Jonas Software

Customer Onboarding, Learning Systems Specialist

Jonas Software

full-time

Posted on:

Location Type: Remote

Location: 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.
  • Make product recommendations based on clients' overall business objectives and act on opportunities to enhance their experience.
  • 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.
  • Reduce reliance on live training sessions by replacing feature walkthroughs with high-quality digital content.
  • Implement Digital Adoption & Learning Tools
  • 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.
  • Integrate AI into Customer Education
  • 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.
  • Collaborate Cross-Functionally
  • 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.
  • Measure & Continuously Improve
  • 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.

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.
  • 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.
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
software trainingcustomer onboardingtraining plansstructured learning programsdigital adoption platformslearning management systemAI tools for content creationvideo editingSaaS customer successclient relationship management
Soft Skills
verbal communicationwritten communicationprioritizationmulti-taskingindependencepatienceclient-first mindsetproblem-solvingtime managementcollaboration