Customer Onboarding Operations Specialist

Summary

Join Brightwheel's dynamic, fully remote team as a Customer Success Manager! You will play a key role in onboarding new childcare centers onto the Brightwheel platform, providing training and support. This position requires strong communication and customer service skills, along with the ability to manage a high volume of accounts and achieve ambitious goals. You will assist customers with setup, troubleshoot technical issues, and ensure a smooth customer experience. The ideal candidate has 2+ years of experience in customer success, sales, or account management and excellent communication skills. Brightwheel offers a competitive compensation package including benefits.

Requirements

• 2+ years of customer success, sales, and/or account management experience
• Associate’s degree, Bachelor's degree, or comparable professional experience
• Comfort with a high-volume funnel that requires careful prioritization to hit ambitious monthly goals
• Ability to create urgency and motivate people to launch with brightwheel
• Excellent collaboration, organization, time-management, and prioritization skills
• Ability to self-manage time-sensitive and detailed tasks to deliver on time every time
• Exceptional phone and written English communication skills
• Great attention to detail
• Patience and empathy while teaching customers or handling tricky customer situations
• Comfort with ambiguity, change, and a fast-paced environment that will evolve rapidly
• Comfort with working remotely using communication tools such as Slack, Google Suite, and Zoom

Responsibilities

• Assist customers in getting started with opening a new childcare center and preparing them to utilize the brightwheel product effectively
• Own a running portfolio of 150+ accounts as they work toward successfully opening their centers and adopting brightwheel
• Prioritize accounts to support customers in taking strategic, timely steps to open their new childcare centers successfully
• Overcome customer objections to ensure the customer feels confident with the positive change and value brightwheel will bring to their brand new program
• Diagnose and resolve technical challenges our customers experience as they get their system configured and their center open and operating
• Serve as the expert on brightwheel’s technology platform for customers and other cross-functional teams
• Collaborate across teams (e.g. Sales and Support) to ensure a smooth customer experience at all stages of the customer journey
• Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
• Continue to sell the value of the software to gain buy-in and trust in brightwheel’s capabilities

Preferred Qualifications

• A proven track record in onboarding new customers
• Bilingual written and verbal communication ability (specifically Spanish)
• Tech-savvy with experience in CRM tools (e.g., Salesforce)

Benefits

• Premium medical, dental, and vision benefits
• Generous paid parental leave
• A paid time off policy
• A monthly wellness and productivity stipend
• A Learning & Development stipend