements and data-collection processes clearly.
• Configure client organisations, business units, sites, users, permissions and workflows.
• Test configurations and complete appropriate quality checks before client release.
• Provide ongoing user guidance and resolve standard access, navigation and process issues.
• Escalate technical, methodological and data-quality issues appropriately.
• Track onboarding, training and active-use progress across clients and sites.
• Identify inactive users, incomplete onboarding and recurring adoption barriers.
• Develop and maintain user guides, FAQs, training materials and knowledge resources.
• Record client interactions, attendance, support requests, actions and outcomes accurately.
• Identify recurring issues and recommend improvements to tools, processes and resources.
• Work closely with Account Managers, technical specialists, product teams and reporting teams.
Required Experience
Candidates must have:
• At least two years of directly relevant experience in customer enablement, onboarding, implementation, training or digital customer support.
• At least two years of direct, hands-on experience in one or more of:
carbon accounting or carbon reporting; water measurement, stewardship or reporting; biodiversity assessment or sustainability programmes; or ESG data collection, reporting or implementation.
• Practical experience across more than one of these sustainability areas is strongly preferred.
• Experience in food, agriculture or fibre supply chains.
• Experience supporting clients or users with digital platforms or data-collection tools.
• Experience delivering training, workshops, webinars or user demonstrations.
• Experience explaining technical or sustainability requirements to non-specialist audiences.
• Experience resolving user issues and escalating technical matters appropriately.
• Experience developing practical user guidance or training resources.
Experience in a SaaS, consulting or professional-services environment will be strongly advantageous.
Required Skills and Attributes
The successful candidate should demonstrate:
• Strong facilitation, presentation and training ability.
• Excellent verbal and written communication.
• The ability to make complex or technical information understandable.
• Strong digital literacy and confidence learning new platforms.
• Practical troubleshooting and problem-solving skills.
• Strong organisation and attention to detail.
• Patience, empathy and professionalism when supporting users.
• Sound judgement regarding role boundaries and escalation.
• The ability to build user confidence without creating dependency.
• The ability to manage multiple clients, sessions and priorities.
• A proactive, curious and continuous-improvement mindset.
• The ability to work independently while collaborating effectively within a matrix team.
Language Requirements
• Strong written and spoken English is required.
• Conversational Afrikaans is required.
• Spanish is an advantage.
Email CV: cvs@agricruitment.co.za