Customer Onboarding and Training Specialist

Key Responsibilities

Client Onboarding and Enablement

• Support discovery and requirements discussions to understand client needs, workflows, and objectives.
• Assist in preparing and completing initial platform set-up and configuration based on approved scope.
• Deliver onboarding sessions, user walkthroughs, and orientation programmes in a clear and professional manner.
• Guide users on recommended workflows, platform usage, and practical next steps.
• Provide refresher sessions and post-launch support for existing users as needed.

Delivery and Coordination

• Maintain accurate documentation, onboarding records, and handover notes.
• Coordinate with internal teams to support smooth implementation and client readiness.
• Stay updated on product features, use cases, and internal delivery standards.
• Escalate gaps, risks, or out-of-scope requests to the Learning & Enablement Lead when required.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, Education, Information Technology, or a related field preferred.
• 1 to 3 years of experience in onboarding, training, customer support, customer success, implementation support, or a similar role.
• Experience in user training, platform walkthroughs, or software support is an advantage.
• Exposure to SaaS, CRM, automation, or digital platforms is preferred.
• Strong written and spoken English.
• Willingness to report on-site as needed for meetings and trainings.

Key Skills

• Clear communication and presentation skills
• Strong facilitation and training ability
• Attention to detail and strong follow-through
• Comfort in explaining systems to non-technical
• Organised and client-focused approach users