Customer Onboarding and Learning Systems Specialist

Overview

Serve as a hands-on software trainer for EZFacility clients and help transition onboarding from live sessions to a scalable, self-guided learning ecosystem.

What you'll do

• 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 and develop customized training plans that ensure they are set up for success.
• Conduct live (Zoom-based) training sessions for 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 resolving outstanding client questions or issues.
• Make product recommendations based on clients' 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 the digital adoption platform (Userpilot) to deliver in-app guidance, product tours, and contextual help.
• 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.
• Use AI to quickly update training materials after each product release.
• Turn recorded onboarding sessions into searchable summaries, short how-to clips, and FAQ entries.
• Build reusable AI prompt templates for common content types such as release notes, help articles, and session recaps.
• Use AI to analyze a new customer's setup, industry, and goals before kickoff and tailor the training plan accordingly.
• Identify customers falling behind in onboarding based on product usage and engagement signals, and trigger targeted learning content or outreach.
• Design adaptive learning paths that adjust to a customer's progress and proficiency.
• Partner with Support to mine ticket data for top recurring questions and prioritize new training content accordingly.
• Audit knowledge base content regularly with AI to find outdated, duplicate, or missing articles.
• Build contextual in-app guidance that surfaces the right help article or walkthrough at the moment a customer needs it.
• Partner with Customer Success, Support, and Product teams to identify onboarding friction points 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.

What you'll need

• 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.

Nice to have

• 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.

Details

• Remote / Hybrid.
• Full-time, 40 scheduled weekly hours.
• Reports to the Director of Customer Success.
• Business unit: EZ Facility, USA.
• One opening, regular worker type.