Customer Onboarding Specialist

🔥 14 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚀 Onboarding Specialist

🚫👨‍🎓 No degree required

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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EZFacility

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

EZFacility is a leading provider of web-based software solutions for sports and fitness businesses worldwide. As a division of Jonas Software, EZFacility has over a decade of expertise in sports and fitness facility management, offering a range of specialized software for gym management, club management, and scheduling to enhance operational efficiency for its users. The company's technology supports facilities in managing daily operations effectively, making it a trusted resource in the fitness industry.

📋 Description

• Serve as a software expert across EZFacility products and guide new clients through implementation • Assess client goals and business needs and develop customized training plans • Conduct Zoom-based training for basic and advanced software usage • Collaborate with Sales and Account Management to complete onboarding on schedule • Resolve client questions and issues and recommend products aligned with business objectives • Design and implement self-guided onboarding tracks for customer segments and use cases • Develop training videos, tutorials, self-guided courses, and knowledge base articles • Create learning paths for onboarding, advanced product usage, and feature releases • Own and optimize Userpilot for in-app guidance, product tours, and contextual help • Implement and manage an LMS for structured, trackable training • Use AI to update materials, create summaries, clips, FAQs, prompts, and personalized learning paths • Analyze onboarding progress and engagement to trigger targeted content or outreach • Partner with Support to analyze ticket data and prioritize training content • Audit and improve knowledge base content and contextual in-app guidance • Collaborate with Customer Success, Support, Product, and the Training Team Lead • Use Salesforce to track training progress, document feedback, and streamline initiatives • Track onboarding completion, time-to-first-value, engagement, and live training-hour reduction • Execute engagement and retention initiatives such as tutorials, webinars, and user guides • Continuously refine learning programs using data, feedback, and product changes

🎯 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 ability to meet deadlines while managing multiple client relationships • Patient, client-first mindset with commitment to resolving issues and driving client success • Preferred: experience with Digital Adoption Platforms such as Userpilot, WalkMe, Pendo, Appcues, or similar • Preferred: experience implementing or managing a Learning Management System (LMS) • Preferred: familiarity with AI tools for content creation, knowledge management, or training personalization • Preferred: knowledge of Salesforce for tracking training progress and client data • Preferred: video editing experience • Preferred: prior SaaS industry experience; sports, fitness, or recreation industry familiarity is a plus • Preferred: experience working with SaaS customer success or training teams • Strong systems thinking and process design • Instructional design sensibility • Comfort experimenting with new tools and technologies • Data-driven mindset • Ability to manage multiple client implementations simultaneously

🏖️ Benefits

• Full-time regular employment • 40 scheduled weekly hours