Customer Onboarding & Implementation Manager- Craft Education

About the role

Join Craft Education, a leader in work-based learning pathways, dedicated to solving skilled labor shortages and transforming education and workforce development.

Responsibilities

• 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.
• Led 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

• Knowledge of 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.

Education

Bachelor’s degree in business or a related field.

Experience

2+ years of related experience in customer onboarding, customer success, or project management.

Preferred Qualifications

• Experience with start-ups, edtech, education or working with customers with low digital literacy.
• Familiarity with project management and customer success tools.

Pay & Benefits

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, It Is Not Typical For An Individual To Be Hired At Or Near The Top Of The Range For Their Position, And Compensation Decisions Are Dependent On The Facts And Circumstances Of Each Case. A Reasonable Estimate Of The Current Range Is: Pay Range: $62,100.00 - $93,200.00