Training & Customer Success Analyst

Description

Job Summary: The Onboarding & Activation Analyst will be responsible for introducing new real estate agents and brokerages to the Pilar ecosystem, ensuring a structured, seamless, and delightful onboarding experience. Key Highlights: 1. Lead welcome meetings with real estate agents and brokerages. 2. Manage the end-to-end Onboarding Process. 3. Conduct initial training sessions on the system and tools. We are seeking a professional responsible for introducing new real estate agents and brokerages to the Pilar ecosystem, ensuring a structured, seamless, and delightful onboarding experience. The **Onboarding & Activation Analyst** will serve as the first major point of contact for new partners. Your role goes beyond tool demonstrations: it involves translating culture, organizing processes, and ensuring each new brand begins with clarity, confidence, and enthusiasm. **Key Responsibilities:** * Experience & Delight: + Lead welcome meetings with real estate agents and brokerages. + Present the Pilar ecosystem (brand, history, system, Network, PilarHomes, internal departments, etc.). + Clearly and personally articulate the value proposition and benefits. + Ensure the new partner understands their positioning within the network. * End-to-End Onboarding Process Management — *Oversee all activation stages*: + Visual identity creation (in partnership with Design). + Development of website, microsite, and stationery. + Importation of property database (in partnership with Engineering). + System configuration and permission setup. + Ensure alignment across involved teams (CS, Design, Engineering, Marketing). + Monitor deadlines and guarantee on-time delivery. * Training & Enablement: + Conduct initial training sessions on the system and tools. + Deliver supplementary training as needed. + Identify knowledge gaps and propose reinforcement activities. + Create and improve support materials (guides, videos, FAQs). * Activation & Initial Engagement: + Ensure the partner completes key initial actions (registration, listing publication, property activation). + Monitor early usage signals. + Collaborate closely with the CS team to ensure a structured transition. **Essential Requirements for this Role:** * Hard Skills + Organization and management of multiple concurrent projects. + Strong verbal and written communication skills. + Ability to confidently deliver presentations. + Proficiency with technology and digital tools. + Experience in onboarding, training, or consultative customer support. * Soft Skills + Empathy and active listening. + Ability to delight stakeholders. + Structured, process-oriented mindset. + Proactivity and ownership mindset. + Ability to collaborate across diverse teams. **Preferred Qualifications:** * Experience in the real estate industry. * Analytical mindset to track activation and adoption metrics.