Product Enablement Specialist (d/f/m)

Product Enablement Specialist (d/f/m) Location🇩🇪 Munich (hybrid)Employment TypeFull timeLocation TypeHybridDepartmentProductCompensationGermany | Level 1Base Salary €46,200 – €49,200 • €9,240 – €9,840 EquityGermany | Level 2Base Salary €53,400 – €57,600 • €16,020 – €17,280 EquityTier GuideWe want to offer compensation that aligns with industry standards. To maintain a transparent and fair approach to compensation, the salary ranges for all positions are determined based on market benchmarks and a comprehensive leveling framework.Please, note that the salary ranges for this job might differ in other countries within our +/- 2h time zone remote work area!🤝 What we promise beyond salary 🧠 We greatly value psychological safety and honest feedback. We always expect you to speak up and share your ideas about what we can improve within the company, and take these views to heart.💬 We do routine 1:1's with your supervisor, retrospectives, and insight hours to make sure we are constantly getting better at what we do, all while fostering employee mental health and wellbeing.💡 Professional development is something strongly encouraged by Luminovo, so there are no fixed budgets when it comes to things that will further your professional growth (education, trainings etc.). Make a case for it, and we usually say yes!🤸 We offer a flexible working environment (fully-remote, hybrid, and on-site in Munich), and appreciate everyone managing their working hours to achieve their ideal work-life integration.👶 When it comes to our take on parent support, Luminovo happily contributes to the childcare costs of Luminerds.💸 We're excited to revolutionize the electronics industry – and we want you to be too. That's why all full-time Luminerds receive attractive virtual stock option packages. 🚀 Your roleAre you passionate about helping customers and teams get the most out of a powerful B2B platform? Do you enjoy turning complex product changes into clear, helpful content, and solving technical questions along the way?Then it’s an exciting time to join Luminovo. We’re scaling our product enablement function, both internally for our customer-facing teams and externally for our customers. As a Product Enablement Specialist, you’ll own and scale how product knowledge flows across Luminovo and out to our customers: from our Help Center and FinAI chatbot in Intercom, to the monthly product newsletter, to hands-on training in LumiAcademy. 🎯 Performance objectivesTo be successful in this role, you must excel in the following performance objectives:Customer support & experienceOwn Intercom as DRI. Run our customer support in Intercom as the primary platform for an excellent customer experience, keeping first response time and time-to-close low.Grow self-service. Continuously improve our FinAI chatbot and Help Center so customers can resolve questions on their own, and manage outbound messages (banners, pop-ups, product tours, newsfeed).Reporting & insightsTrack the right KPIs. Run weekly analysis on outcome-driven metrics (first response time, time to close, chatbot resolution rate, conversation volume, CSAT) and surface insights for better decisions.Collaboration & glueworkBe the enablement hub. Serve as the binding force across Sales, CS, Marketing and Product, streamlining updates and driving feature adoption.Partner with Product & Engineering. Maintain a reliable flow of product information and align early on upcoming releases and the actions they require.Jump on customer calls when needed. Be comfortable joining video calls with customers when the situation calls for it.🤓 Whom you’ll be working withThe Product Enablement team (Fabian, Tine, and Ibrahim), who own Intercom, the Help Center, LumiAcademy and our product communication.Our Product Managers and Engineers, to stay ahead of releases and translate them into clear enablementSales, Customer Success and Solution Engineers, whom you’ll enable with training and materialsMarketing & RevOps, to...