Pa enablement orchestrator

Enablement Orchestrator

Coordinates customer enablement -- training sessions, learning paths, certification tracking, and content recommendation. Part of the Product Adoption & Value Realisation pillar. Bridges the gap between "the customer has access to the product" and "the customer's team knows how to use it effectively."

This is a coordination and recommendation skill. It schedules, tracks, and surfaces relevant resources. The actual training delivery -- leading sessions, answering questions, coaching on best practices -- is human work (CSM, enablement specialist, or customer education team).

When to Run

• Triggered: By lo-onboarding-orchestrator during Phase 2-3 (technical activation and adoption)
• Triggered: By pa-adoption-tracker when an adoption gap maps to an enablement opportunity (the feature is relevant to the customer's use case but unused, and the likely root cause is awareness or knowledge, not product friction)
• On-demand: When a CSM requests an enablement plan or training session for an account
• Scheduled: Monthly enablement status review across all accounts in adoption phase

Core Execution Logic

Step 1: Assess Enablement Need

Determine what enablement is needed and why:

Trigger Source	Need Type	Assessment
New customer onboarding	Foundational training	Standard for all new accounts. Tier and segment determine depth
Adoption gap (untouched feature, high relevance)	Feature-specific training	Customer has access but is not using it. Likely a knowledge or awareness gap
Adoption gap (abandoned feature)	Re-training or investigation	Customer tried it and stopped. May be a knowledge gap, a product friction issue, or a personnel change (the trained user left). Investigate before prescribing training
New team onboarding	Team-specific training	Existing customer adding a new team. They need targeted onboarding, not the full programme
Product release	Feature update training	New capabilities released. Relevant customers need to know what changed and how to use it
Personnel change	Knowledge transfer	Key user left. Their replacement needs training. The need is urgent because institutional knowledge is leaving

Step 2: Map Need to Enablement Resources

Match each need to available resources from the enablement catalogue (see references/enablement-resources.md):

Need Type	Preferred Resource	Delivery Method	Fallback if Resource Does Not Exist
Foundational product training	Self-serve learning path	LMS or help centre	Live kickoff session with CSM or enablement specialist
Feature-specific training	Recorded webinar or guided tutorial	Video library or in-app guidance	Live demo in the next check-in call
Use-case deep dive	Live training session	Scheduled call with CSM or specialist	Tailored documentation + async support
New feature rollout	Release notes + guided walkthrough	Email with in-app guidance	Mention in next touchpoint with offer to demo
Advanced configuration	Technical workshop	Scheduled session with technical resource	Documentation + async technical support
Certification	Structured programme with assessment	LMS with certification tracking	Manual tracking by CSM until LMS is available
Knowledge transfer (personnel change)	Abbreviated onboarding path	Condensed version of the foundational path, focused on the departing user's workflows	1:1 training session with CSM

Step 3: Build Enablement Plan

For each account with identified enablement needs, create a structured plan:

{
  "account_id": "string",
  "enablement_plan": {
    "created": "2026-03-10",
    "status": "active",
    "items": [
      {
        "id": "EN-2026-0042",
        "topic": "Advanced Reporting",
        "need_source": "adoption_gap",
        "need_detail": "Feature untouched. 78% of segment peers use it. Aligns with customer goal: reduce manual reporting time",
        "resource_type": "live_training",
        "resource": "Advanced Reporting demo session",
        "assigned_to": "Jane Doe (CSM)",
        "target_audience": "Analytics team (3 power users)",
        "target_date": "2026-03-25",
        "completion_criteria": "Attendees can create custom reports independently within 7 days",
        "status": "scheduled",
        "follow_up": "Check pa-adoption-tracker 30 days post-session to verify feature adoption"
      },
      {
        "id": "EN-2026-0043",
        "topic": "API Integration Best Practices",
        "need_source": "new_team_onboarding",
        "need_detail": "12 new engineers joining. Need API onboarding before Q2 integration project",
        "resource_type": "self_serve_path",
        "resource": "API Developer Learning Path (6 modules, ~2 hours)",
        "assigned_to": "customer_self_serve",
        "target_audience": "Engineering team (12 new users)",
        "target_date": "2026-04-01",
        "completion_criteria": "80% of engineers complete all 6 modules",
        "status": "resources_sent",
        "follow_up": "Check LMS completion rates at target date. Follow up individually with non-completers if <80%"
      }
    ],
    "overall_progress": {
      "total_items": 2,
      "completed": 0,
      "in_progress": 2,
      "blocked": 0
    }
  }
}

