Onboarding & Training Specialist

The Onboarding & Training Specialist is responsible for designing, developing, and scaling onboarding and training programs that drive product adoption, customer success, and long-term client retention. Acting as a product subject matter expert (SME), this role partners closely with Product, Sales, Customer Support, and other key stakeholders to deliver effective customer onboarding experiences, support product launches, and enhance internal enablement initiatives. The successful candidate will leverage instructional design best practices, learning technologies, and data-driven insights to create scalable learning experiences that align with business objectives and customer needs. Success in this role is measured through onboarding effectiveness, training engagement, customer adoption, program scalability, and overall customer satisfaction. 

Key Responsibilities

Lead the development and continuous improvement of onboarding and training programs that drive customer adoption, engagement, and retention.

Design and deliver scalable onboarding experiences for a variety of customer segments, including law firms, academic institutions, and enterprise clients.

Develop onboarding plans for complex implementations, product migrations, and customer transitions.

Serve as a product subject matter expert, providing guidance and support to customers and internal stakeholders.

Partner with Product, Sales, and Customer Support teams to support product launches, feature rollouts, and customer enablement initiatives.

Design, develop, and maintain engaging training materials, learning paths, and LMS-based content.

Deliver virtual and in-person training sessions, demonstrations, and knowledge-sharing programs.

Create self-service learning resources, including videos, guides, tutorials, and interactive content.

Monitor training effectiveness through customer feedback, usage data, and key performance metrics.

Continuously update and enhance training content to reflect product enhancements and evolving customer needs.

Manage multiple projects and priorities while ensuring high-quality deliverables and positive customer outcomes.

Contribute to continuous improvement initiatives that enhance the customer experience and support business objectives.

Skills, Knowledge and Expertise

2+ years of experience working with Unity products, including Unity, E-core, UEM, ACL, or similar solutions.

Experience supporting customer onboarding programs, preferably within a SaaS, legal technology, or software environment.

Experience scaling onboarding workflows, operational processes, and customer enablement initiatives.

Demonstrated experience facilitating client demonstrations and delivering engaging training sessions in both virtual and in-person settings.

Strong instructional design, curriculum development, and learning program creation capabilities.

Proficiency with Learning Management Systems (LMS) and content creation tools such as Camtasia, Articulate, Loom, or similar platforms.

Experience using virtual training and collaboration tools such as Zoom, WebEx, or equivalent technologies.

Data-driven mindset with the ability to define, measure, and report on key performance indicators (KPIs) and training effectiveness.

Strong organizational skills with exceptional attention to detail and the ability to manage multiple priorities simultaneously.

Excellent communication, presentation, facilitation, and interpersonal skills.

Strong stakeholder management skills with the ability to build trusted relationships across teams and customer groups.

Proven ability to collaborate effectively with cross-functional teams to achieve shared business objectives.

Strong analytical, problem-solving, and critical-thinking capabilities.

Highly adaptable and comfortable working in a fast-paced, evolving environment.

Proactive, hands-on, and action-oriented approach with a strong sense of ownership and accountability.

Customer-focused mindset with a passion for delivering exceptional onboarding and learning experiences.

Commitment to continuous learning, process improvement, and innovation. Demonstrated professionalism, integrity, humility, and a collaborative team-oriented. 

Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity. 

In line with the amended Employment Standards Act 2000, the salary range for this role is up to: $65K, dependent on assessment of skills during the interview process.  

#DDhp