Customer Onboarding Manager , Remote

Customer Onboarding Manager at brightwheel, Remote (United States)

Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest-growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban.

Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally.

Brightwheel is seeking a highly motivated and experienced Manager of Customer Onboarding to lead a team of Onboarding Specialists in providing exceptional support to schools utilizing the Brightwheel platform. This role requires strong people management, critical thinking, organizational skills, and outstanding communication abilities.

As the Manager of Customer Onboarding, you will be responsible for ensuring a seamless onboarding process for customers, maintaining high levels of customer satisfaction, upholding individual performance metrics to achieve company goals, and coaching and developing your team of Onboarding Specialists. Collaboration with both the Onboarding Leadership team, your direct reports, and various departments within Brightwheel will be a key component of this role.

The ideal candidate will have a successful track record operating in a fast-paced onboarding or customer success environment, with a passion for customer satisfaction and team development. You should be comfortable owning metrics and goals, handling challenging customer interactions, and driving continuous improvement. Join our dynamic team and contribute to improving education through innovative solutions and remarkable customer service.

• Manage and empower your team of up to 12 Customer Onboarding Specialists in a remote environment
• Drive results from your team by consistently meeting or exceeding activation targets
• Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
• Drive performance improvements by analyzing your team members’ metrics and conducting call reviews to identify areas of strength and improvement
• Coach and train your team through regular 1-on-1s, team meetings, and individual call coaching sessions
• Partner with Customer Onboarding Leadership to motivate, incentivize, and recognize team members to encourage top performance
• Serve as a subject matter expert on your teams; daily responsibilities as well as an escalation point for team members in navigating customer situations.
• Interview and onboard new team members
• Identify and implement process improvements to continually elevate the customer experience and provide thoughtful, sustainable solutions to benefit the team

• Demonstrated track record of successfully coaching and mentoring team members to achieve outstanding results
• Proven 2+ years of experience in customer-facing roles and customer onboarding, specifically focused on SaaS applications and B2B technology-based products or services
• Exceptional communication, organization, time management, and emotional intelligence skills
• Methodical and data-driven problem-solving approach, with the ability to critically analyze issues and act decisively
• Proficiency in utilizing Salesforce to enhance team workflows and drive data-driven business decisions, leveraging reports and dashboards
• Experience collaborating with diverse cross-functional teams such as Sales, Success, Product, and Engineering
• Adaptable to rapid changes in a dynamic work environment
• Deep commitment to fostering team culture and achieving exceptional results
• Effective leadership skills are demonstrated through leading by example and promoting best practices within the team

Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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