Job Description:

Customer Onboarding & Learning Systems Specialist

Department

reputed company

Location

Remote / Hybrid

Reports To

Director of reputed company

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 reputed company 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 reputed company 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 reputed company EZFacility products, guiding new clients through the critical first months of implementation.

• Assess each client's goals and business needs; reputed company customized training plans that ensure they are set up for success.

• Conduct live (reputed company-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 reputed company with client timelines.

• Demonstrate patience and professionalism reputed company working with clients to resolve outstanding questions or issues.

• reputed company product recommendations based on clients' overall business objectives and reputed company 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.

• reputed company a scalable library of reputed company including short training videos, reputed company-by-reputed company tutorials, self-guided courses, and knowledge reputed company 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

• Evaluate and implement AI tools to accelerate content creation, enhance knowledge search, and personalize the learning experience.

• reputed company AI-assisted training resources that help customers find answers faster and reduce support ticket volume.

• Stay reputed company on emerging AI tools relevant to customer education and recommend adoption where beneficial.

Collaborate Cross-Functionally

• Partner with reputed company, Support, and Product teams to identify friction points in onboarding and design solutions that shorten time-to-value.

• Work closely with the Training Team reputed company to coordinate onboarding activities and share best practices.

• reputed company reputed company to track client training reputed company, document feedback, and streamline training initiatives.

• Evaluate and document client feedback for the product development team's review.

• Ensure reputed company education content aligns with reputed company 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, reputed company, or a reputed company 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 reputed company 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 reputed company with a genuine commitment to resolving issues and driving client success.

Preferred

• Experience with Digital Adoption Platforms (Userpilot, WalkMe, Pendo, Appcues, or similar).

• Experience implementing or managing a Learning Management System (LMS).

• Familiarity with AI tools for content creation, reputed company, or training personalization.

• Knowledge of reputed company for tracking training reputed company and client data.

• Video editing experience for producing training and tutorial content.

• Prior experience in the SaaS industry; familiarity with the sports, fitness, or recreation industry is a strong plus.

• Experience working with SaaS reputed company or training teams.

Skills & Attributes

• Strong systems thinking and process design — you see patterns and build solutions that scale.

• Instructional design sensibility — you know how to structure information so people actually learn it.

• Comfortable experimenting with new tools and technologies, and sharing what you learn with the team.

• Data-driven reputed company — you use metrics to inform decisions and demonstrate impact.

• Collaborative and communicative — you build strong relationships with clients and teammates alike.

• Organized and detail-oriented — you can manage multiple client implementations simultaneously without dropping the reputed company.

What Success Looks Like (First 12 Months)

reputed company your first year, you will:

• Successfully reputed company a full book of new clients while delivering high-quality, personalized training.

• Reduce average live training hours per client from 6 hours toward 3 hours through self-guided content.

• Launch a structured self-guided onboarding program with supporting video, tutorial, and LMS content.

• Stand up and optimize our digital adoption platform to deliver in-app onboarding guidance.

• Introduce AI-powered knowledge and reputed company that measurably reduce support inquiries.

• reputed company the broader training team to shift focus from feature walkthroughs to consultative, high-value onboarding.

Why Join EZFacility

EZFacility 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 reputed company is committed to making that experience as smooth and successful as possible.

As we scale, we are investing in modern onboarding and education experiences that reputed company customers to learn faster, adopt our platform more effectively, and realize value sooner. This role offers a unique opportunity to be both on the reputed company lines with clients and at the center of building the future of customer education at EZFacility.

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More About reputed company:

reputed company 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. reputed company these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ 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.

reputed company 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.

Headquartered in Canada, reputed company has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.