Onboarding Manager

Summary

Join uConnect, a mission-driven company improving access to career services, as a tech-forward Onboarding Manager. You will guide clients through the onboarding and implementation process of our All-In-One Virtual Career Center, ensuring their success. This role blends project management and product expertise, requiring strong software configuration skills and the ability to manage multiple projects. You will serve as the primary client contact during onboarding, developing a deep understanding of their goals and managing technical configurations. Success is measured by customer satisfaction, platform adoption, and onboarding completion rates. The position requires strong communication, technical aptitude, and experience in higher education IT.

Requirements

• 5+ years of experience in IT at a college or university
• Strong project management experience and track record in leading complex software implementations across multiple offices (as the customer/college)
• Demonstrated track record of managing and executing technical integrations and configurations as part of onboarding projects (e.g., SSO, data integrations, etc.)
• Strong expertise and capability to influence your own organization in adapting and evolving higher ed data/privacy needs
• Managing tickets in a technical support queue
• Excellent communication and interpersonal skills, with a proactive and client-centric approach
• Technical aptitude and familiarity with SaaS products and technologies
• Experience building, delivering, and facilitating client training and education—both live and asynchronous
• Highly adaptable and thrives in ambiguity, eager to learn with each new interaction
• Problem-solving mindset with the ability to stay organized and adapt to evolving priorities

Responsibilities

• Own the onboarding experience end-to-end, project managing the entire onboarding and implementation lifecycle
• Your success will be measured by customer satisfaction rates, platform adoption, and onboarding completion rate
• Serve as the primary point of contact for new clients during the onboarding process, in partnership with the Customer Success Manager
• Develop a deep understanding of each client and their institution’s strategic goals through internal hand-off workflows and early discovery
• Manage client technical configurations and requests, including data, security, and privacy reviews, and post-sale implementation items such as SSO, DNS, and integrations
• Guide clients through uConnect’s product configuration and implementation steps to ensure alignment with their needs
• Clearly outline and communicate implementation prerequisites (including IT and security review requirements), timelines, milestones, and deliverables
• Drive customer enablement by facilitating uConnect’s asynchronous virtual training sessions and providing customers with user guides and self-help resources
• Troubleshoot technical issues, address client inquiries within the support queue and provide timely resolution throughout the onboarding journey
• Collaborate cross-functionally with internal technical, product, and support teams to ensure client success
• Monitor onboarding progress, proactively flagging risks and identifying opportunities to re-engage or improve client outcomes
• Collect and share feedback to continuously improve onboarding processes and product usability

Preferred Qualifications

• Member of, or deeply enriched in the higher education IT community
• Familiarity with content management systems and web development frameworks such as WordPress
• Experience working with CRM platforms (e.g., HubSpot) and customer success tools (e.g., Vitally, ChurnZero, Gainsight, etc.)

Benefits

Competitive compensation, including participation in a generous employee equity stock option program, and a wide range of employee benefits