Customer Onboarding and Learning Systems Specialist

Job Description:

Customer Onboarding & Learning Systems Specialist

Department

Customer Success

Location

Remote / Hybrid

Reports To

Director of Customer Success

Type

Full-Time

Role Overview

EZFacility is seeking a Customer Onboarding & Learning Systems Specialist to serve as both a hands-on software trainer and an architect of our next-generation onboarding experience. This is a pivotal role that bridges two critical needs: delivering high-quality, personalized training to new EZFacility clients while simultaneously helping us transition from a live-session-heavy model to a scalable, self-guided onboarding ecosystem.

Today, new customer onboarding relies primarily on live Zoom training sessions totaling approximately six hours per client. Our goal over the next 12 months is to cut that in half through structured digital learning, in-app guidance, and AI-powered resources — freeing our training team to focus on higher-value, consultative support.

This is a builder-and-doer role ideal for someone who enjoys working directly with customers, creating engaging learning experiences, and experimenting with technology to improve how clients learn and adopt software.

Key Responsibilities

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

• •Content creation and maintenance
• •Use AI to quickly update training materials after each product release, so customer-facing content never lags the platform.
• •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, to keep output consistent across the team.

• •Personalized onboarding
• •Use AI to analyze a new customer's setup, industry, and goals before kickoff, and tailor the training plan to match.
• •Identify customers who are 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.

• •Self-service and support deflection
• •Partner with Support to mine ticket data for the top recurring questions, and prioritize new training content based on what the data shows.
• •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.

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.

Qualifications

Required

• •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.

Preferred

• •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.

Skills & Attributes

• •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.

What Success Looks Like (First 12 Months)

Within your first year, you will:

• •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.

Why Join EZFacility

EZFacility is a leading sof