Client Onboarding and Training Lead

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Uniform Solution, part of the Fullsteam organization, is seeking a Client Onboarding and Training Lead who is passionate about delivering exceptional service and creating outstanding client experiences. This key role is responsible for leading effective client onboarding and training, accelerating product adoption, and empowering clients to get the most value from The Uniform Solution’s comprehensive suite of software and services built specifically for uniform retailers and distributors.

With a background in software onboarding, training, and client communications, the Client Onboarding and Training Lead will develop a deep understanding of our solutions and work closely with cross-functional, client-facing teams to ensure a seamless client experience. Through proactive communication, engaging training, and a commitment to client success, this individual will help strengthen client relationships, build client advocacy and referrals, and drive long-term retention.

The Uniform Solution offers a comprehensive technology platform designed to meet the unique needs of uniform retailers and distributors. Our solutions include a market-leading point-of-sale system, inventory control, order management, integrations with leading industry vendors and manufacturers, fully integrated in-house payment processing, eCommerce solutions, and much more. Together, these capabilities help our clients streamline operations, improve efficiency, and grow their businesses.

We value in-office collaboration and team partnership; this is primarily an on-site role, based out of our Richardson, TX office.  After initial onboarding, this role is eligible to work remotely 1 day each week.

Primary Responsibilities:

• Design and deliver the customer implementation and onboarding process for all facets of our suite of solutions
• Manage and conduct onboarding and training sessions with new clients
• Understand client context and goals, and provide guidance and product information to best serve those goals
• Educate clients and work with them to optimize their product set up for the quickest path to success
• Provide and host ongoing training opportunities for clients, improving product adoption and client retention, and helping foster positive client relationships
• Create and provide materials to help clients learn best practices to better achieve their desired outcomes
• Lead strategic communications efforts to clients, which may take the form of newsletters, best practice recommendations, release announcements, and more
• Identify solutions for optimizing the client onboarding process and collaborating with cross-functional team members to implement them

Other Duties and Responsibilities:

• Process improvement:  contribute to designing, planning, and executing paths to improved CX in the context of client onboarding, training, and communication realms
• Solution knowledge:  learn and become adept with our suite of solutions, building a working knowledge of both end user experiences and configuration options
• Work alongside our Support team, as needed
• Occasional travel possible for on-site training

Minimum Qualifications:

• 2-3+ years’ experience in customer onboarding, training, customer service and support; delivery of these items in through a SAAS based software solution
• 2-3+ years Windows Troubleshooting
• Experience with GuideCX, Hubspot, or Jira preferred
• eCommerce and domain knowledge preferred
• Hands on retail experience is a +
• Ability to troubleshoot hardware like printers, credit card terminals, routers, or Windows PC’s

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.