Customer Onboarding Manager

Summary

Join Leonardo.Ai, a thriving Australian tech startup, as our Customer Onboarding Manager! You will empower users through tailored educational programs and resources. Responsibilities include creating and delivering high-quality training content, conducting live sessions, and collaborating with internal teams. You'll design and implement a comprehensive onboarding curriculum, collect user feedback, and continuously improve the user experience. Success will be measured by training completion rates, customer satisfaction, content utilization, feature adoption, and customer retention. This role is ideal for someone passionate about customer success and training within a SaaS environment.

Requirements

• Have Customer Success or Training and Onboarding experience for a SaaS or software product
• Have experience in designing and implementing onboarding and training programs
• Have a strong background in design or experience with design tools
• Be a confident public speaker who is comfortable leading live training sessions
• Possess excellent communication skills and the ability to simplify complex topics easily
• Be engaging and personable to quickly build strong relationships with customers
• Have a customer-centric mindset that prioritizes customer success and satisfaction
• Be adaptable and a quick learner to swiftly grasp new features
• Possess project management and creative skills to deliver engaging content to onboard enterprise customers

Responsibilities

• Develop, update, and maintain various educational materials, including video tutorials, webinars, user guides, and interactive courses, to support learning preferences and skill levels
• Conduct engaging and informative live training sessions, workshops, and webinars, demonstrating the product's core features and advanced functionalities to help users achieve their goals effectively
• Design and implement a comprehensive onboarding curriculum tailored to new customers, guiding them through key product features, setup processes, and best practices to ensure a smooth start
• Collect user feedback during training and onboarding sessions, analyse common pain points, and collaborate with product and support teams to refine educational content and improve the user experience
• Work closely with product managers and support teams to stay up-to-date on new features, updates, and customer feedback, ensuring training content is accurate, relevant, and addresses current user needs

Preferred Qualifications

Have a strong understanding of instructional design and adult learning principles

Benefits

• Private Healthcare
• 20 days annual leave
• Reward package including equity
• Inclusive parental leave policy that supports all parents & carers with 18 weeks paid leave
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally, including remote working abroad
• Support with your professional development
• Fun and engaging company events, both virtual and in-person