Onboarding & Training Coordinator

mattilda.; Bogotá; On-site; COP 227,152,267 - 302,869,690; Full time

Benefits offered by this job

Professional growth opportunities

Competitive compensation and benefits package

Contribution to the improvement of education

Job summary

A dynamic education technology firm in Bogotá is seeking an Onboarding & Training Manager to lead its customer onboarding and education strategy. This role is vital for ensuring smooth transitions for new schools, focusing on driving adoption and reducing time-to-value. Responsibilities include designing scalable onboarding frameworks, overseeing coordinators, and collaborating with Product and Operations. Candidates should possess a bachelor’s degree, 4+ years of experience in B2B SaaS or EdTech, and strong analytical skills. The role offers competitive compensation and opportunities for professional growth.

Qualifications

• 4+ years of experience in customer onboarding, implementation, or training management in B2B SaaS or EdTech.
• Proven ability to lead distributed teams and manage multiple country operations simultaneously.
• Strong process design and analytical skills.

Responsibilities

• Design and execute Mattilda’s global onboarding and training framework.
• Oversee onboarding and education coordinators ensuring SLA compliance.
• Monitor and optimize activation metrics such as Time-to-Value (TTV).
• Develop customer education programs that blend live sessions and video tutorials.
• Collaborate with Product and Engineering.
• Leverage automation and AI to eliminate manual processes.
• Report performance data through dashboards and monthly reviews.

Skills

Customer onboarding experience

Process design

Team leadership

Analytical skills

Communication skills

Advanced English proficiency

Education

Bachelor’s degree in Business, Education, Operations, or related field

Tools

CRM and onboarding tools (HubSpot, Gainsight, Intercom)

Job description

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The Onboarding & Training Manager leads Mattilda’s global customer onboarding and education strategy. This role ensures that every new school transitions seamlessly from contract to activation — driving early adoption, reducing time-to-value, and setting the foundation for long-term success.

As a key member of the Customer Success leadership team, this role will design scalable onboarding frameworks, manage coordinators and training programs across countries, and collaborate closely with Product and Operations to embed learning directly into the Mattilda platform.

Key Responsibilities

• Design and execute Mattilda’s global onboarding and training framework segmented by country, customer type, and product line.
• Oversee onboarding and education coordinators, ensuring SLA compliance, high customer satisfaction, and consistent delivery quality.
• Monitor and optimize activation metrics such as Time-to-Value (TTV), onboarding completion, and early churn (<90 days).
• Develop customer education programs that blend live sessions, video tutorials, and in-product learning for scalable enablement.
• Collaborate with Product and Engineering to embed onboarding flows and help resources directly into the Mattilda platform.
• Leverage automation and AI to eliminate manual processes, shorten onboarding cycles, and improve standardization.
• Report performance data through dashboards and monthly reviews, driving continuous improvement and efficiency across regions.

Requirements

• Bachelor’s degree in Business, Education, Operations, or related field.
• 4+ years of experience in customer onboarding, implementation, or training management in B2B SaaS or EdTech.
• Strong process design and analytical skills, with the ability to translate insights into scalable workflows.
• Proven ability to lead distributed teams and manage multiple country operations simultaneously.
• Familiarity with CRM and onboarding tools (HubSpot, Gainsight, Intercom, or equivalent).
• Excellent communication and presentation skills.
• Advanced English proficiency (written and spoken).

Core Competencies

• Process excellence and operational scalability.
• Customer activation and adoption focus.
• Data-driven problem solving.
• Cross-functional collaboration (Product, Ops, Tech).
• Automation and continuous improvement mindset.

What we offer

• Opportunity for professional growth within a dynamic and innovative team.
• Competitive compensation and benefits package.
• Contribution to the improvement of education through impactful solutions.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Human Resources