Onboarding Specialist responsible for guiding partners through complex integrations with a payment platform. In a growing FinTech company, leveraging technical problem - solving and customer engagement skills.
About the role
- Director of Customer Onboarding and Learning Enablement overseeing onboarding strategies and global training initiatives. Responsible for effective customer journey management and product adoption in AECO sectors.
Responsibilities
- Architect the customer’s journey from "contract signed" to "fully enabled"
- Lead the worldwide organization responsible for global implementation methodology and digital learning ecosystem
- Build a unified, scalable onboarding engine for long-term product adoption
- Design and govern a world-class onboarding framework adaptable across languages and cultures
- Partner with Product and Engineering for automated onboarding features
- Define global success milestones for customers
- Own the AECO Customer Onboarding strategy and budget for the Global Learning Management System
- Oversee multilingual training paths for global customers and establish certification programs
- Shift from instructor-led to digital-first learning content for scalability
- Set technical standards for the Global Partner Implementation Ecosystem
- Manage the balance between high-touch and high-margin revenue streams and provide revenue forecasts
- Recruit and lead a global team across multiple time zones
Requirements
- 8+ years in Customer Onboarding, Implementation, or Professional Services Enablement within a B2B SaaS environment
- Deep familiarity with Architecture, Engineering, and Construction workflows
- Proven experience managing a multi-million dollar training P&L
- Experience managing international tax, currency, and language requirements
- Deep knowledge of instructional design (ADDIE, SAM) and project management (PMP, Agile)
- Hands-on experience with LMS platforms, Customer Success software, and Onboarding tools
- Proficiency in PSA tools and CRM (Salesforce)
- Exceptional ability to simplify complex technical concepts
- Experience reviewing Statements of Work (SOWs) and Master Service Agreements (MSAs)
- Bachelor’s degree in Education, Engineering, or a related field
- Ability to travel approximately 30%; domestic and internationally
Benefits
- Medical, Dental, Vision, Life, Disability
- Time off plans
- Retirement plans
- Tax savings plans for health, dependent care and commuter expenses
- Paid Parental Leave
- Employee Stock Purchase Plan
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