RB Retail & Service Solutions, part of the Fullsteam organization, provides business management software for the pool and spa industry. Since 2003, we have helped retailers, service companies, and construction businesses streamline operations and improve efficiency through innovative software solutions.
We are seeking a motivated, customer-focused
Customer Onboarding & Training Specialist to guide new customers through software implementation, onboarding, and training. This role ensures customers feel confident using our software, understand its functionality, and are prepared to incorporate it into their daily operations.
Primary Responsibilities:Customer Onboarding & Implementation- Manage the onboarding process from initial welcome through implementation and transition to ongoing support.
- Lead kickoff meetings to understand customer needs, workflows, and business goals.
- Develop customized onboarding and training plans.
- Coordinate software setup, configuration, and implementation with internal teams.
- Track progress, address challenges, and ensure customers are prepared to use the software successfully.
- Conduct follow-ups to evaluate customer satisfaction and adoption.
Customer Training & Education- Deliver engaging software training through virtual meetings, webinars, and individual or group sessions.
- Explain software features, workflows, and best practices using real-world examples.
- Adapt training to different experience levels and learning styles.
- Identify additional training needs and promote customer confidence and independence.
Training Content Development- Create and maintain training materials, including videos, tutorials, user guides, webinars, and step-by-step documentation.
- Develop and update FAQs, knowledge base articles, and self-service resources.
- Create interactive product walkthroughs and in-application training.
- Keep educational materials current with software updates and new features.
- Collaborate with internal teams to identify common customer questions and improve training resources.
Customer Success & Collaboration- Build strong customer relationships through proactive communication and support.
- Set clear expectations for onboarding timelines and customer responsibilities.
- Monitor customer engagement and provide additional guidance when needed.
- Partner with Sales, Customer Support, Account Management, and Product Development to ensure a smooth customer experience.
- Communicate customer feedback and recommend improvements to onboarding and training processes.
Required Skills & Experience:- Experience in software training, customer onboarding, customer success, technical support, or a related customer-facing role.
- Strong verbal and written communication skills, with the ability to explain technical concepts to nontechnical audiences.
- Excellent organizational, time-management, and multitasking skills.
- Ability to manage multiple customers and deadlines simultaneously.
- Comfortable leading virtual presentations and training sessions.
- Strong problem-solving skills and a customer-first mindset.
- Ability to quickly learn new software and business processes.
- Experience creating professional training materials and documentation.
- Proficiency with Microsoft Office, Teams, Zoom, or similar tools.
- Ability to work independently and collaborate effectively with internal teams.
Preferred Qualifications- Experience with SaaS products or business management software.
- Familiarity with retail, point-of-sale, inventory management, or service scheduling.
- Experience with CRM, customer support, or onboarding platforms such as Zoho or HubSpot.
- Familiarity with learning management systems, Canva, Product Fruits, or similar tools.
- Experience creating instructional videos, webinars, and interactive tutorials.
- Previous experience developing structured onboarding or software training programs.
Salary range: $85,000 - $95,000 USD
