Customer Onboarding Specialist (remote - CAD/new users)

Job Locations US
Posted Date 5 days ago(9/23/2021 4:52 PM)
Job ID


What’s in it for you?


Vectorworks, Inc. is looking for an onboarding specialist who will be responsible to effectively implement and follow up on the onboarding process of new customers to our software. The Onboarding Specialist will assess the needs and requests of new customers and will supply the training and support necessary to guarantee their initial success.


The onboarding process includes analyzing the client requirements and level of knowledge in our software, developing and managing a strategy to ensure the correct installation and setup of the software, including a learning path and support to ensure the success of our users.



In this role, you should expect to:

  • Partner with Sales and the Customer Account Managers to ensure customers have a great first experience with Vectorworks
  • Coordinate and execute onboarding related activities with customers via phone, online or email
  • Provides the initial contact as needed to outline the setup process and find the training and support resources
  • Analyzes client requirements
  • Provides quality and timely responses to the different onboarding activities
  • Provides level 1 support/training via phone and email
  • Provides onboarding related training
  • Works closely with the Customer Account managers to understand the user needs and opportunities
  • Works with the R&D and QRT team, as needed to resolve support issues
  • Tracks onboarding activities and provides ongoing feedback to Customer Success director
  • Assist in uploading and managing training content for the Vectorworks University
  • Use of discretion and professional judgment to deliver timely solution of problems in order to ensure customer satisfaction, eliminate downtime, and prevent cost overruns
  • Travel to client sites and other company sponsored events (Up to 10% travel may be required once travel restrictions are lifted per official health regulations.)


Why do you want this job? Because you are:


  • Able to use Vectorworks software and/or two or more CAD software products
  • A relationship-builder who wants to develop a lasting rapport with customers
  • A self-starter who can flourish under pressure in a fast-paced environment and who can deliver effective training and software demonstrations
  • A problem solver with the ability to prioritize incoming calls, troubleshoot, and work in a support database by documenting calls, issues, and questions for future referral

Why do we want you? Because you have:


  • A minimum of a high school diploma or GED equivalent is required
  • An Associate’s Degree, preferably in the Computer Sciences, or equivalent technical training and/or work experience
  • A minimum of 1-year experience in a technical help desk environment
  • Proficient knowledge of Window and/or Macintosh operating systems
  • Excellent interpersonal and communication (verbal and written) skills
  • The ability to obtain a thorough working knowledge of all Vectorworks software applications

Extra Credit:

  • At least 2 years of experience working with Vectorworks software
  • At least 2 years of industry related experience (architectural, landscape, or entertainment design industries)
  • Work experience teaching CAD or similar software products
  • Exposure to two or more CAD software products such as Sketchup, Rhino3D, AutoCAD, SOLIDWORKS, Bluebeam, MicroStation, or ArcGIS


Vectorworks Inc. is an Equal Opportunity/Affirmative Action Employer



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