Customer Onboarding Specialist

Jonas Software

. Serve as a software expert across all 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 Digital Adoption Platforms and Learning Management Systems to create structured learning programs. Proficient in using AI tools for content creation and personalization, with strong communication skills to enhance client success.

Highest-signal resume keywords

Software Training ExperienceDigital Adoption PlatformsLearning Management System ManagementSalesforce ProficiencyVideo Editing Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software TrainingOnboarding FlowsTraining PlansContent CreationProcess DesignData AnalysisInstructional DesignClient Relationship ManagementUser Experience DesignTechnical Support

Soft Skills

Strong Communication SkillsClient-First MindsetTime ManagementProblem SolvingAdaptability

Tools & Technologies

UserpilotSalesforceLearning Management SystemsAI ToolsVideo Editing Software

Industry Keywords

SaaSCustomer SuccessFitness IndustryRecreation IndustryDigital Adoption

About the role

Key responsibilities & impact

Serve as a software expert across all EZFacility products and guide new clients through implementation
Assess client goals and business needs and develop customized training plans
Conduct Zoom-based training sessions for basic and advanced software usage
Collaborate with Sales and Account Management to complete onboarding on schedule
Resolve client questions and issues and make product recommendations
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 delivery
Design guided product walkthroughs
Use AI to update training materials, create summaries, how-to clips, FAQs, and reusable prompt templates
Use AI to personalize onboarding, identify customers falling behind, and create adaptive learning paths
Partner with Support to analyze ticket data and prioritize training content
Audit and improve knowledge base content and build contextual in-app guidance
Collaborate with Customer Success, Support, Product, and Training teams to reduce onboarding friction
Use Salesforce to track training progress, document feedback, and streamline initiatives
Track onboarding completion, time-to-first-value, training 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 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
Experience with Digital Adoption Platforms (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 for producing training and tutorial content preferred
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
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