Customer Onboarding, Learning Systems Specialist

Remote role Full-time Open position

Job Description:

Deliver Client Training & Onboarding
Serve as a software expert across all EZFacility products, guiding new clients through the critical first months of implementation.
Assess each client's goals and business needs; develop customized training plans that ensure they are set up for success.
Conduct live (Zoom-based) training sessions for both basic and advanced software usage, adapting your approach to each client's technical comfort level.
Collaborate with Sales and Account Management to ensure onboarding is completed on schedule and aligned with client timelines.
Demonstrate patience and professionalism when working with clients to resolve outstanding questions or issues.
Build a Scalable Self-Guided Onboarding Program
Design and implement structured self-guided onboarding tracks tailored to different customer segments and use cases.
Develop a scalable library of learning resources including short training videos, step-by-step tutorials, self-guided courses, and knowledge base articles.
Create learning paths for new customer onboarding, advanced product usage, and new feature releases.
Implement Digital Adoption & Learning Tools
Own and optimize our digital adoption platform (Userpilot) to deliver in-app guidance, product tours, and contextual help experiences.
Measure & Continuously Improve
Track key metrics including onboarding completion rates, time-to-first-value, training engagement, and reduction in live training hours.

Requirements:

2+ years of experience in software training, customer onboarding, customer success, or a related field.
Previous software training, customer service/support, and basic technical experience.
Experience creating or delivering structured learning programs, training plans, or onboarding flows.
Strong verbal and written communication skills with the ability to translate complex product functionality into simple, approachable learning experiences.
Ability to prioritize, multi-task, and work independently with minimal supervision in a fast-paced environment.
Strong work ethic and the ability to meet deadlines while managing multiple client relationships.
A patient, client-first mindset with a genuine commitment to resolving issues and driving client success.

Benefits:

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