Customer Onboarding & Training Specialist (Marketing Tech)

📋 Description

• • Deliver end-to-end customer onboarding and training programs for enterprise clients using a modern workflow automation platform, guiding them from first login to independent, confident usage.
• • Lead live workshops, cohort-based training sessions, and one-on-one onboarding calls tailored to marketing teams’ specific workflows and objectives.
• • Translate complex technical concepts related to CRM automation, campaign workflows, and reporting into clear, actionable guidance for non-technical marketing users.
• • Design, build, and continuously refine enablement playbooks, SOPs, and training materials to ensure scalable, repeatable adoption across global clients.
• • Support clients in configuring and optimizing CRM workflows, including HubSpot or equivalent platforms, for lead nurturing, email automation, and performance reporting.
• • Collaborate with client success and product teams to identify adoption bottlenecks and recommend improvements to training content and platform functionality.
• • Create and maintain video tutorials, quick-reference guides, knowledge base articles, and interactive checklists to empower self-service learning.
• • Monitor client progress during onboarding and proactively intervene to address roadblocks, reduce churn, and increase product adoption rates.
• • Conduct post-onboarding assessments to measure user proficiency and identify areas for additional training or resource development.
• • Serve as the primary point of contact for training-related inquiries during the critical early stages of client engagement.
• • Adapt training methodologies to accommodate diverse learning styles, time zones, and organizational structures across international clients.
• • Partner with marketing and product teams to align training content with platform updates, feature releases, and new AI-driven capabilities.
• • Document client feedback on training materials and platform usability to inform future product improvements and content iterations.
• • Ensure all training materials meet accessibility and localization standards for global audiences.
• • Track and report on key onboarding KPIs such as time-to-competency, completion rates, and client satisfaction scores.
• • Maintain a deep understanding of marketing operations best practices, including segmentation, lead scoring, campaign analytics, and multi-channel funnel tracking.
• • Stay current on industry trends in marketing technology, automation, and AI tools to enhance training relevance and credibility.
• • Foster strong client relationships by demonstrating empathy, patience, and a commitment to client success throughout the onboarding journey.
• • Represent the company professionally in client interactions, maintaining brand consistency and a solutions-oriented mindset.
• • Coordinate with internal teams to ensure seamless handoffs between sales, implementation, and ongoing customer success phases.
• • Utilize data from CRM platforms to personalize onboarding experiences based on client industry, team size, and existing tech stack.