• Job Description

  Req#: R45699
  Job Description:
  
  The Training & Onboarding Specialist plays a key role in ensuring new customers are set up for long-term success. The specialist achieves this by delivering clear, engaging, and effective onboarding experiences. The role combines technical product knowledge, instructional delivery, and customer relationship skills to guide users through setup, training, and early adoption. While the current focus is on delivering consistent onboarding experiences, this role is expected to evolve as the company expands its learning offerings and refines customer success strategies.
  
  As a 100% remote company, CampSite offers flexibility and work-life balance while promoting a culture of continuous learning and growth with ample opportunities for professional development. Honesty and trust form the foundation of our company culture. We believe in transparent communication, fostering an environment where every team member feels heard, respected, and valued.
  
  Customer service is a fundamental pillar of our company. We are passionate about building long-lasting relationships with our clients and providing unparalleled support. We go above and beyond to ensure their success and satisfaction, understanding that their achievements directly reflect on our own. Every employee at CampSite has the opportunity to make a real impact, contributing their unique skills and ideas to shape the future of our organization and the summer camp industry as a whole.
  
  Responsibilities:
  
  • Deliver Training & Onboarding: Serve as the dedicated representative for assigned Camps/Clients. Meet with new Camps/Clients to assess their program information and how it translates to the functionality within CampSite. Provide engaging, one-on-one virtual training for a rotating book of assigned Camps/Clients. Lead onboarding and product training sessions tailored to customer use cases and goals.
  • Develop and Maintain Training Materials: Create and maintain training materials, onboarding templates, and documentation. Assist with content development to refine and improve course curriculum as needed.
  • Manage Customer Relationships During Onboarding: Serve as the primary point of contact during the customer onboarding phase. Build strong relationships with customers, ensuring trust and 100% satisfaction. Monitor customer progress and engagement during onboarding, proactively addressing questions or concerns. Analyze new Camp/Client data for migration from their existing system and reconfigure data to import into CampSite.
  • Internal Collaboration: Partner with Sales, Implementation, and Support teams to ensure a seamless handoff and consistent customer experience. Collaborate with members from various departments within the Company to ensure training content is accurate, relevant, and effective. Identify and escalate any customer risks or roadblocks during onboarding.
  • Product Feedback & Review: Share customer feedback and functionality requests with appropriate teams, such as the Product Management team. Participate in internal product training to stay current on new features and workflows. Review and test new product functionality.
  • Process Improvement & Administration: Collect feedback on the onboarding process to inform improvements in training content and delivery. Support the ongoing development of scalable onboarding programs, including self-service content and group training formats. Maintain detailed records of onboarding activities, timelines, and customer milestones
  
  
  Education: Bachelor's Degree or relevant experience
  
  Experience & Knowledge:
  
  • 1-3 years of experience in customer onboarding, training, implementation, or a related customer-facing role. Experience in SaaS or software training is preferred. Technical experience is preferred.
  • Communication: Excellent written, verbal, and interpersonal communication skills are required. Strong presentation and facilitation skills are necessary. Demonstrated ability to explain technical concepts to non-technical audiences is essential. The ability to quickly diagnose customer issues, provide seamless resolutions, and effectively share this information with other team members is required.
  • Problem Solving: Strong problem-solving abilities and technical troubleshooting skills are essential, including the ability to quickly diagnose customer issues and provide seamless resolutions. Conflict management skills are also noted.
  • Work Style: Must be a self-starter with a strong work ethic and superior attention to detail. Demonstrated ability to manage multiple tasks and priorities effectively and the ability to work independently on multiple projects simultaneously with minimal direction are required.
  • Customer Focus: Empathy, patience, a customer-first mindset, and being friendly and outgoing are key traits.
  • Technical & Software Skills: Strong knowledge of Microsoft Excel is required. The ability to learn new programs quickly is essential. Technical experience is preferred. Familiarity with SaaS products and customer lifecycle concepts is preferred.. Experience with CRM or help desk tools such as Zendesk, Salesforce or similar systems is strongly preferred.
  • Industry Knowledge (Preferred): Knowledge of Day & Residential Summer Camp administrative processes is a big plus.
  
  #LI-PP1
  
  Business Unit:
  Campsite
  Scheduled Weekly Hours:
  40
  Number of Openings Available:
  1
  Worker Type:
  Regular
  More About Jonas Software:
  
  Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.
  
  Jonas' vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of 'Software for Life' and as an ambassador for technology, product innovation, quality, and customer service.
  
  Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

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