Customer Onboarding & Training Coordinator
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Job Description
Customer onboarding coordinator training new SupportNinja customers through live sessions, webinars, and self-service materials. Tracking adoption milestones and resolving onboarding issues.
Responsibilities:
- Coordinate and schedule onboarding and training sessions for new customers
- Deliver product or service training through live sessions, webinars, or self-service materials
- Track onboarding milestones and follow up on outstanding action items
- Serve as a point of contact for customer questions during onboarding
- Maintain and update onboarding and training materials and documentation
- Partner with internal teams to resolve onboarding issues or delays
- Gather customer feedback to support continuous improvement
- Adhere to company policies and procedures
- Meet or exceed performance targets for related KPIs
- Continuously improve knowledge of onboarding, training methods, and industry best practices
- Collaborate with other departments as needed
- Maintain a positive, empathetic, and professional attitude
- Perform other duties as assigned
Requirements:
- Minimum of one (1) year of experience in customer onboarding, training, or a related client-facing role
- Strong presentation and facilitation skills, with the ability to deliver engaging training sessions
- Strong organizational skills, with the ability to manage multiple onboarding cases simultaneously
- Strong written and verbal communication skills
- Proficiency with training, LMS, or customer onboarding tools
- Strong customer service orientation, with the ability to support customers through the onboarding process
- Demonstrated ability to work independently with minimal supervision
- Strong attention to detail, with the ability to track onboarding progress accurately
- Experience developing or updating training materials, a plus
- Outbound Sales / Cold Calling Experience: Highly beneficial
- Technical Support / Troubleshooting: Must have basic troubleshooting knowledge
- Prior hands-on experience with Salesforce and Zendesk
Benefits:
- Remote/WAH work setup
- BYOD (Bring-Your-Own-Device) equipment provision
- Training and learning initiatives
- Equal Employment Opportunity workplace
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