Customer Onboarding Specialist

Summary

Join Brightwheel's dynamic team as a Customer Onboarding Specialist and contribute to enhancing early childhood education. You will assist childcare centers in successfully implementing the Brightwheel platform, managing a portfolio of 100+ accounts, and providing technical training. This role requires strong communication, problem-solving, and prioritization skills, along with experience in customer onboarding or sales. The ideal candidate thrives in a fast-paced environment and is comfortable managing challenging customer interactions. Brightwheel offers a competitive compensation package including base salary, equity, and comprehensive benefits.

Requirements

• 2+ years of customer success, sales, and/or account management experience
• Familiarity with managing a high-volume workflow, with the ability to prioritize tasks effectively in order to achieve monthly objectives
• Ability to create urgency and motivate customers to launch a product as soon as possible
• Comfort with addressing customer objections, diving deep to uncover roadblocks, and creating a path forward
• Excellent collaboration across internal stakeholders to help resolve customer concerns
• Strong prioritization and time management skills, with the ability to handle time-sensitive and detail-oriented tasks efficiently to consistently meet deadlines
• Exceptional phone and written English communication skills
• Exceptional attention to detail, ensuring all client interactions are handled meticulously
• Patience and empathy while teaching customers and handling tricky customer situations
• Comfort with ambiguity, change, and a fast-paced environment that will evolve rapidly
• Proficient in utilizing remote communication technologies, including Slack, Google Suite, and Zoom
• Proficient in utilizing CRM tools, with a preference for experience with Salesforce software

Responsibilities

• Assist customers in learning and adopting the brightwheel product for their center
• Own a running portfolio of 100+ accounts throughout the 4-12 week brightwheel customer onboarding process
• Prioritize accounts upon which to take strategic, timely actions to complete the implementation process
• Engage effectively with customers and resolve concerns in a professional and persuasive manner, communicating the value proposition of brightwheel and instilling confidence in the positive impact it will have on their operations
• Use strong critical thinking and troubleshooting abilities to correctly identify, investigate, and resolve customers’ technical or usage issues
• 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
• Participate in ongoing training to develop brightwheel product and onboarding skills

Preferred Qualifications

• A proven track record in onboarding new customers is preferred
• Bilingual written and verbal communication ability (specifically Spanish) is a plus

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