• Host Kickoff calls, customized training sessions to the customer and 1:1 screen-sharing sessions to walk customers through setup, features, and best practices. • Run dedicated customer office hours for large user groups to support users needing extra help during onboarding. • Maintain and update training materials (videos, guides, decks, and user documentation) to ensure consistency and accuracy across all content. • Contribute to knowledge base updates—ensuring articles, FAQs, and help content stay up to date after product releases • Facilitate any technical setup needs (e.g. SSO, IP whitelisting, etc.) • Send post-training follow-ups, collect customer feedback, and confirm next steps. • Identify customers showing signs of low engagement and flag them for follow-up or additional outreach. • Log and escalate customer questions or technical issues to Vanilla’s Customer Care (i.e. technical support) or Product/Engineering teams as appropriate. • Track onboarding progress in Vanilla’s project software/tools, ensuring all milestones and tasks stay on schedule. • Collaborate/communicate cross-functionally with AE, CSM, Customer Care, Product/Engineering, etc. to keep projects running smoothly and keep all internal stakeholders informed. • Pull, clean, and summarize onboarding metrics, including training attendance, product usage, and time-to-value indicators. • Support user provisioning and setup tasks to speed up customer activation and improve onboarding efficiency. • Log customer issues and bugs for follow-up with R&D in appropriate tool (e.g., Jira)