Onboarding and Training Specialist

1 day ago

Toronto, Canada Dye & Durham Full time

**Description**:
We are seeking a proactive and highly organized **Onboarding and Training Specialist** to lead the customer onboarding experience and drive process improvements. In this role, you will ensure customers are successfully onboarded, trained, and supported throughout their journey. You will also play a key role in maintaining documentation, managing special projects, and collaborating cross-functionally to support broader business objectives.

**Key Responsibilities**:
**Customer Onboarding & Training**
- Set up customer accounts and ensure all configurations align with their needs.
- Guide customers through the onboarding process, ensuring they complete key steps.
- Manage training tools and resources to improve accessibility and effectiveness.
- Maintain and update the training calendar, scheduling sessions as needed.
- Ensure customer billing information is accurate and assist with subscription or payment-related inquiries.
- Work with finance and customer support teams to resolve account or billing issues.

**Process & Documentation Management**
- Create, update, and optimize onboarding and training processes to improve efficiency and customer experience.
- Maintain accurate and up-to-date documentation, including training materials, FAQs, and user guides.
- Implement feedback loops to continuously refine processes based on customer needs and internal insights.

**Cross-Functional Collaboration & Special Projects**
- Work closely with product, sales, and operations teams to ensure a smooth onboarding experience.
- Contribute to special projects aimed at improving customer engagement, retention, and training effectiveness.
- Support broader business initiatives by identifying opportunities to enhance the customer journey.

**Skills, Knowledge & Expertise**:

- Experience in a customer facing role, such as onboarding, training, or customer success.
- Strong project management and organizational skills.
- Excellent communication and relationship-building abilities.
- Ability to manage multiple priorities and work cross-functionally.
- Experience with CRM, training platforms, and billing systems is a plus.
- A problem-solving mindset with a passion for improving customer experiences.

**Job Benefits**:
At Dye & Durham we strive to be visionaries As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

**Do you share our DNA?**
- We ask how tomorrow can be better than today
- We are passionate about solving our customer's challenges
- Our ideas break boundaries
- We value different perspectives and encourage dialogue
- We take ownership and celebrate together

**About Dye & Durham**:
Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions - practice management, data insights and due diligence, and client onboarding - give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.

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