Customer Onboarding Specialist

1 month ago

Greater Toronto Area, Canada AutoTrader Full time
Customer Onboarding & Training Specialist

As a key member of our team, you will play a vital role in empowering our customers to fully utilize our platform and products. Your expertise in developing and delivering comprehensive training programs will ensure our customers are confident and proficient in using our solutions.

Key Responsibilities:
  • Training Program Development: Design and develop training programs and materials for our platform and products, including user manuals, tutorials, e-learning modules, and webinars. Collaborate with product managers, engineers, and other stakeholders to ensure training content is accurate, relevant, and aligned with product updates and company goals.
  • Content Creation: Create high-quality training materials, including videos, slides, documentation, and interactive modules. Ensure all training content is visually appealing and easy to understand, incorporating best practices in instructional design and adult learning principles.
  • Content Delivery: Conduct training sessions for internal teams, clients, and partners through various delivery methods (in-person, virtual, on-demand). Utilize a variety of training techniques to accommodate different learning styles and ensure effective knowledge transfer. Provide hands-on support and follow-up to ensure participants can effectively use the platforms and products after training.
  • Customer Onboarding Support: Assist in the onboarding process of new customers by providing comprehensive training on company platform and products. Develop onboarding materials and programs to help new customers quickly acclimate to using the products and services. Conduct orientation sessions and ongoing training for new customers to ensure they are fully equipped to utilize the platforms and products effectively.
  • Continuous Improvement: Gather feedback from training participants to continually improve training programs and materials. Stay updated with the latest industry trends and technologies to ensure training content remains current and competitive.
  • Documentation and Reporting: Maintain accurate records of training activities, attendance, and outcomes. Prepare reports and presentations on training effectiveness, participant feedback, and areas for improvement.
  • Cross-Functional Collaboration: Work closely with the sales, customer support, and product development teams to ensure training programs address all necessary aspects of the platforms and products.
Qualifications:
  • The ability to speak and create in French and English fluently.
  • Bachelor's degree in Education, Instructional Design, Information Technology, or equivalent work experience in a related field would be an asset.
  • Proven experience in creating and delivering training programs, preferably in a software or technology environment.
  • Strong knowledge of instructional design principles and adult learning theories.
  • Excellent presentation and communication skills, with the ability to convey complex information in an understandable manner.
  • Proficiency with e-learning tools, video creation software, and Learning Management Systems (LMS).
  • Strong organizational and project management skills, with the ability to handle multiple projects simultaneously.
  • Ability to work independently and as part of a team, with a proactive and self-motivated approach.
What's in it for you...

We understand that there is life at work and life outside of work. Here are a few benefits we all benefit from that support us to be our creative best.

  • Fitness and wellness: We provide discounts to nation-wide gyms, onsite gyms (when we're in the office), an Employee and Family Assistance Program, as well as a virtual wellness program.
  • Benefits from Day 1: Gym discounts, local in-office free gyms, Employee and Family Assistance program, weekly virtual wellness events. In addition to in-house training, we provide an annual lifestyle allowance of $1500 so you can grow your skills. Conferences & training budget, regular internal training programs.
  • Financial planning: Let us help you invest in your future with 3% matching towards your pension and multiple forms of income protection.
  • Competitive salary: Annual bonus structure, 3% CPP matching.

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