Customer Onboarding Specialist

EZFacility

. Serve as a software expert across EZFacility products and guide new clients through implementation .

Posted 10/13/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in software training and customer onboarding, utilizing tools like Userpilot and Salesforce to enhance client engagement and success. Capable of designing structured learning programs and utilizing AI for personalized training experiences.

Highest-signal resume keywords

Software Training ExperienceUserpilot ManagementLearning Management System (LMS) ImplementationSalesforce ProficiencyInstructional Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software TrainingCustomer OnboardingTraining Program DevelopmentData AnalysisVideo Editing

Soft Skills

Strong Communication SkillsClient-First MindsetAbility to Multi-TaskStrong Work EthicSystems Thinking

Tools & Technologies

UserpilotSalesforceLearning Management System (LMS)AI Tools for Content CreationDigital Adoption Platforms

Industry Keywords

SaaSCustomer SuccessFitness IndustryRecreation IndustryTechnical Support

About the role

Key responsibilities & impact

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

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 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

Comp & perks

Full-time regular employment
40 scheduled weekly hours