Customer Onboarding & Learning Systems Specialist

• 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.
• Make product recommendations based on clients' overall business objectives and act on opportunities to enhance their experience.

• 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.
• Reduce reliance on live training sessions by replacing feature walkthroughs with high-quality digital content.

• Own and optimize our digital adoption platform (Userpilot) to deliver in-app guidance, product tours, and contextual help experiences.
• Implement and manage a Learning Management System (LMS) for structured, trackable training delivery.
• Design guided product walkthroughs that help users learn the platform in the flow of their work.

• Evaluate and implement AI tools to accelerate content creation, enhance knowledge search, and personalize the learning experience.
• Develop AI-assisted training resources that help customers find answers faster and reduce support ticket volume.
• Stay current on emerging AI tools relevant to customer education and recommend adoption where beneficial.

• Partner with Customer Success, Support, and Product teams to identify friction points in onboarding and design solutions that shorten time-to-value.
• Work closely with the Training Team Lead to coordinate onboarding activities and share best practices.
• Leverage Salesforce to track client training progress, document feedback, and streamline training initiatives.
• Evaluate and document client feedback for the product development team's review.
• Ensure all education content aligns with current product capabilities and best practices.

• Track key metrics including onboarding completion rates, time-to-first-value, training engagement, and reduction in live training hours.
• Brainstorm and execute client engagement and retention initiatives such as video tutorials, webinars, and user guides.
• Continuously refine learning programs based on data, customer feedback, and evolving product capabilities.

• 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.

• Experience with Digital Adoption Platforms (Userpilot, WalkMe, Pendo, Appcues, or similar).
• Experience implementing or managing a Learning Management System (LMS).
• Familiarity with AI tools for content creation, knowledge management, or training personalization.
• Knowledge of Salesforce for tracking training progress and client data.
• Video editing experience for producing training and tutorial content.
• Prior experience in the SaaS industry; familiarity with the sports, fitness, or recreation industry is a strong plus.
• Experience working with SaaS customer success or training teams.

• Strong systems thinking and process design — you see patterns and build solutions that scale.
• Instructional design sensibility — you know how to structure information so people actually learn it.
• Comfortable experimenting with new tools and technologies, and sharing what you learn with the team.
• Data-driven mindset — you use metrics to inform decisions and demonstrate impact.
• Collaborative and communicative — you build strong relationships with clients and teammates alike.
• Organized and detail-oriented — you can manage multiple client implementations simultaneously without dropping the ball.

• Successfully onboard a full book of new clients while delivering high-quality, personalized training.
• Reduce average live training hours per client from 6 hours toward 3 hours through self-guided content.
• Launch a structured self-guided onboarding program with supporting video, tutorial, and LMS content.
• Stand up and optimize our digital adoption platform to deliver in-app onboarding guidance.
• Introduce AI-powered knowledge and learning resources that measurably reduce support inquiries.
• Enable the broader training team to shift focus from feature walkthroughs to consultative, high-value onboarding.