Product Enablement Manager I

Tambourine is the global leader in hotel marketing technology, delivering integrated solutions that drive direct revenue and solve the industry’s toughest commercial challenges. With a product suite spanning sales, marketing, and revenue, the company is known for pairing best-in-class service with a design-led approach—solving complex problems with elegant, high-performing solutions.

Supporting professional growth, prioritizing wellness, and nurturing a healthy work-life balance is our formula for a unique company culture.

A few Tambourine perks include 100% company-paid medical insurance, generous paid time off and holidays, six work-from-home days per month, maternity/paternity leave—and more!

This position is based in our HQ office in Fort Lauderdale, FL.

The Product Enablement Manager I manages client onboarding, training, adoption, and ongoing product enablement for assigned SaaS products. This role ensures clients and internal teams have the knowledge, resources, and support needed to use products effectively and gain measurable value.

Working closely with Account Management, Product, Technology, Sales, and Support, this individual identifies adoption barriers, coordinates solutions, and establishes repeatable enablement processes.

This is an individual contributor role responsible for managing enablement activities and outcomes, without direct people management responsibilities.

Key Responsibilities

Client Onboarding & Training

• Manage onboarding from the sales handoff through account readiness, training completion, and transition to ongoing support.
• Coordinate user setup, access, content uploads, and configuration requirements with responsible teams.
• Establish onboarding milestones, track progress, and resolve or escalate barriers.
• Lead client training, live demonstrations, office hours, webinars, and follow-up sessions.
• Confirm clients can complete essential product workflows and know how to access support.

Product Adoption & Engagement

• Monitor activation, usage, and engagement to identify accounts needing additional support.
• Execute targeted training and outreach initiatives to improve adoption and re-engage inactive users.
• Partner with Account Management on account-specific adoption plans.
• Support new feature adoption through demonstrations, communications, and updated resources.
• Report adoption trends, barriers, and recommended actions to leadership and Product.

Product Support & Operations

• Respond to product questions, troubleshoot common issues, and coordinate escalation of technical problems.
• Document issues clearly, including reproduction steps, client impact, and supporting evidence.
• Track escalated issues and provide timely updates to clients and internal stakeholders.
• Coordinate copy, design, and development tasks required for onboarding and enablement, tracking dependencies and escalating delays.
• Maintain accurate client, training, support, and adoption records.
• Coordinate approved offboarding procedures, including Salesforce updates, access changes, and termination checklists.

Documentation & Internal Enablement

• Maintain accurate user guides, SOPs, FAQs, tutorials, and training materials.
• Organize resources in a centralized location accessible to relevant teams.
• Deliver internal training that prepares Sales, Account Management, and Support to explain product capabilities and requirements accurately.
• Develop presentation and demonstration materials for onboarding, training, and client meetings.
• Identify opportunities to simplify, standardize, or automate recurring enablement activities.

Product Feedback & Release Readiness

• Gather and synthesize client feedback, distinguishing training needs, usability issues, defects, and enhancement requests.
• Share recurring themes and their business impact with the Product Manager.
• Participate in user acceptance testing to validate client workflows and identify enablement needs.
• Prepare documentation, training, and internal communications for confirmed product releases.
• Use surveys and client conversations to assess training effectiveness and identify adoption barriers.

Cross-Functional Coordination

• Coordinate enablement priorities and dependencies across Account Management, Product, Technology, Sales, and Support.
• Lead enablement discussions during relevant client and internal meetings.
• Maintain clear action owners, deadlines, and follow-through for enablement commitments.
• Escalate resource constraints, delivery risks, and unresolved issues with recommended next steps.

Qualifications

• Experience in SaaS onboarding, implementation, client training, product support, or a related field.
• Strong communication, presentation, facilitation, and organizational skills.
• Ability to explain software workflows clearly to nontechnical audiences.
• Ability to interpret usage data and translate findings into practical actions.
• Experience coordinating work across client-facing and technical teams.
• Hospitality sales and catering knowledge preferred.

Tambourine participates in E-Verify

Equal Opportunity Employer: Tambourine does not discriminate, and prohibits discrimination and harassment against any employee or job applicant based on race, color, religion, gender, gender expression, sex, sexual orientation, age, marital status, national origin, disability, genetic information, pregnancy, military status, or any other protected characteristic as outlined by federal, state, or local laws, in the process of hiring, retention, or the promotion of the employee.This job post is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as needed.