Onboarding & Training Specialist

Dye & Durham; Toronto; On-site; CAD 60,000 - 80,000; Full time

Job summary

Dye & Durham is seeking an Onboarding & Training Specialist to guide new clients in the legal industry. This role involves delivering engaging training and resources, collaborating across teams, and continually updating programs based on user feedback. Ideal candidates will have a strong background in customer support and knowledge of legal practices.

Benefits

Healthcare

Pension plan

Company discounts

Wellness programs

Paid volunteer days

Qualifications

• Experience in onboarding or training in a client-facing role, preferably in SaaS or legal technology.
• Strong presentation skills with experience in virtual training sessions.
• Ability to adapt training for varying audience knowledge levels.

Responsibilities

• Lead onboarding for new customers to ensure a smooth transition onto the platform.
• Facilitate training sessions and create training materials based on user needs.
• Monitor program performance and adapt strategies based on feedback.

Skills

Customer support

Training

SaaS experience

Legal industry knowledge

Presentation skills

Collaboration

Digital tools proficiency

Tools

Web-Ex

LMS platforms

Screen recording software

CRM systems

Job description

We are looking for an enthusiastic and customer-focused Onboarding & Training Specialist to join our team. In this role, you will be the first point of contact for new clients in the legal industry, guiding them through onboarding and product adoption. You’ll deliver engaging one-on-one and group training sessions, build scalable training resources, and continuously evolve our training programs using data insights and customer feedback.

This is a highly collaborative role requiring close coordination with Sales, Customer Support, and Product teams. The ideal candidate will have a background in or familiarity with the legal industry, be comfortable navigating ambiguity, and demonstrate a passion for helping clients succeed through tailored training and support.

Key Responsibilities

• Lead the onboarding process for new customers across some of D&D flagship products, ensuring a smooth and supportive transition onto our platform.
• Facilitate personalized one-on-one and group training sessions, both live and recorded, to educate clients on product features and best practices.
• Collaborate cross-functionally with Sales, Customer Support, and Product to ensure training aligns with customer goals and company offerings.
• Create and maintain high-quality training materials, including written guides, recorded tutorials, and webinar content.
• Monitor training program performance through data such as registration rates, attendance, survey feedback, and product usage to inform continuous improvement.
• Adapt training strategies to accommodate varying levels of legal industry knowledge and technical proficiency among users.
• Manage multiple onboarding projects simultaneously while maintaining a high level of organization and attention to detail.
• Serve as a trusted advisor to customers, addressing questions and managing ambiguity with confidence and professionalism.
• Stay current with legal industry trends and evolving customer needs to ensure training remains relevant and effective.

Skills, Knowledge & Expertise

• Experience in onboarding, training, customer support, or a related client-facing role, preferably in SaaS or legal technology.
• Familiarity with the legal industry—either through direct experience or relevant training—is strongly preferred.
• Strong presentation and facilitation skills, with experience leading virtual sessions.
• Excellent written and verbal communication skills.
• Ability to create engaging training content and documentation using modern tools.
• Comfortable working in a fast-paced, evolving environment and managing ambiguity with customers.
• Strong collaboration skills and ability to work effectively across teams.
• Proficient in using and learning digital tools and platforms for content creation, training delivery, and customer interaction.

Additional Experience :

• Experience working with legal professionals or law firms.
• Knowledge of adult learning principles or instructional design.
• Familiarity with tools like Web-Ex, LMS platforms, screen recording software (e.g., Loom, Camtasia), and CRM systems.

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favorite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today
• We are passionate about solving our customer's challenges
• Our ideas break boundaries
• We value different perspectives and encourage dialogue
• We take ownership and celebrate together

Dye & Durham is a global leader in legal technology. The company’s three categories of integrated solutions – practice management, data insights and due diligence, and client onboarding – give solicitors the essential tools they need to run their firms, from client acquisition to case management and legal accounting, and everything in between.

Trusted by thousands of legal practitioners globally, Dye & Durham helps law firms achieve more growth with less effort.

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