Customer Onboarding Specialist - Trainer - QA

Customer Onboarding Specialist – Trainer – QA

Business Community: Education & Training, supporting the UK, EMEA, and North America

Location: UK Remote

Reports to: Training Manager

This is an exciting opportunity to join and be the first UK based Customer Onboarding Specialist. You’ll bring your passion for providing exceptional customer experiences to our customers, and play a pivotal role in our international expansion. As a pioneer for Customer Onboarding, this is a chance to build something new and make a difference.

The Team: The Education and Training team is responsible for the University and customer training. We transform complex and technical subject matter into thoughtful and approachable content for customers and the broader quality community.

The Role: The Customer Onboarding Specialist will be the centre of enablement and product education in the UK, EMEA, and North America. You’ll guide customers through the configuration and implementation of our products, ensuring they swiftly see real value from them. You’ll use technical expertise, project management and consulting skills to deliver onboarding programs that meet each customer’s requirements, and work across Sales, Success and Service teams to provide solutions that drive customer adoption. You’ll also engage with customers in the Community forum, train and certify new consulting partners and internal hires, and collaborate cross-functionally to keep content and materials updated.

Key Responsibilities and Accountabilities:

• Working with Sales to scope projects pre-contract and set clear onboarding expectations
• Planning and delivering end to end onboarding for new customers, acting as their primary point of contact
• Proactively identifying opportunities for customers to maximise ROI
• Hosting kick-off meetings with key stakeholders to agree project objectives
• Monitoring progress at checkpoints to ensure adoption and troubleshoot issues
• Enabling internal technical team members to provide external training to new and existing customers
• Staying current with updates and sharing these with customers and the community as appropriate
• Taking ownership of training materials and working with cross-functional teams to create training content as needed (e.g., Product and Engineering)
• Continued self-growth and learning of topics relevant to customers (e.g., DevOps, integrations, AI, new technologies)
• Contributing to knowledge content and customer enablement through Forum engagement

Required Capabilities:

• Experience of onboarding customers remotely and on-site
• Background in customer-facing roles with a Customer First approach
• Excellent communication, presentation and training skills
• Strong understanding of Quality Assurance and/or application Testing
• Strong understanding of the Salesforce platform and experience using it regularly
• Interpersonal and teamwork skills; ability to establish strong working relationships with key stakeholders
• Ability to work proactively
• Ability to lead and own a project from start to finish

Desired Capabilities:

• DevOps knowledge, especially in the Salesforce ecosystem
• Interest in applying AI to customer onboarding
• Testing and/or QA experience

Seniority level: Not Applicable

Employment type: Full-time

Job function: Information Technology

Industries: IT Services and IT Consulting