Zoom Onboarding Specialist

Job description

Zoom Onboarding Specialist What You Can Expect In this role, you will own the end-to-end onboarding experience for newly contracted customers in Japan, guiding them from kickoff through to a confident handoff to the Customer Success team. You will deliver live administrator and end-user training sessions independently, working directly with customers to drive successful adoption of Zoom Workplace, Zoom Phone, and Zoom Revenue Accelerator. Native-level Japanese fluency and the ability to create and localize training materials from English source content are required for this role. You will report to the US-based Zoom Onboarding Specialist (ZOS) manager and serve as the primary Japan market voice, sharing customer insights and shaping local onboarding processes. About the Team The Zoom Onboarding Specialist team sits within the Customer Success organization and plays a meaningful role in how customers experience Zoom from day one. We partner closely with CSMs, CSAs, Sales, and Renewals teams across Japan and globally to ensure every customer gets the foundation they need to grow and thrive. Our work directly influences product adoption, customer retention, and the long-term success of Zoom’s enterprise relationships. Responsibilities Deliver live customer training sessions, including administrator training, end-user training, and power-pack sessions, independently and with confidence. Own the end-to-end onboarding journey for newly contracted accounts: kickoff coordination, configuration guidance, training delivery, and handoff to CSM/CSA. Create and localize training materials by translating and adapting global English-language resources, including slide decks, guides, and FAQs, into Japanese. Collaborate cross-functionally with CSM, CSA, Renewals, and Sales teams in Japan to ensure seamless customer handoffs and aligned onboarding strategies. Analyze customer onboarding trends and provide actionable feedback to internal stakeholders to uphold quality standards and address evolving product and customer requirements. Communicate proactively with global ZOS leadership, sharing Japan market insights, customer feedback, and proposed process improvements to shape Japan-specific onboarding practices. Partner with Customer Success leadership on an ongoing basis to surface onboarding successes, risks, and areas of opportunity. What We’re Looking For Demonstrated experience delivering live, customer-facing training sessions independently, including facilitation, Q&A management, and session ownership from start to finish. Native-level Japanese fluency, written and spoken, combined with strong English reading comprehension to interpret and localize global source materials. Ability to create and adapt customer-facing training resources, including slide decks, guides, and FAQs, for a Japanese-speaking audience. Experience in a customer-facing role such as Customer Success, Technical Support, or Presales Engineering, or equivalent experience, with a SaaS or UCaaS product context preferred. Proven ability to operate with high autonomy while staying aligned with a globally distributed team across time zones. Strong cross-functional communication skills, with the ability to present to executive and key decision-maker audiences when required. Collaborative, solutions-oriented mindset with the adaptability to thrive in environments where processes, products, and team structures evolve continuously. Ways of Working Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting. Benefits As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information. About Us Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We’re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment. Our Commitment At Zoom, we believe great work happens when people feel supported and empowered. We’re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we’re here to support you at every step. If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed. Our interviews are supported by BrightHire, a tool that helps us create a consistent and thoughtful interview experience and may include recordings. Please refer to our candidate privacy statement for more information of how we use your data.