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 1,700 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.

Diamond Data Systems, part of the Fullsteam organization, is looking for a Client Onboarding and Training Lead who has a passion for providing world class service and experiences for our client community. This is a key role to successfully deliver quality onboarding and training, propel product adoption, and ensure clients are successful leveraging The Uniform Solution, our suite of products and services designed for uniform retailers and distributors. 

With a background in software onboarding, training, & client communications, and by learning our software, the Client Onboarding and Training Lead will be on the front lines with our other client-facing team members to drive positive client experiences, referencability, and client retention.

Part of the Fullsteam family of companies, The Uniform Solution functionality includes, among others: the market-leading Point of Sale solution for uniform retailers and distributors, Inventory Control, Order Management, high-value Connected Features with top vendors and manufacturers in the industry, fully-integrated in-house Payment Processing, eCommerce solutions, and more.

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

Primary Qualifications:

• 1-2 years’ experience in customer onboarding, training, customer service and support; delivery of these items in a software company strongly preferred

• History of success working with SMBs and small business owners

• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their needs

• Proven track record creating positive new client experiences and/or training client end users on software

• Skilled at project management: enjoy keeping information, initiatives, clients, and yourself organized

• 1-2 years Windows Troubleshooting

• Ability to learn quickly, and easily grasp new software applications

• Possess an exceptional ability to communicate clearly and foster positive business relationships

• High emotional intelligence and empathy skills

• A desire to exceed expectations at every turn

• Enjoy working alongside a collaborative and fun team

• Must be able to work on-site in our Richardson, TX office - can be hybrid after 90 days (4 days in office / 1 day at home)

• Bachelor’s degree strongly preferred

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.