Customer Training Specialist | Housing

About the role

You will own the end-to-end onboarding experience for new and existing clients at EliseAI, ensuring they achieve product proficiency and long-term success. You will design and conduct tailored training sessions that translate complex platform capabilities into clear, actionable steps for diverse users in housing and healthcare. This role requires you to act as a trusted advisor, listening deeply to client needs and translating them into internal product improvements and training enhancements. You will collaborate directly with the Director of Customer Success and cross-functional teams to shape onboarding strategies that drive adoption and retention. A core part of this position involves proactively gathering feedback, identifying pain points, and implementing iterative improvements to the training journey. You will represent the voice of the customer throughout the product lifecycle, influencing roadmap decisions and feature development. This position demands comfort with fast-paced execution, ambiguity, and a willingness to build processes from the ground up as the company scales rapidly. If you thrive in ownership-driven environments and care deeply about customer outcomes, this role is built for someone who wants to build something massive.

Key facts

What you'll do

Conduct discovery calls with prospective clients to assess fit and outline tailored onboarding plans that align with their operational goals.

Design standardized onboarding playbooks and workflows that streamline how new customers adopt EliseAI products in housing and healthcare.

Deliver engaging, live training sessions via virtual workshops and in-person meetings, adapting content to different learning styles and technical backgrounds.

Build and maintain an up-to-date library of training materials, including step-by-step guides, video tutorials, and job aids for internal and external use.

Partner with product and engineering teams to synthesize customer feedback and turn insights into actionable improvements for the user experience.

Establish key performance indicators for onboarding success, such as time-to-value, feature adoption rates, and customer satisfaction scores.

Lead Q&A segments during training, troubleshoot product issues in real time, and escalate complex technical questions to the appropriate internal specialists.

Coordinate scheduling and logistics for multi-stakeholder onboarding programs, ensuring alignment across property teams, healthcare providers, and internal partners.

Champion continuous learning by staying current on feature releases, industry regulations, and best practices in customer education and enablement.

Act as a strategic partner to clients post-launch, supporting advanced use cases and identifying expansion opportunities within existing accounts.

Requirements

Bring 4 or more years of hands-on experience in customer-facing roles, with a strong background in customer success, training, teaching, or facilitation.

Demonstrate a proven willingness to travel as needed to facilitate in-person training sessions with clients across different locations.

Showcase exceptional communication and presentation abilities, capable of explaining intricate product details in a clear, concise, and engaging way.

Display technical aptitude and the eagerness to quickly master complex software systems, becoming proficient enough to train others on core workflows.

Highlight experience creating educational content such as video tutorials, written documentation, and interactive guides that improve user understanding.

Prove a track record of developing trusted advisor relationships with customers, listening actively, and responding to their evolving needs.

Exhibit strong organizational skills, with the ability to manage multiple onboarding projects, deadlines, and stakeholder expectations simultaneously.

Commit to working in person with your team for 4 to 5 days each week to foster collaboration, alignment, and team cohesion.

Nice to have

Prior experience working within the housing or healthcare sectors, giving you context for the industries you will serve.

Experience with learning management systems or training platforms that track completion and engagement metrics.

A background in startups or high-growth environments where you have worn multiple hats and adapted quickly to changing priorities.

Practical notes

This role operates on a full-time schedule with expectations for in-office work 4 to 5 days per week in New York City.

Relocation packages are available to support candidates who need assistance with moving expenses and transition logistics.

Travel may be required on an as-needed basis to conduct client training sessions in different cities and facilities.

This position reports to the Director of Customer Success and is part of a growing customer success organization.