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Manager, Customer Onboarding

Brightwheel

Brightwheel

Customer Service
United States
Posted on Monday, June 3, 2024
Our Mission and Opportunity
Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.
Our Team
We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.
We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.
Who You Are
brightwheel is seeking a Manager of Customer Onboarding to help build and lead the customer onboarding team for our Experience Curriculum (or Education) product. You are passionate about the customer experience and enjoy supporting customers as they adopt new solutions to reach their business goals. You enjoy building and iterating on processes, working collaboratively with other functional teams, including Product, Operations, and Sales. Additionally, you enjoy coaching and empowering your customer-facing team to meet and exceed goals. You are excited to deliver initial value for our customers and help drive activation and retention for our Experience Curriculum business.

What you’ll do

  • Manage a team of onboarding specialists remotely, whom you will hire, train, coach, and performance develop (starting with 2 specialists, with potential to expand the team based on business needs)
  • Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
  • Coach and train your team through regular 1:1’s, call reviews, and team meetings
  • Partner with Customer Onboarding Leadership to motivate, incentivize, and recognize team members to encourage top performance
  • Design and iteratively test new approaches to improve the speed and effectiveness of our customers’ onboarding journey, focused primarily the Experience Curriculum business line to start
  • Collaborate with Systems, Analytics, and Operations teams to improve tools and workflows
  • Partner with other cross-functional teams including Sales, Account Management, Product, Customer Engagement, and Support to deliver optimal customer experiences end-to-end
  • Have the opportunity to build customer onboarding processes for other product lines that will be up/cross-sold to existing brightwheel customers
  • Serve as an subject matter expert on your teams, operating as an escalation point for team members in navigating customer situations

Qualifications, Skills, & Abilities

  • 3+ years of proven experience managing customer-facing teams, ideally in a remote environment
  • Demonstrated track record of successfully coaching team members to achieve and exceed goals
  • 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 running large-scale projects, 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 connection
  • 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.