Customer Onboarding, Learning Systems Specialist
EZFacility
full-time
Posted on:
Location Type: Remote
Location: New York • United States
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About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
software trainingcustomer onboardingcustomer successstructured learning programstraining plansonboarding flowsdigital adoptionin-app guidanceproduct tourscontextual help
Soft Skills
verbal communicationwritten communicationpatienceclient-first mindsetproblem-solvingtime managementmulti-taskingindependencework ethicdeadline management