Customer Onboarding Manager

Join the Revolution at Leonardo.Ai!

Leonardo.Ai is an Australian tech startup. Our mission is to unleash the world's creativity with its groundbreaking AI-powered platform. Almost 2 years after our software launched, we've quickly grown to over 20 million users worldwide.

The role:
The Customer Onboarding Manager empowers users through tailored educational programs and resources. They are responsible for creating and delivering high-quality training content, conducting live sessions, and collaborating with internal teams to ensure users understand the product deeply. This role drives user engagement, adoption, and long-term satisfaction by simplifying complex features and maximising product value for diverse customer segments.

What you'll do:

• Educational Content Creation: Develop, update, and maintain various educational materials, including video tutorials, webinars, user guides, and interactive courses, to support learning preferences and skill levels.

• Live Training Sessions: Conducted engaging and informative live training sessions, workshops, and webinars, demonstrating the product's core features and advanced functionalities to help users achieve their goals effectively.

• Onboarding Program Development: Design and implement a comprehensive onboarding curriculum tailored to new customers, guiding them through key product features, setup processes, and best practices to ensure a smooth start.

• User Feedback and Continuous Improvement: Collect user feedback during training and onboarding sessions, analyse common pain points, and collaborate with product and support teams to refine educational content and improve the user experience.

• Collaboration with Product and Support Teams: Work closely with product managers and support teams to stay up-to-date on new features, updates, and customer feedback, ensuring training content is accurate, relevant, and addresses current user needs.

Success metrics

• Training Completion Rate: Percentage of users who complete the onboarding and training programs, indicating the effectiveness of educational initiatives.

• Customer Satisfaction Score (CSAT) for Training: Satisfaction levels of users who attend live training sessions and use educational resources, highlighting the impact of the training efforts on customer experience.

• Content Utilisation Rate: The usage and engagement rates of educational materials, such as video tutorials, guides, and webinars, are used to assess their relevance and effectiveness.

• Feature Adoption Rate: Increase in usage of specific product features following targeted training sessions, indicating the impact of education on user engagement.

• Customer Retention of Educated Users: Evaluate the retention rate of users who have completed training and onboarding programs, highlighting the long-term value of compelling customer education.

Skill we love:

• Customer Success or Training and Onboarding for a SaaS or software product.

• Experience in designing and implementing onboarding and training programs.

• Strong background in design or experience with design tools

• A strong understanding of instructional design and adult learning principles is desirable.

• Confident public speaker who's comfortable leading live training sessions

•  Excellent communication skills who can simplify complex topics easily

• Engaging and personable to quickly build strong relationships with customers

• Customer-centric mindset that prioritises customer success and satisfaction

• Adaptable and quick learner to swiftly grasp new features

• Project management and creative skills to deliver engaging content to

  onboard enterprise customers

Our culture:

• Inclusive Culture: We celebrate diversity and are committed to creating an inclusive environment where everyone feels valued and empowered. At Leonardo AI, your unique perspectives and experiences are welcomed and essential to our success.

• Flexible Work Environment: We understand the importance of work-life balance. Enjoy the flexibility to work remotely or from our vibrant offices. We have employees all over Australia, ensuring you can thrive personally and professionally.

• Empowering Growth: Your development is our priority. We offer continuous learning opportunities and career growth tailored to your goals. You’ll be encouraged to grow and excel in your career at Leonardo AI.

• Impactful Work: Join us in shaping the future of AI. You'll work on innovative projects that have a meaningful impact, and your contributions will help drive advancements in AI creativity.

What's in it for you?

A range of benefits to set you up for every success in and outside of work. Here's a taste of what's on offer:

• Impact the future of AI

• Private Healthcare

• 20 days annual leave

• Reward package including equity - we want our success to be yours too

• Inclusive parental leave policy that supports all parents & carers with 18 weeks paid leave

• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more

• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally, including remote working abroad

• Support with your professional development

• Fun and engaging company events, both virtual and in-person