Zoom Onboarding Specialist

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.

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.

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.

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