Customer Education Specialist

Customer Education Specialist  

Department: Customer Experience 

Reports To: Customer Education and Training Manager  

 

Position Summary  

The Customer Education Specialist plays a key role in developing, managing, and delivering educational resources and training programs that enable customers to fully leverage OnBoard’s software solutions across all product lines. This role focuses on designing and delivering engaging training experiences—both live and on-demand—that enhance user engagement, improve product adoption, and deliver a consistent and effective learning experience across the OnBoard platforms.  

Key Responsibilities 

• Develop and maintain high-quality help articles to support both new and existing features. 

• Lead the creation, deployment, and ongoing management of in-app guidance using Pendo, including guides, badges, and tooltips, to support onboarding and feature adoption. 

• Create and manage learning management system (LMS) course content. 

• Conduct group training webinars, guiding customers through key functionalities. 

• Deliver internal feature training and enablement sessions to support new employee onboarding and ensure company-wide understanding of product updates. 

• Produce and edit training videos to enhance customer learning experiences. 

Skills & Experience  

• B.A./B.S. Instructional Design, Education, Learning Sciences or similar 

• 3-5 years of experience in education or training, customer onboarding, implementation – preferably in the SaaS industry. 

• 2-3 years of experience with learning management systems (LMS) and course creation tools. 

• 1-2 years of experience with in-app guidance tools such as Pendo (preferred), WalkMe, or similar platforms. 

• 1-2 years of video editing experience using tools like Camtasia, Adobe Premiere, or similar. 

• Experience with designing and delivering engaging live training sessions preferred. 

• Strong writing skills for creating clear and engaging help documentation. 

• Ability to collaborate cross-functionally with product, marketing, and customer success teams. 

• Strong organizational skills with the ability to manage multiple projects simultaneously. 

• A passion for customer success and education. 

• Experience using Microsoft Office, Zendesk, Camtasia, or similar systems. 

• Optional: Experience in building a revenue-generating training business. 
• Preferred: Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation). Candidates must show agility in adapting to new AI technologies and provide examples of applying AI to drive business outcomes. 

  Competencies:  

• Accountability   

• Adaptability   

• Applied Learning   

• Business Acumen   

• Collaboration   

• Customer Focus   

• Dealing w/Ambiguity   

• Decision Making   

• Driving for Results   

• Initiating Action   

• Planning & Organizing