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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 integral 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

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📌 Onboarding & Training Coordinator (Bogotá)
🏢 Mattilda
📍 Bogotá