Customer Onboarding Specialist

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

📋 Description

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

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

• Facilitate Zoom-based training sessions for both basic and advanced software functionalities.

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

• Address client inquiries and concerns while offering product recommendations.

• Design and develop self-guided onboarding tracks tailored to different customer segments and use cases.

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

• Establish learning pathways for onboarding, advanced product utilization, and new feature releases.

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

• Implement and oversee a Learning Management System (LMS) to facilitate structured, trackable training delivery.

• Create guided product walkthroughs.

• Utilize AI to refresh training materials, generate summaries, how-to videos, FAQs, and reusable prompt templates.

• Leverage AI for personalized onboarding, to identify customers who may be lagging, and to develop adaptive learning paths.

• Collaborate with the Support team to analyze ticket data and prioritize the creation of training content.

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

• Work together with Customer Success, Support, Product, and Training teams to minimize onboarding challenges.

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

• Measure onboarding completion rates, time-to-first-value, training engagement, and reduction in live training hours.

• Implement engagement and retention strategies, including tutorials, webinars, and user guides.

• Continuously improve learning programs utilizing data, feedback, and product updates.

⛳️ Requirements

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

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

• Proven experience in creating or delivering structured learning programs, training plans, or onboarding processes.

• Excellent verbal and written communication skills, capable of simplifying complex product functionalities into accessible learning experiences.

• Ability to prioritize tasks, manage multiple responsibilities, and work independently with minimal supervision in a fast-paced setting.

• Strong work ethic with the capability to meet deadlines while handling multiple client relationships.

• A patient, client-focused approach with a sincere dedication to resolving issues and promoting client success.

• Familiarity with Digital Adoption Platforms such as Userpilot, WalkMe, Pendo, Appcues, or similar is preferred.

• Experience in implementing or managing a Learning Management System (LMS) is preferred.

• Knowledge of AI tools for content creation, knowledge management, or training personalization is preferred.

• Understanding of Salesforce for tracking training progress and client data is preferred.

• Video editing skills for producing training and tutorial content are preferred.

• Previous experience in the SaaS industry; familiarity with the sports, fitness, or recreation sectors is a strong advantage.

• Experience collaborating with SaaS customer success or training teams.

• Strong systems thinking and process design skills.

• Instructional design sensibility.

• Willingness to experiment with new tools and technologies.

• Data-driven mindset.

• Ability to manage multiple client implementations concurrently.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development and growth.

• Collaborative and dynamic work environment.

• Flexible work arrangements.