Implementation Specialist / Customer Onboarding Specialist

Role Description This part-time, remote Implementation Specialist / Customer Onboarding Specialist role focuses on guiding new clients through the successful setup and adoption of Training Lab’s solutions. Day-to-day responsibilities include coordinating onboarding activities, configuring software according to client requirements, and ensuring data and workflows are accurately set up. The role involves leading discovery sessions, documenting business processes, delivering product walkthroughs, and providing training to end users and administrators. The specialist will troubleshoot implementation issues, collaborate with internal product and support teams, and monitor onboarding milestones to drive customer satisfaction and long-term engagement. Regular follow-up with clients to gather feedback, refine implementation plans, and support continuous improvement is also expected.

Qualifications

• Candidates should possess strong Software Implementation skills, including system configuration, data setup, and process mapping.
• Candidates should possess Customer Service and Customer Satisfaction skills, with a focus on building trust, managing expectations, and supporting successful onboarding.
• Candidates should possess clear and professional Communication skills, both written and verbal, for client-facing interactions and internal collaboration.
• Candidates should possess Analytical Skills to understand client requirements, interpret data, and propose effective solutions.
• Experience with SaaS platforms, learning management or training systems, and basic technical troubleshooting is beneficial.
• Strong organizational and time-management abilities, with comfort working independently in a remote, part-time environment.
• Prior experience in implementation, onboarding, customer success, or consulting roles is an advantage.
• Relevant education or training in business, information systems, education technology, or a related field is preferred but not required.