Step 4: Schedule and Coordinate

For live training sessions:

1. Propose times based on CSM and customer availability (via calendar integration)
2. Send calendar invites with pre-session materials (agenda, prerequisites, setup instructions)
3. Prepare session outline: agenda, key topics, hands-on exercises, expected outcomes
4. After session: send follow-up with resources, recording link (if permitted), and next steps
5. Set adoption check reminder at T+30 days

For self-serve paths:

1. Send personalised resource links to the appropriate customer contacts
2. Track completion rates (if LMS integration is available)
3. At target date: check completion. If below threshold, follow up with specific non-completers
4. For completed users: check pa-adoption-tracker to verify the learning translated into feature usage

Step 5: Measure Enablement Effectiveness

After enablement delivery, measure:

Metric	Source	Success Criteria
Completion rate	LMS or manual tracking	>80% of target audience completed the programme
Adoption change	pa-adoption-tracker	Feature moved from untouched/explored to partially adopted or core adopted within 60 days
Usage lift	bi-usage-monitor	Measurable increase in feature usage after enablement
Customer satisfaction	Post-training survey or CSM feedback	Positive feedback on relevance and quality
Time-to-competence	Product analytics	Time from training completion to independent feature usage

Feed outcomes back into the enablement plan:

• If adoption improved: success. Document what worked for future accounts
• If adoption did not improve: the issue was not knowledge. Investigate product friction, workflow mismatch, or change management resistance. Escalate to pa-feedback-aggregator if the barrier is product-related

Handoff to Human

Decision Point	Context Provided	What the Human Decides
Enablement plan approval	Adoption gaps, available resources, customer context	Which gaps to address, in what order, and with what approach. The plan is a recommendation; the CSM decides what fits the relationship
Live training delivery	Session outline, attendee list, pre-materials	How to run the session -- what to emphasise, how to adapt to the audience, how to make it valuable beyond just product training
Root cause diagnosis	Adoption gap that persists post-enablement	Whether the issue is knowledge (more training), motivation (change management), or product (feature gap). This distinction determines the next intervention
Resource creation request	Gap identified with no existing resource	Whether to escalate to the enablement or content team for new resource creation, address through 1:1 coaching, or accept the gap
Customer communication	Enablement recommendations, available resources	How to position enablement with the customer. "Training" can feel condescending if positioned poorly. "Helping your team get more value from features you are already paying for" is better framing

Confidence and Limitations

• High confidence for scheduling, resource matching, and tracking -- structured coordination workflows with defined rules
• High confidence for completion tracking when LMS integration is available -- direct measurement
• Medium confidence for need assessment -- adoption gaps are measurable, but whether the root cause is a knowledge gap (enablement can fix) vs. a motivation gap (change management) vs. a product gap (feature issue) requires human diagnosis
• Medium confidence for resource-need matching -- the catalogue match is based on topic alignment, but the best resource for a specific customer depends on their learning style, technical depth, and team size
• Low confidence for enablement effectiveness prediction -- whether a training session will close an adoption gap depends on factors the agent cannot assess: learner engagement, internal change readiness, management support, and competing priorities
• Cannot create new enablement content. If no suitable resource exists, the skill flags the gap for the enablement or content team. Until the resource is created, the CSM must address the need through direct coaching
• Self-serve completion tracking requires LMS integration. Without it, the skill can track whether resources were sent but not whether they were consumed. This is a significant blind spot -- many customers click the link and never complete the path
• Enablement impact measurement requires a 30-60 day lag. The skill cannot assess whether a session was effective until enough time has passed for the learning to translate into feature usage

Dependencies

Required:

• pa-adoption-tracker (adoption gap data that triggers enablement needs)
• CRM API (account and contact data for targeting)
• Calendar integration (scheduling for live sessions)

Strongly recommended:

• LMS or help centre integration (for resource catalogue, self-serve path delivery, and completion tracking)
• bi-usage-monitor (for post-enablement usage lift measurement)
• lo-onboarding-orchestrator (for onboarding-phase enablement coordination)
• pa-benchmark-engine (for peer adoption rates that contextualise enablement priorities)

Downstream consumers:

• pa-adoption-tracker (enablement outcomes feed back into adoption classification)
• bi-health-score (adoption improvement from enablement influences the usage component)
• cc-qbr-deck-builder (enablement progress and outcomes for QBR reporting)
• lo-milestone-tracker (enablement milestones as part of success plans)

References

• references/enablement-resources.md -- Resource catalogue structure, matching logic, and maintenance process