Note: The job is a remote job and is open to candidates in USA. MadCap Software develops software solutions for content creation, collaboration, publishing, management, and analytics and reporting. The Onboarding Consultant (L&D) partners with customers to implement learning and development products through virtual training, consulting, and strategic discussions, while managing relationships, project workstreams, timelines, budgets, and issue resolution.
Responsibilities
- Implement MadCap’s L&D product offerings for new customers
- Manage customer relationships throughout implementation, including client health, communication, and expectation management
- Lead customer calls, guide discussions, and maintain forward momentum throughout the implementation process
- Align customer goals with platform capabilities, implementation scope, and business priorities
- Build strong customer relationships through presence, empathy, and confident guidance
- Coach customers on product implementation, best practices, and key decision-making
- Apply sound judgment, critical thinking, and adaptability when responding to customer needs and project challenges
- Manage implementation workstreams using a balance of strategic planning, tactical execution, and creative problem-solving
- Identify customer advocates and build alignment to support successful implementation outcomes
- Facilitate issue resolution through effective negotiation, escalation, and collaboration
- Advocate for customers while balancing MadCap’s business priorities, company strategy, and sound judgment
- Manage implementation budgets, timelines, and contract considerations during the implementation phase
- Communicate progress, risks, and decisions clearly to internal and external stakeholders
- Escalate issues appropriately and use internal processes and resources to drive resolution
- Seek support when needed to ensure successful customer outcomes
- Contribute to the development, maintenance, and delivery of training materials, courses, and processes
- Collaborate with team members and provide support as needed to achieve shared goals
Skills
- Experience in the Learning and Development industry, including familiarity with L&D concepts, practices, and perspectives
- Experience with web-based and instructor-led learning development and Learning Content Management Systems
- Foundational knowledge of Create and Syndicate, including platform capabilities, common implementation considerations, and recent product enhancements
- Ability to translate platform capabilities into practical business solutions
- Ability to understand and clearly communicate technical concepts and solutions to customers
- Project management experience; agile methodology experience preferred
- Customer-facing experience, including meeting facilitation and stakeholder communication
- Ability to work independently with minimal day-to-day direction
- Experience working with virtual teams across time zones
- Agile methodology experience preferred
Benefits
- Work from home
- Annual bonus
- 100% Employer Paid Medical, Dental and Vision Insurance for Employee Only Coverage
- Employer Match for 401(k) plan
- Employer paid short & long term disability and life insurance
- Flexible PTO Policy + 12 Company paid holidays a year
Company Overview