Technical Onboarding Manager

Summary

Join Recast Software as a customer-facing Technical Onboarding Manager and guide customers through their onboarding journey. Lead onboarding meetings, provide technical guidance, solve implementation questions, and maintain customer environments. You will be a key part of the customer experience, working with highly technical customers and ensuring successful deployments. The ideal candidate is an empathetic communicator with strong technical skills and a problem-solving mindset. This role requires collaboration with various teams to deliver exceptional customer support and continuous improvement of onboarding processes. You will be responsible for creating training materials and developing a deep understanding of Recast's products and the systems market.

Requirements

• 2+ years of experience in a technical customer-facing or internal service role
• 2-5 years of relevant work experience with systems administration using Microsoft's Endpoint Management services including hands-on deployment experience with SCCM/ MECM  and/or Intune
• Strong working knowledge of the Windows desktop and server operating systems
• Strong knowledge of complex enterprise network environments and infrastructure and knowledge of the day-to-day world of Configuration Manager, Intune, and Microsoft tools used by IT teams to manage these environments
• Strong attention to detail and a commitment to delivering high-quality work within defined timelines

Responsibilities

• Own all components of onboarding, including setting up calls, understanding the customer's unique environment needs, facilitating the meetings, completing follow-up tasks, and serving as a technical advisor for the first 90 days of a customer’s journey leading to a successful deployment
• Assist customers with configuration of their products as part of their broader environment, sharing best practices and offering recommendations
• Provide insight and technical expertise to create the appropriate resources (videos, trainings, documentation) to facilitate onboarding
• Strive to improve the processes around onboarding and implementation to make the experience seamless and delightful for new and existing customers
• Work cross-functionally with Customer Success, Support, and Product to prioritize recurring issues for the development team to resolve
• Devise and host customer trainings serving as Recast’s subject matter expert
• Develop a deep understanding of Recast’s products, our customers’ environments, and the systems market at large

Preferred Qualifications

• Experience implementing SaaS products in customers' technical environment
• Excellent communication skills across mediums and audiences and a deep desire to solve customer problems
• Highly accountable and self-motivated, comfortable owning projects from conception to launch
• Exceptional ability to juggle multiple projects and customers at the same time with unfaltering consistency
• Understanding of modern management concepts, such as Microsoft Entra, Co-Management, and AutoPilot
• Eagerness and comfortability learning new technologies
• Strong problem solving and critical thinking skills with an enthusiastic attitude
• Ability to work independently with excellent time management and prioritization skills
• Curiosity, empathy, and an eagerness to learn about Recast, our customers, and their environments
• Working knowledge of Recast Software and our product suite
• Proficient in PowerShell scripting and automation techniques to streamline administrative tasks and improve operational efficiency
• SQL
• IIS administration
• Microsoft’s SQL Server Reporting Services
• PowerBI

Benefits

• In addition to salary, cash compensation for this role also includes 7.5% annual discretionary company bonus potential. Salary may vary based on experience, skills, and geographical location
• Commuting allowance
• Internet reimbursement
• Pension
• Company laptop
• Company cell phone or reimbursement
• Work-life balance and remote work options