Customer Onboarding & Training Specialist

Role overview Guide new customers through the setup and adoption of business management software, from initial kickoff to transition into ongoing support. The role blends implementation coordination, customer training, and development of practical learning resources. Success means customers understand the software, can apply it to their day-to-day workflows, and know where to turn for further guidance.

Responsibilities - Lead kickoff conversations to understand customer goals, workflows, and implementation needs; create tailored onboarding plans. - Coordinate software setup and configuration with internal teams, track milestones, resolve obstacles, and prepare customers for launch. - Deliver individual and group training through virtual meetings and webinars, adapting explanations to different experience levels. - Create and update guides, videos, tutorials, FAQs, knowledge base content, and interactive walkthroughs as the software evolves. - Follow up on customer satisfaction and adoption, identify further training needs, and encourage confident independent use. - Coordinate with sales, support, account management, and product colleagues, sharing customer feedback and process improvement ideas.

Requirements - Experience in software training, onboarding, customer success, technical support, or a related customer-facing role. - Clear written and verbal communication, including the ability to explain technical concepts to non-technical audiences. - Strong organization, time management, and ability to handle multiple customers and deadlines at once. - Comfortable leading virtual presentations and training sessions; able to learn new software and business processes quickly. - Experience creating professional training materials or documentation. - Customer-focused problem-solving skills, with the ability to work independently and collaboratively; familiarity with Microsoft Office and video meeting tools such as Teams or Zoom.

Nice to have - Experience with SaaS or business management software, retail, point of sale, inventory, or service scheduling. - Familiarity with CRM, customer support, onboarding, or learning management platforms, or tools for interactive tutorials and instructional video. - Experience building structured onboarding or training programs.

Benefits and work setup - Listed salary range: $85,000–$95,000 USD.