Customer Onboarding and Learning Systems Specialist

About this role

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…