Onboarding Consultant (L&D)

About Us

At MadCap Software, we’re at the forefront of developing best-in-class software solutions for content creation, collaboration, publishing, management, and analytics & reporting. More than 10,000 leading organizations around the globe rely on MadCap Software’s solutions to create better content experiences for their customers and employees. Come join our awesome Team!

Propel Your Professional Growth

Every day we refine, iterate, and explore how to make work better for everyone. Join us in creating a better future of work that’s more connected, inclusive and flexible. We offer competitive benefits and compensation plans for our teams in addition to being:

• Connected: We come together — across time zones, regions, offices and screens.
• Inclusive: Our teams reflect the rich diversity of our world, with equitable access to opportunity for everyone.
• Flexible: We believe in the freedom to work when and how you work best, to help us thrive.

Position Summary

Partner with customers to ensure successful implementation of Create and/or Syndicate through live virtual sessions including training, consulting, and strategic discussion.

Responsibilities

• Implement MadCap’s L&D product offerings for new customers.
• Manage customer relationships throughout implementation, including client health, communication, and expectation management.
• Lead customer calls, guide discussions, and maintain forward momentum throughout the implementation process.
• Align customer goals with platform capabilities, implementation scope, and business priorities.
• Build strong customer relationships through presence, empathy, and confident guidance.
• Coach customers on product implementation, best practices, and key decision-making.
• Apply sound judgment, critical thinking, and adaptability when responding to customer needs and project challenges.
• Manage implementation workstreams using a balance of strategic planning, tactical execution, and creative problem-solving.
• Identify customer advocates and build alignment to support successful implementation outcomes.
• Facilitate issue resolution through effective negotiation, escalation, and collaboration.
• Advocate for customers while balancing MadCap’s business priorities, company strategy, and sound judgment.
• Manage implementation budgets, timelines, and contract considerations during the implementation phase.
• Communicate progress, risks, and decisions clearly to internal and external stakeholders.
• Escalate issues appropriately and use internal processes and resources to drive resolution.
• Seek support when needed to ensure successful customer outcomes.
• Contribute to the development, maintenance, and delivery of training materials, courses, and processes.
• Collaborate with team members and provide support as needed to achieve shared goals.

Minimum Requirements

• Experience in the Learning and Development industry, including familiarity with L&D concepts, practices, and perspectives.
• Experience with web-based and instructor-led learning development and Learning Content Management Systems.
• Foundational knowledge of Create and Syndicate, including platform capabilities, common implementation considerations, and recent product enhancements.
• Ability to translate platform capabilities into practical business solutions.
• Ability to understand and clearly communicate technical concepts and solutions to customers.
• Project management experience; agile methodology experience preferred.
• Customer-facing experience, including meeting facilitation and stakeholder communication.
• Ability to work independently with minimal day-to-day direction.
• Experience working with virtual teams across time zones.

Benefits/Perks

• Work from home
• Competitive Salary & Annual bonus
• 100% Employer Paid Medical, Dental and Vision Insurance for Employee Only Coverage
• Employer Match for 401(k) plan
• Employer paid short & long term disability and life insurance
• Flexible PTO Policy + 12 Company paid holidays a year

MadCap Software is fully remote, with employees distributed across the US. We are currently hiring in the following approved states: California, Colorado, Florida, Georgia, Idaho, Illinois, Iowa, Kansas, Maryland, New Jersey, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin.

*We reserve the right to change the list of approved locations at anytime.

Salary Range: $70,000-$80,000

In addition to our commitment to equal pay for equal work, MadCap is also committed to equal opportunity regardless of race, color, age, ancestry, religion, gender, gender identity, genetic information, parental or pregnancy status, sexual orientation, marital status, citizenship, national origin, disability, or veteran status.