Customer Onboarding Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a software specialist for EZFacility products and assist new clients during the implementation process.

• Evaluate client objectives and business requirements to create tailored training programs.

• Facilitate Zoom-based training sessions for both fundamental and advanced software usage.

• Work in conjunction with Sales and Account Management to ensure timely onboarding.

• Address client inquiries and concerns while suggesting products that align with their business goals.

• Create and execute self-guided onboarding paths tailored to various customer segments and use cases.

• Produce training videos, tutorials, self-guided courses, and articles for the knowledge base.

• Develop learning trajectories for onboarding, advanced product utilization, and feature rollouts.

• Manage and enhance Userpilot for in-app guidance, product tours, and contextual support.

• Implement and oversee a Learning Management System (LMS) for organized, trackable training.

• Leverage AI to refresh materials, generate summaries, clips, FAQs, prompts, and personalized learning paths.

• Evaluate onboarding progress and engagement metrics to initiate targeted content or outreach strategies.

• Collaborate with Support to assess ticket data and prioritize training materials accordingly.

• Review and enhance knowledge base content and contextual in-app guidance.

• Work alongside Customer Success, Support, Product, and the Training Team Lead.

• Utilize Salesforce to monitor training progress, document feedback, and streamline projects.

• Track onboarding completion rates, time-to-first-value, engagement levels, and reduction of live training hours.

• Implement engagement and retention strategies such as tutorials, webinars, and user manuals.

• Continuously enhance learning programs based on data, feedback, and product modifications.

⛳️ Requirements

• A minimum of 2 years of experience in software training, customer onboarding, customer success, or a related area.

• Prior experience in software training, customer service/support, and basic technical skills.

• Proven track record in creating or delivering structured learning initiatives, training plans, or onboarding processes.

• Excellent verbal and written communication skills, able to simplify complex product functionalities into accessible learning experiences.

• Capability to prioritize tasks, manage multiple responsibilities, and work independently with minimal supervision in a dynamic environment.

• Strong work ethic with the ability to meet deadlines while handling various client relationships.

• Patient, client-centric approach focused on resolving issues and enhancing client success.

• Preferred: experience with Digital Adoption Platforms like Userpilot, WalkMe, Pendo, Appcues, or similar tools.

• Preferred: experience in implementing or managing a Learning Management System (LMS).

• Preferred: familiarity with AI tools for content generation, knowledge management, or personalized training.

• Preferred: knowledge of Salesforce for tracking training progress and client data.

• Preferred: experience in video editing.

• Preferred: previous experience in the SaaS industry; familiarity with sports, fitness, or recreation sectors is an advantage.

• Preferred: experience collaborating with SaaS customer success or training teams.

• Strong systems thinking and process design skills.

• Instructional design aptitude.

• Willingness to experiment with new tools and technologies.

• Data-driven approach to decision-making.

• Ability to manage multiple client implementations concurrently.

🏝️ Benefits

• Full-time regular employment.

• 40 scheduled hours per week.