Senior Client Experience Specialist

AgencyBloc is a leading provider of agency management solutions built specifically for life and health insurance agencies. Our platform helps agencies streamline operations, strengthen client relationships, and drive growth through powerful CRM, commission processing, and marketing automation tools. We value innovation, collaboration, and making a meaningful impact in the industries we serve and we take pride in fostering a culture that genuinely cares about our customers, our work, and each other.

Summary:

The Senior Client Experience Specialist is responsible for driving operational readiness, client education, and enablement initiatives across AgencyBloc solutions. This role partners closely with Product and Client-facing teams to ensure new features, processes, and strategic initiatives are supported with clear communication, effective training, and scalable adoption strategies.

This role is ideal for a systems-oriented operator who enjoys both strategic thinking and hands-on execution. The ideal candidate naturally identifies operational gaps, improves processes, creates alignment across teams, and helps drive initiatives forward. Success in this role requires strong communication, cross-functional collaboration, and a proactive approach to improving both the internal team experience and overall client experience.

Responsibilities:

• Coordinate and support operational readiness efforts for product releases, client education initiatives, and strategic cross-functional projects.
• Partner cross-functionally with Product, Client Success, Support, Marketing, and other internal teams to ensure alignment on communication, training, and client enablement efforts.
• Lead internal and client-facing enablement activities, including live trainings, webinars, release walkthroughs, onboarding sessions, and supporting educational materials.
• Own and evolve release communication and enablement processes, helping translate complex product updates into clear, actionable messaging for both internal teams and clients.
• Coordinate beta and early access initiatives, including participant communication, feedback collection, and operational follow-through.
• Identify operational gaps, friction points, and process improvement opportunities related to release readiness, adoption, and client experience workflows.
• Maintain and improve client-facing educational resources, including Knowledge Base content, Academy materials, in-app guidance, and contextual help systems.
• Support the execution of in-app messaging and digital enablement initiatives using platforms such as Pendo and ChurnZero to drive product awareness and adoption.
• Analyze training effectiveness, client feedback, and adoption trends to recommend improvements to enablement strategies and operational processes.
• Build scalable and repeatable processes that improve alignment, consistency, and execution across teams.
• Leverage AI tools and automation platforms to improve workflows, content development, and operational efficiency.
• Support strategic initiatives, team planning efforts, and cross-departmental operational priorities.
• Perform additional duties as assigned by the manager.

Skills/Education/Experience: 

• 4+ years of experience in SaaS enablement, client success, operations, training, or a related function.
• Strong systems thinking, organizational skills, and ability to drive cross-functional initiatives forward.
• Proven ability to communicate clearly, create alignment, and drive accountability without direct authority.
• Hands-on, proactive mindset with comfort operating in fast-paced environments with evolving priorities.
• Experience facilitating trainings, creating enablement content, or supporting product adoption initiatives preferred.
• Familiarity with platforms such as Zendesk, Pendo, ChurnZero, Guru, or similar tools preferred.
• Familiarity with the health and life insurance industry or insurance agency workflows preferred.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.