Customer Onboarding & Implementation Manager- Craft Education

About the role

The Customer Onboarding & Implementation Manager for Craft is responsible for building a scalable, adaptable onboarding strategy from the ground up, tailored to our diverse and digitally inexperienced customer base. You will work closely with customers who are new to the apprenticeship space, guiding them through the onboarding process in a way that ensures they feel supported and successful from day one.

Responsibilities

• Build a scalable, adaptable onboarding strategy from the ground up, tailored to our diverse and digitally inexperienced customer base.
• Work closely with customers who are new to the apprenticeship space, guiding them through the onboarding process in a way that ensures they feel supported and successful from day one.
• Work directly with customers to configure the Craft platform to meet their business needs.
• Troubleshoot configuration issues.
• Help customers understand the implications that configuration choices have on system behavior and capabilities.
• Design and develop a customer onboarding strategy from scratch, with an emphasis on low digital literacy users and first-time customers.
• Lead the onboarding process for all new customers, ensuring a seamless experience from sales handoff through successful product adoption.
• Create tailored onboarding materials, including guides, walkthroughs, and step-by-step resources that meet the unique needs of each customer segment.
• Act as the primary point of contact during the onboarding phase, offering personalized support and troubleshooting to help customers overcome challenges.
• Continuously refine and improve onboarding processes based on customer feedback and real-time data to ensure they remain relevant and effective.
• Collaborate closely with internal teams to ensure smooth handoffs and that all departments are aligned on customer needs during the onboarding phase.
• Establish key onboarding metrics (e.g., time to value, customer satisfaction, onboarding completion rates) and optimize the process to improve these KPIs over time.

Qualifications

• Experience with technical systems, configuring software settings, and troubleshooting data issues.
• Proven ability to develop and implement onboarding strategies that cater to users who are new to the digital space and require hands-on guidance.
• Strong problem-solving skills, with the ability to adapt quickly and think creatively in a fast-paced, dynamic environment.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships and trust with customers who may feel uncertain about new technology.
• A self-starter mentality, comfortable working in an environment where processes and structures are still being established.
• Bachelor’s degree in business or a related field.
• 2+ years of related experience in customer onboarding, customer success, or project management.
• Experience in lieu of education: Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.
• Preferred qualifications: Experience with start-ups, edtech, education or working with customers with low digital literacy. Familiarity with project management and customer success tools is a plus.

Position & Application Details

• This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.
• To apply, interested candidates should submit an application online. Internal WGU employees will need to apply through the internal job board in Workday.