Brightwheel is hiring a
Manager, Customer Onboarding

Summary

Brightwheel is seeking a remote Manager of Customer Onboarding to lead the onboarding team for their Experience Curriculum product. The ideal candidate has 3+ years of experience managing customer-facing teams, exceptional communication skills, and a data-driven approach. The role offers a competitive compensation package with benefits including premium medical, dental, and vision benefits, generous parental leave, flexible time off, wellness stipend, and learning & development stipend.

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

Responsibilities

• Manage a team of onboarding specialists remotely, 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, focused primarily the Experience Curriculum business line to start
• 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

Benefits

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