Senior Onboarding & Training Specialist

Department: Operations

Employment Type: Permanent - Full Time

Location: Cape Town - Foreshore

Reporting To: Implementations & Onboarding Manager

We are looking for a Senior Onboarding & Training Specialist who will be strategically responsible for designing, developing, and scaling high impact onboarding and training programs that drive product adoption and long term customer success. This role focuses on program ownership, cross functional collaboration, and learning strategy. As a product subject matter expert (SME), you will partner with Product, Sales, and Customer Support to support product launches, customer onboarding, and internal enablement initiatives.

Success in this role is defined by the ability to build scalable learning experiences, leverage data to continuously improve programs, and align training initiatives with business and customer outcomes.

• Lead the development and execution of onboarding and training strategies that drive adoption and retention
• Design and manage scalable onboarding programs across customer segments (e.g., law firms, academic institutions, enterprise clients)
• Develop structured onboarding plans for complex implementations, including data migrations and product transitions
• Own and formalize strategic programs, including academic partnerships and external training initiatives

• Act as a product SME and trusted advisor to internal teams
• Partner with Product, Sales, and Customer Support to support product launches and go to market initiatives
• Collaborate with stakeholders to align training programs with business objectives and customer needs
• Support internal enablement through training and knowledge sharing

• Design, develop, and maintain LMS-based training content and on demand learning programs
• Create engaging, scalable learning experiences using modern instructional design principles
• Determine the optimal mix of live vs. self guided training to maximize impact and efficiency
• Develop structured learning paths tailored to different audiences

• Define and track KPIs to measure training effectiveness and program success
• Use customer feedback, product usage data, and analytics to continuously improve training programs
• Ensure content remains relevant, up to date, and aligned with product evolution
• Manage multiple projects and priorities in a fast paced, evolving environment

• Experience building and scaling onboarding workflows and operational processes
• 2+ years' experience in onboarding operations (ideally within a SaaS or legal tech environment)
• Experience facilitating client demos and training sessions (virtual and in person)
• Strong instructional design and learning program development capabilities
• Proficiency with LMS platforms and content creation tools (e.g., Camtasia, Articulate, Loom)
• Experience with training delivery tools (e.g., Zoom, WebEx)
• Data driven approach with ability to define and track KPIs
• Strong attention to detail and organizational skills
• Highly adaptable and comfortable working in a fast changing environment
• Proactive, hands on, and action oriented mindset
• Strong problem solving and critical thinking abilities
• Excellent communication, presentation, and interpersonal skills
• Collaborative team player with a track record of achieving shared goals
• Operates with humility, integrity, and professionalism

Competitive salaries and comprehensive benefits including healthcare, pension, company discounts, wellness programs, and paid days off for moving or volunteering.

Applicants based in South Africa must have the legal right to live and work in South Africa; proof will be required during the recruitment process.