{"id":2523828,"url":"https://alion.io/job/ezfacility-customer-onboarding-and-learning-systems-specialist","title":"Customer Onboarding and Learning Systems Specialist","company":{"id":1854747,"name":"EZFacility","domain":"ezfacility.com","url":"https://alion.io/company/ezfacility-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"HR","role_family":"HR","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":52000,"max_usd":100000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":230},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-13T00:00:00Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-11-06T06:14:19Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"Job Description: \nCustomer Onboarding & Learning Systems Specialist\nDepartment\nCustomer Success\nLocation\nRemote / Hybrid\nReports To\nDirector of Customer Success\nType\nFull-Time\nRole Overview\nEZFacility 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.\nToday, 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.\nThis 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.\nKey Responsibilities\nDeliver Client Training & Onboarding\nServe as a software expert across all EZFacility products, guiding new clients through the critical first months of implementation.\nAssess each client's goals and business needs; develop customized training plans that ensure they are set up for success.\nConduct live (Zoom-based) training sessions for both basic and advanced software usage, adapting your approach to each client's technical comfort level.\nCollaborate with Sales and Account Management to ensure onboarding is completed on schedule and aligned with client timelines.\nDemonstrate patience and professionalism when working with clients to resolve outstanding questions or issues.\nMake product recommendations based on clients' overall business objectives and act on opportunities to enhance their experience.\nBuild a Scalable Self-Guided Onboarding Program\nDesign and implement structured self-guided onboarding tracks tailored to different customer segments and use cases.\nDevelop a scalable library of learning resources including short training videos, step-by-step tutorials, self-guided courses, and knowledge base articles.\nCreate learning paths for new customer onboarding, advanced product usage, and new feature releases.\nReduce reliance on live training sessions by replacing feature walkthroughs with high-quality digital content.\nImplement Digital Adoption & Learning Tools\nOwn and optimize our digital adoption platform (Userpilot) to deliver in-app guidance, product tours, and contextual help experiences.\nImplement and manage a Learning Management System (LMS) for structured, trackable training delivery.\nDesign guided product walkthroughs that help users learn the platform in the flow of their work.\nIntegrate AI into Customer Education\nContent creation and maintenanceUse AI to quickly update training materials after each product release, so customer-facing content never lags the platform.\nTurn recorded onboarding sessions into searchable summaries, short how-to clips, and FAQ entries.\nBuild reusable AI prompt templates for common content types, such as release notes, help articles, and session recaps, to keep output consistent across the team.\n\nPersonalized onboardingUse AI to analyze a new customer's setup, industry, and goals before kickoff, and tailor the training plan to match. \nIdentify customers who are falling behind in onboarding, based on product usage and engagement signals, and trigger targeted learning content or outreach.\nDesign adaptive learning paths that adjust to a customer's progress and proficiency.\n\n Self-service and support deflectionPartner with Support to mine ticket data for the top recurring questions, and prioritize new training content based on what the data shows.\nAudit knowledge base content regularly with AI to find outdated, duplicate, or missing articles.\nBuild contextual in-app guidance that surfaces the right help article or walkthrough at the moment a customer needs it.\n\nCollaborate Cross-Functionally\nPartner with Customer Success, Support, and Product teams to identify friction points in onboarding and design solutions that shorten time-to-value.\nWork closely with the Training Team Lead to coordinate onboarding activities and share best practices.\nLeverage Salesforce to track client training progress, document feedback, and streamline training initiatives.\nEvaluate and document client feedback for the product development team's review.\nEnsure all education content aligns with current product capabilities and best practices.\nMeasure & Continuously Improve\nTrack key metrics including onboarding completion rates, time-to-first-value, training engagement, and reduction in live training hours.\nBrainstorm and execute client engagement and retention initiatives such as video tutorials, webinars, and user guides.\nContinuously refine learning programs based on data, customer feedback, and evolving product capabilities.\nQualifications\nRequired\n2+ years of experience in software training, customer onboarding, customer success, or a related field.\nPrevious software training, customer service/support, and basic technical experience.\nExperience creating or delivering structured learning programs, training plans, or onboarding flows.\nStrong verbal and written communication skills with the ability to translate complex product functionality into simple, approachable learning experiences.\nAbility to prioritize, multi-task, and work independently with minimal supervision in a fast-paced environment.\nStrong work ethic and the ability to meet deadlines while managing multiple client relationships.\nA patient, client-first mindset with a genuine commitment to resolving issues and driving client success.\nPreferred\nExperience with Digital Adoption Platforms (Userpilot, WalkMe, Pendo, Appcues, or similar).\nExperience implementing or managing a Learning Management System (LMS).\nFamiliarity with AI tools for content creation, knowledge management, or training personalization.\nKnowledge of Salesforce for tracking training progress and client data.\nVideo editing experience for producing training and tutorial content.\nPrior experience in the SaaS industry; familiarity with the sports, fitness, or recreation industry is a strong plus.\nExperience working with SaaS customer success or training teams.\nSkills & Attributes\nStrong systems thinking and process design - you see patterns and build solutions that scale.\nInstructional design sensibility - you know how to structure information so people actually learn it.\nComfortable experimenting with new tools and technologies, and sharing what you learn with the team.\nData-driven mindset - you use metrics to inform decisions and demonstrate impact.\nCollaborative and communicative - you build strong relationships with clients and teammates alike.\nOrganized and detail-oriented - you can manage multiple client implementations simultaneously without dropping the ball.\nWhat Success Looks Like (First 12 Months)\nWithin your first year, you will:\nSuccessfully onboard a full book of new clients while delivering high-quality, personalized training.\nReduce average live training hours per client from 6 hours toward 3 hours through self-guided content.\nLaunch a structured self-guided onboarding program with supporting video, tutorial, and LMS content.\nStand up and optimize our digital adoption platform to deliver in-app onboarding guidance.\nIntroduce AI-powered knowledge and learning resources that measurably reduce support inquiries.\nEnable the broader training team to shift focus from feature walkthroughs to consultative, high-value onboarding.\nWhy Join EZFacility\nEZFacility is a leading software platform serving sports facilities, gyms, and membership-based businesses worldwide. Our customers rely on our platform to run and grow their operations - and our team is committed to making that experience as smooth and successful as possible.\nAs we scale, we are investing in modern onboarding and education experiences that empower customers to learn faster, adopt our platform more effectively, and realize value sooner. This role offers a unique opportunity to be both on the front lines with clients and at the center of building the future of customer education at EZFacility.\nBusiness Unit: \nEZ Facility- USAScheduled Weekly Hours:\n40Number of Openings Available: \n1Worker Type: \nRegularMore About Jonas Software:\nJonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.\nJonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.\nJonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.\nHeadquartered in Canada, Jonas Software has a global footprint with offices around the world. 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