brightwheel - Customer Onboarding Manager
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Responsibilities
• Manage and empower your team of up to 12 Customer Onboarding Specialists in a remote environment • Manage and empower your team • Drive results from your team by consistently meeting or exceeding activation targets • Drive results • Monitor key metrics and report on team performance and KPIs, including achievement of activation goals • Monitor key metrics and report on team performance and KPIs, • Drive performance improvements by analyzing your team members’ metrics and conducting call reviews to identify areas of strength and improvement • Drive performance improvements • Coach and train your team through regular 1:1’s, team meetings, and individual call coaching sessions • Coach and train • Partner with Customer Onboarding Leadership to motivate, incentivize, and recognize team members to encourage top performance • motivate, incentivize, and recognize team members • Serve as a subject matter expert on your teams; daily responsibilities as well as an escalation point for team members in navigating customer situations. • Serve as a subject matter expert • Interview and onboard new team members • Interview and onboard • Identify and implement process improvements to continually elevate the customer experience and provide thoughtful, sustainable solutions to benefit the team • Identify and implement process improvements • What You’ve Done • What You’ve Done • Demonstrated track record of successfully coaching and mentoring team members to achieve outstanding results • Proven 2+ years of experience in customer-facing roles and customer onboarding, specifically focused on SaaS applications and B2B technology-based products or services • 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 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 achieving exceptional results • Effective leadership skills are demonstrated through leading by example and promoting best practices within the team
Benefits
• $75K – $87K • Offers Equity • Compensation & BenefitsAt brightwheel, we reward people who make things happen. Our compensation is benchmarked against similar-stage growth companies, with ranges set by function, level, and location. Final offers reflect experience and expertise, and your recruiter can walk you through the range for your region. • Equity & OwnershipMany roles include equity, giving you the chance to share in the long-term success you help create. • Equity & Ownership • Benefits & Well-BeingWe design our benefits to help you (and your family) live well, stay healthy, and keep growing. While specifics vary by region, we typically offer: • Comprehensive medical, dental, and vision coverage • Generous paid parental leave • Flexible PTO so you can recharge when you need it • Local retirement or savings plans (e.g., 401(k) in the U.S.) • We’re committed to pay equity and to building a diverse, inclusive workplace where everyone can do their best work and feel supported along the way. • Our Mission and Opportunity • Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban. • Our Team • Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally. • Brightwheel is seeking a highly motivated and experienced temporary Manager of Customer Onboarding to lead a team of Onboarding Specialists in providing exceptional support to schools utilizing the brightwheel platform. This role requires strong people management, critical thinking, organizational skills, and outstanding communication abilities. • As the Manager of Customer Onboarding, you will be responsible for ensuring a seamless onboarding process for customers, maintaining high levels of customer satisfaction, upholding individual performance metrics to achieve company goals, and coaching and developing your team of Onboarding Specialists. Collaboration with both the Onboarding Leadership team, your direct reports, and various departments within brightwheel will be a key component of this role. • The ideal candidate will have a successful track record operating in a fast-paced onboarding or customer success environment, with a passion for customer satisfaction and team development. You should be comfortable owning metrics and goals, handling challenging customer interactions, and driving continuous improvement. Join our dynamic team and contribute to improving education through innovative solutions and remarkable customer service.
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