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About the Role

The Onboarding & Training Specialist is responsible for designing, developing, and scaling onboarding and training programs that drive product adoption, customer success, and long-term client retention. This role partners closely with Product, Sales, Customer Support, and other key stakeholders to deliver effective customer onboarding experiences, support product launches, and enhance internal enablement initiatives. Success is measured through onboarding effectiveness, training engagement, customer adoption, program scalability, and overall customer satisfaction.

Responsibilities

Lead the development and continuous improvement of onboarding and training programs that drive customer adoption, engagement, and retention.
Design and deliver scalable onboarding experiences for a variety of customer segments, including law firms, academic institutions, and enterprise clients.
Develop onboarding plans for complex implementations, product migrations, and customer transitions.
Serve as a product subject matter expert, providing guidance and support to customers and internal stakeholders.
Partner with Product, Sales, and Customer Support teams to support product launches, feature rollouts, and customer enablement initiatives.
Design, develop, and maintain engaging training materials, learning paths, and LMS-based content.
Deliver virtual and in-person training sessions, demonstrations, and knowledge-sharing programs.
Create self-service learning resources, including videos, guides, tutorials, and interactive content.
Monitor training effectiveness through customer feedback, usage data, and key performance metrics.
Continuously update and enhance training content to reflect product enhancements and evolving customer needs.
Manage multiple projects and priorities while ensuring high-quality deliverables and positive customer outcomes.
Contribute to continuous improvement initiatives that enhance the customer experience and support business objectives.

Requirements

2+ years of experience working with Unity products, including Unity, E-core, UEM, ACL, or similar solutions.
Experience supporting customer onboarding programs, preferably within a SaaS, legal technology, or software environment.
Experience scaling onboarding workflows, operational processes, and customer enablement initiatives.
Demonstrated experience facilitating client demonstrations and delivering engaging training sessions in both virtual and in-person settings.
Strong instructional design, curriculum development, and learning program creation capabilities.
Proficiency with Learning Management Systems (LMS) and content creation tools such as Camtasia, Articulate, Loom, or similar platforms.
Experience using virtual training and collaboration tools such as Zoom, WebEx, or equivalent technologies.
Data-driven mindset with the ability to define, measure, and report on key performance indicators (KPIs) and training effectiveness.
Strong organizational skills with exceptional attention to detail and the ability to manage multiple priorities simultaneously.
Excellent communication, presentation, facilitation, and interpersonal skills.
Strong stakeholder management skills with the ability to build trusted relationships across teams and customer groups.
Proven ability to collaborate effectively with cross-functional teams to achieve shared business objectives.
Strong analytical, problem-solving, and critical-thinking capabilities.
Highly adaptable and comfortable working in a fast-paced, evolving environment.
Proactive, hands-on, and action-oriented approach with a strong sense of ownership and accountability.
Customer-focused mindset with a passion for delivering exceptional onboarding and learning experiences.
Commitment to continuous learning, process improvement, and innovation.
Demonstrated professionalism, integrity, humility, and a collaborative team-oriented approach.

Skills

Unity products
SaaS
Legal technology
Software
Instructional design
Curriculum development
Learning program creation
Learning Management Systems (LMS)
Camtasia
Articulate
Loom
Zoom
WebEx
KPIs
Stakeholder management
Cross-functional collaboration
Analytical skills
Problem-solving
Critical-thinking

Work Type

Virtual
In-person

Experience Level

2+ years

Salary/Compensations

Up to $65K

Benefits

Internal and external training opportunities
Competitive salaries
Healthcare
Pension
Company discounts
Wellness programs
Paid days off to move house
Paid days off to volunteer

About the Company

Dye & Durham is a leading global provider of cloud–based software and technology solutions, providing critical information services and workflows used by clients worldwide.
The company is focused on customer excellence and employee growth.
It offers rewarding opportunities for those with legal, tech, financial services and government relations expertise.
Clients include major law firms, financial service institutions and government organizations in Canada, the United Kingdom, Ireland, South Africa and Australia.

Equal Opportunity

We ask how tomorrow can be better than today
We are passionate about solving our customer's challenges
Our ideas break boundaries
We value different perspectives and encourage dialogue
We take ownership and celebrate together