Client Enablement Specialist

Company Description

911Cellular Technologies leads the safety communications industry with cutting-edge, NIST-tested panic button and emergency notification systems. We are committed to saving lives and providing accessible, reliable safety technology to hospitals, educational institutions, businesses, and municipalities across the United States. Our innovative solutions enhance organizational efficiency by offering seamless communication tools across various platforms. We empower organizations and their communities by delivering peace of mind for both leaders and end users.

Position Summary

The Client Enablement Specialist plays a key role in advancing 911Cellular’s mission to protect people and enable faster communication during critical moments. You will support clients by combining problem-solving skills, data-informed insights, and proactive relationship management to drive adoption, retention, and expansion. Success in this role requires hands-on learning and technical adaptability, applying knowledge across hardware, software, and internal systems to solve problems, maintain thorough documentation, exercise sound judgment, and build trusted relationships across a high-volume, diverse client base using the 911Cellular Technologies platform.

Relationship & Account Management

• Develop and maintain a deep understanding of each customer’s environment, safety goals, operational constraints, and success criteria.
• Serve as a primary point of contact for high volume accounts, ensuring timely, accurate, and professional responses to customer inquiries.
• Schedule and conduct account reviews to address adoption, opportunities, and future needs.
• Maintain accurate, timely documentation of all interactions and outcomes within HubSpot.
• Contribute analysis and observations that support account strategy, risk identification, and escalation decisions within the Customer Success team.

Product Knowledge & Adoption Enablement

• Maintain a strong working mastery of the full 911Cellular ecosystem, including hardware, software features, integrations, configuration options, reporting capabilities, and best-practice use cases across safety-critical environments.
• Stay current on platform updates, releases, and enhancements, and proactively educate customers on changes that impact their workflows, outcomes, or safety operations.
• Guide customers in expanding or optimizing their product usage as their needs evolve, helping them understand when additional features or services may improve outcomes.
• Demonstrate sound judgment in determining when to self-solve versus when to escalate, ensuring issues are addressed credibly (safely) and efficiently while maintaining a high standard of customer experience.

Growth & Retention

• Use data and hands-on engagement to assess customer health and expansion readiness. 
• Identify opportunities to up-sell/cross-sell services and products to meet company growth objectives.
• Identify early indicators of customer risk and escalate with clear context and recommended actions. 
• Nurture healthy accounts and identify behaviors leading to their success. 

• Experience: 3-5 years of experience in Customer Success, Account Management, or a high-volume customer-facing role (SaaS experience preferred). Experience supporting a high volume of customers across multiple verticals, such as public-sector, healthcare, or other safety-focused or government-funded organizations.
• Technical Proficiency: Hands-on experience with HubSpot (or similar CRM) and Google Suite.
• Professionalism: Consistent attendance, punctuality, and a professional appearance for client-facing interactions.

Bachelor’s degree or equivalent practical experience preferred.