Manager, Customer Onboarding

September 20

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brightwheel

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#1 platform for early education

Daycare • preschool • Mobile & Web Tool • Child Care • Education

201 - 500

💰 $55M Series C on 2021-02

Description

• Manage a team of onboarding specialists remotely, whom you will hire, train, coach, and performance develop • 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 • 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

Requirements

• 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