Customer Onboarding & Implementation Manager - Craft Education

The Role

If you're passionate about building a better future and committed to working in a high-growth startup environment, consider Craft Education as your next career step. We're revolutionizing apprenticeship degrees by combining on-the-job learning with accredited instruction, and we're looking for someone who can help us scale our customer onboarding strategy.

Responsibilities

• Build a scalable, adaptable onboarding strategy tailored to our diverse and digitally inexperienced customer base.
• Work closely with customers to guide them through the onboarding process, ensuring they feel supported and successful.
• Configure the Craft platform to meet customers' business needs and troubleshoot configuration issues.
• Design and develop a customer onboarding strategy, focusing on low digital literacy users and first-time customers.
• Lead the onboarding process for all new customers, creating tailored onboarding materials, and offering personalized support.
• Refine and improve onboarding processes based on customer feedback and real-time data to ensure they remain relevant and effective.
• Collaborate with internal teams to ensure smooth handoffs and align all departments on customer needs during the onboarding phase.
• Establish key onboarding metrics and optimize the process to improve performance over time.

Qualifications

• Experience with technical systems, configuring software settings, and troubleshooting data issues.
• Proven ability to develop and implement onboarding strategies for users new to the digital space.
• Strong problem-solving skills and the ability to adapt quickly in a fast-paced, dynamic environment.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships and trust with customers.
• 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 SaaS technology customer onboarding, customer success, or project management.
• Experience with start-ups, edtech, education, or working with customers with low digital literacy is preferred.
• Familiarity with project management and customer success tools is a plus.

Pay & Benefits

The salary range for this position is $62,100.00 - $93,200.00, depending on experience and qualifications. Craft offers a comprehensive benefits package including 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, flexible paid time off, and more.