Customer Onboarding, Learning Systems Specialist

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:

• unlimited coffee
• comprehensive benefits
• tuition reimbursement
• modern office culture
• company outings
• office games

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