Were seeking a Customer Learning Associate who will be responsible for ensuring that we have the materials in place to allow our customers to know how our tools can work for them and is passionate about scaling client outcomes through process documentation, enablement content, and knowledge-sharing resources. This role is part of the Customer Delivery team, which is responsible for onboarding, training, and ensuring long-term client success. Your work will directly impact how customers adopt us at scale and how our internal teams deliver consistent, high-quality experiences. You will be instrumental in building and evolving our knowledge base, onboarding programs, and internal enablement processes to ensure both clients and our teams can learn, adapt, and scale efficiently.
Responsibilities:
Develop and maintain documentation that our customers will use to understand our products functionality. This includes implementation guides, training materials, knowledge base articles, and client playbooks for both audit and lease modules.
Use your training and enablement expertise to improve our company-led customer training activities. You will collaborate with our product and services experts to make the best-fit onboarding and training materials for our customers.
Design and deliver modern, scalable content that keeps our customers up to date as we expand our product functionality. Select the appropriate medium(s) for delivery: emails, webinars, live trainings, and edited videos.
Gather feedback from customer engagements and internal teams to refine content and improve the overall customer learning experience.
Collaborate cross-functionally with Product, Support, and Customer Success to ensure client-facing resources stay current and impactful.
Requirements: 3+ years of relevant experience in instructional design, education, customer enablement, or onboarding.
A technical mindset. We sell accounting software to accountants, and you will be learning specialized technical products.
Proven ability to create clear, well-structured learning materials and instructional content across multiple media: written, recorded video, live-delivered lessons, etc.
Strong project management and communication skills, with experience organizing and delivering cross-functional initiatives on complex topics.
Experience with modern documentation and enablement tools (e.g., Zendesk, AppCues, LMS platforms) and familiarity with other SaaS platforms used in accounting.
Experience working at or with audit, advisory, or consulting firms.
Familiarity with us, CaseWare, or similar audit or lease automation platforms.
Background in developing internal enablement systems or onboarding frameworks for technical users.
This position is open to all candidates.