Salesforce Enablement and Quality Assurance Specialist

Salesforce Enablement and Quality Assurance Specialist

This position serves as the lead for enablement and quality assurance, owning the end-to-end training strategy, program execution, and release readiness activities that drive adoption across multiple systems, including Salesforce CRM, Salesforce Commerce Cloud, and Eventbrite. The Enablement and Quality Assurance Specialist partners with Solution Development, Product, and business stakeholders to translate requirements into role-based learning, clear documentation, and validated solutions that are ready for users. The role is responsible for developing and governing a sustainable knowledge base and documentation standards, ensuring content remains accurate, current, and easy to navigate. Through functional QA testing, UAT coordination, and feedback loops based on training outcomes and defects, this role improves user experience, reduces support burden, and supports consistent, high-quality system delivery.

What you'll do

• Lead functional training for new and enhanced capabilities across multiple systems, including Salesforce CRM, Salesforce Commerce Cloud, and Eventbrite, supporting both onboarding and ongoing user learning.
• Own the multi-system training curriculum, delivery plan, and release enablement approach; coordinate schedules and communications with stakeholders across CRM, eCommerce, and event management functions.
• Develop, maintain, and govern system-specific and role-based training materials (Salesforce CRM, Salesforce Commerce Cloud, and Eventbrite) such as user guides, job aids, onboarding content, and reference documentation, ensuring consistency and version control.
• Conduct and/or oversee live, virtual, and recorded training sessions and system walkthroughs; coach subject matter experts and contributors supporting training delivery across Salesforce CRM, Salesforce Commerce Cloud, and Eventbrite.
• Document end-to-end business processes, workflows, and system functionality in alignment with solution changes.
• Translate technical functionality into clear, user-focused documentation and training materials; establish and enforce documentation standards.
• Lead functional quality assurance (QA) testing for solutions delivered by the Solution Development team, including test planning, execution, and evidence capture.
• Define and maintain QA processes, templates, and standards (e.g., test cases, regression coverage, definition of done readiness inputs) to improve consistency and quality outcomes.
• Validate system functionality against business requirements, use cases, and acceptance criteria; provide clear go/no-go recommendations based on findings.
• Identify, document, triage, and track defects; collaborate with development teams to support timely resolution and verify fixes.
• Lead or coordinate User Acceptance Testing (UAT) and release readiness activities, including stakeholder preparation and validation of acceptance criteria.
• Partner with Solution Development, Product, and business stakeholders to provide feedback and recommendations based on training outcomes and QA findings; drive continuous improvement actions.
• Measure training effectiveness and adoption signals (e.g., attendance/completion, feedback, common issues) and adjust enablement plans accordingly.
• Ensure training materials and documentation remain current following system enhancements and releases.
• Other duties as assigned.

What you'll need

• Demonstrated experience in enablement, user training, onboarding, or a related role supporting business or technical solutions.
• Proven experience owning and delivering onboarding programs and functional training for new employees.
• Strong experience creating and maintaining training materials, user documentation, and process documentation.
• Experience validating system functionality through functional testing, UAT support, or quality assurance activities.
• Ability to translate complex system functionality into clear, user-focused training and documentation.
• Strong written, verbal, and facilitation skills with the ability to engage diverse user audiences.
• Demonstrated ability to maintain confidentiality and handle sensitive information with discretion
• Customer-focused mindset with skill to observe, understand, and respond strategically to user needs
• Collaborative, adaptable, and comfortable operating in evolving environments and supporting change adoption
• Proficiency with common productivity and collaboration tools; ability to learn and leverage platform-specific tools (e.g., Salesforce CRM, Salesforce Commerce Cloud, Eventbrite, ticketing/defect tracking, knowledge base)