Job Title: Customer Onboarding and Training Specialist
Reports to: Manager of Customer Success
Department: Post-Sale Services
Company: SimpleConsign
Type: Full-time/Salaried
Hours: Monday-Friday 9am-5pm
Location: Columbia, MO (on-site) or Remote
About Us:
SimpleConsign is a leading provider of innovative and user-friendly SMB B2B software solutions designed to streamline inventory management and enhance resale operations. Our suite of products caters to the unique needs of small and medium-sized businesses, empowering them to thrive in the dynamic market landscape. As we continue to grow, we are seeking an enthusiastic and detail-oriented Customer Onboarding and Training Specialist to join our team to ensure our customers achieve rapid success and maximize value from our platform.
Job Description:
The Customer Onboarding and Training Specialist plays a critical role at SimpleConsign, serving as the primary guide for new customers from the moment they sign-up through their successful transition to using SimpleConsign full-time. This role combines the heart of a teacher with the precision of a project manager, ensuring each customer receives comprehensive training and support tailored to their unique store environment—whether consignment, buy outright, or dealer mall. You will be responsible for managing the entire customer journey through onboarding, including working closely with our data migration team and setting customers up for long-term success with our platform.
Responsibilities:
- Customer Onboarding Management: Own the complete onboarding journey for new customers, guiding them from initial signup through graduation (typically within 4 weeks), including brand new stores, existing customers expanding to new locations, migrations from other software, and store ownership transfers
- Settings Configuration & Review: Guide customers through completing critical software settings including Company and Location configuration, splits, taxes, etc.; conduct routine reviews of customer settings to track completion progress and schedule settings review appointments
- Comprehensive Training Delivery: Conduct Cashier Training and Manager Training through multiple formats including 1-on-1 appointments, live group training sessions, webinars, and pre-recorded training resources; host occasional public webinars to educate prospective and current customers; tailor training approach to each customer's learning style and operational needs
- Data Migration Coordination: Manage data conversion projects for customers migrating from competing software, including coordinating with customers weekly, scheduling migration appointments, conducting questionnaire reviews, and ensuring successful data migration
- Hardware & Integration Support: Guide customers through hardware ordering decisions (receipt and label printers), schedule and conduct hardware setup appointments, and coordinate credit card processing integrations and other optional integrations like Shopify and QuickBooks Online
- Technical Support Assistance: Provide occasional software and hardware support to customers as needed, troubleshooting technical issues and working collaboratively with the Technical Support team to resolve customer concerns
- Customer Communication & Documentation: Manage email workflows based on onboarding milestone progress; respond to customer email and phone calls in a timely fashion; maintain detailed notes on each customer's progress and specific needs; create and update training materials and documentation
- Customer Success Handoff: Train customers on proper support etiquette (providing complete information, avoiding ticket spam, practicing patience); ensure smooth graduation from onboarding to ongoing support team; document customer-specific preferences and outstanding items for seamless transition
- Process Improvement: Contribute feedback and insights to continuously improve the onboarding process, training materials, and customer experience
Requirements & Qualifications:
- BA/BS degree or similar college-level education
- Minimum of 1-2 years experience in customer training, onboarding, education, or similar customer-facing roles
- Strongly preferred: Previous experience with POS software, resale/consignment software, or hands-on work in a consignment or retail store environment
- Heart of a teacher with genuine passion for helping others learn and succeed
- Strong cross-team collaboration skills with ability to work closely with Sales, Support, and Marketing teams to ensure seamless customer experience
- Experience with CRM platforms like Salesforce and other CS tooling
- Extremely detail-oriented with exceptional organizational and project management skills
- Outstanding note-taking abilities and documentation discipline
- Comfortable presenting to groups and creating engaging educational content
- Technical aptitude with ability to troubleshoot both software and hardware issues
- Comfortable managing multiple concurrent onboarding projects with varying timelines and customer needs
- Proficient with remote support tools and comfortable providing technical guidance via screen sharing
- Excellent verbal and written communication skills with ability to explain complex concepts in clear, accessible language
- Comfortable adapting training delivery style to accommodate different learning preferences and technical skill levels
- Strong scheduling and time management abilities to coordinate multiple customer appointments daily
- Proficient in both Windows and Mac environments, as well as web browsers and their extensions
- Comfortable troubleshooting hardware issues with receipt and label printers
- Self-motivated with ability to maintain daily and weekly task routines independently
Compensation:
The salary range for this position is $50,000-$53,000 per year.
Benefits:
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision benefits.
- 401(k) retirement savings plan with 6% company matching.
- Professional development opportunities. Collaborative and innovative work environment.
If you're a natural teacher with exceptional organizational skills, a passion for customer success, and the ability to guide customers through complex software implementations, we invite you to apply for the Customer Onboarding and Training Specialist role at SimpleConsign. Help us empower small and medium-sized businesses to transform their retail operations!
