Customer Onboarding & Training Specialist

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $85k - $95k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🚀 Onboarding Specialist

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Fullsteam

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏥 Healthcare

📦 Logistics

Automotive • Healthcare • Logistics

Fullsteam is a leading provider of modern and scalable payments technology integrated with vertical software to offer industry-specific features and end-to-end business management systems. It delivers mission-critical infrastructure and technology, empowering a wide range of niche industries such as automotive, healthcare, recreation, and self-storage. Fullsteam's cloud-first payments technology is designed for secure, seamless integration with other vertical software, transforming how various industries conduct business. The company also offers membership and event management software for nonprofits, as well as ERP solutions for B2B markets.

📋 Description

• Manage the onboarding process from initial welcome through implementation and transition to ongoing support • Lead kickoff meetings to understand customer needs, workflows, and business goals • Develop customized onboarding and training plans • Coordinate software setup, configuration, and implementation with internal teams • Track progress, address challenges, and ensure customers are prepared to use the software successfully • Conduct follow-ups to evaluate customer satisfaction and adoption • Deliver engaging software training through virtual meetings, webinars, and individual or group sessions • Explain software features, workflows, and best practices using real-world examples • Adapt training to different experience levels and learning styles • Identify additional training needs and promote customer confidence and independence • Create and maintain training materials, including videos, tutorials, user guides, webinars, and step-by-step documentation • Develop and update FAQs, knowledge base articles, and self-service resources • Create interactive product walkthroughs and in-application training • Keep educational materials current with software updates and new features • Collaborate with internal teams to identify common customer questions and improve training resources • Build strong customer relationships through proactive communication and support • Set clear expectations for onboarding timelines and customer responsibilities • Monitor customer engagement and provide additional guidance when needed • Partner with Sales, Customer Support, Account Management, and Product Development to ensure a smooth customer experience • Communicate customer feedback and recommend improvements to onboarding and training processes

🎯 Requirements

• Experience in software training, customer onboarding, customer success, technical support, or a related customer-facing role • Strong verbal and written communication skills, with the ability to explain technical concepts to nontechnical audiences • Excellent organizational, time-management, and multitasking skills • Ability to manage multiple customers and deadlines simultaneously • Comfortable leading virtual presentations and training sessions • Strong problem-solving skills and a customer-first mindset • Ability to quickly learn new software and business processes • Experience creating professional training materials and documentation • Proficiency with Microsoft Office, Teams, Zoom, or similar tools • Ability to work independently and collaborate effectively with internal teams • Experience with SaaS products or business management software preferred • Familiarity with retail, point-of-sale, inventory management, or service scheduling preferred • Experience with CRM, customer support, or onboarding platforms such as Zoho or HubSpot preferred • Familiarity with learning management systems, Canva, Product Fruits, or similar tools preferred • Experience creating instructional videos, webinars, and interactive tutorials preferred • Previous experience developing structured onboarding or software training programs preferred

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