Client Onboarding Specialist

Your Role as a Customer Education & Onboarding Specialist:   

As a Customer Education & Onboarding Specialist, you'll create engaging educational experiences that help customers quickly realize value from our products. You'll develop high-quality training content across multiple formats—including videos, webinars, knowledge base articles, and customer communications—to improve product adoption, reduce support needs, and deliver an exceptional onboarding experience throughout the customer lifecycle. 

A Day in the Life of a Customer Education & Onboarding Specialist:  

• Design, develop, and maintain customer onboarding and training materials across multiple products. 

• Produce engaging tutorial videos, product demonstrations, and on-demand learning content. 

• Plan, host, and record customer training webinars for various customer personas and lifecycle stages. 

• Create and maintain knowledge base articles, FAQs, and self-service documentation that is accurate, searchable, and easy to understand. 

• Develop customer-facing email campaigns supporting onboarding, feature releases, and product education. 

• Collaborate with Product, Customer Success, Support, Marketing, and Product Management teams to ensure training content reflects current product capabilities and customer needs. 

• Maintain an editorial calendar to prioritize and refresh educational content as products evolve. 

• Design customer-facing presentation materials and supporting collateral training sessions, executive briefings, and customer meetings. 

• Continuously improve training content based on customer feedback, support trends, and product updates. 

• Ensure all learning materials maintain a consistent voice, style, and brand standards. 

What You'll Need 

Education 

• Bachelor’s degree in Communications, Marketing, Education, Instructional Design, Journalism, or a related field, or equivalent professional experience. 

Minimum Experience 

• 3–5 years creating customer education, onboarding, training, instructional, or enablement content. 

• Experience producing educational video content and facilitating virtual training sessions or webinars. 

• Experience writing customer-facing documentation, knowledge base content, or user guides. 

Specific Licenses, Technical, or Functional Skills 

• Exceptional written and verbal communication skills. 

• Strong storytelling and instructional design abilities. 

• Experience with video recording and editing software. 

• Familiarity with webinar platforms and virtual training delivery. 

• Experience managing knowledge base platforms or content management systems. 

• Ability to translate complex technical concepts into clear, engaging customer education. 

• Excellent project management, organization, and time management skills. 

• Ability to manage multiple projects simultaneously in a fast-paced environment. 

• Strong collaboration skills with cross-functional teams. 

Travel Requirements 

• Minimal travel required (up to 10%), primarily for customer events, onsite training sessions, or team meetings.