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 exp…