Customer Onboarding & Implementation Manager- Craft Education

Customer Onboarding & Implementation Manager Grade: Professional 306 – Pay Range: $60,300.00 – $90,500.00 Responsibilities Work directly with customers to configure the Craft platform to meet their business needs. Troubleshoot configuration issues. Help customers understand the implications that configuration choices have on system behavior and capabilities. Design and develop a customer onboarding strategy from scratch, with an emphasis on low digital literacy users and first‑time customers. Lead the onboarding process for all new customers, ensuring a seamless experience from sales handoff through successful product adoption. Create tailored onboarding materials, including guides, walkthroughs, and step‑by‑step resources that meet the unique needs of each customer segment. Act as the primary point of contact during the onboarding phase, offering personalized support and troubleshooting to help customers overcome challenges. Continuously refine and improve onboarding processes based on customer feedback and real‑time data to ensure they remain relevant and effective. Collaborate closely with internal teams to ensure smooth handoffs and that all departments are aligned on customer needs during the onboarding phase. Establish key onboarding metrics (e.g., time to value, customer satisfaction, onboarding completion rates) and optimize the process to improve these KPIs over time. Qualifications Experience with technical systems, configuring software settings, and troubleshooting data issues. Proven ability to develop and implement onboarding strategies that cater to users who are new to the digital space and require hands‑on guidance. Strong problem‑solving skills, with the ability to adapt quickly and think creatively in a fast‑paced, dynamic environment. Exceptional communication and interpersonal skills, with the ability to build strong relationships and trust with customers who may feel uncertain about new technology. Self‑starter mentality, comfortable working in an environment where processes and structures are still being established. Education Bachelor's degree in business or a related field. Experience 2+ years of related experience in customer onboarding, customer success, or project management. Preferred Qualifications Experience with start‑ups, edtech, education, or working with customers with low digital literacy. Familiarity with project management and customer success tools is a plus. Travel may be required up to 20%, including attendance at designated company summits (typically one to two per year), conferences, visits to company locations, and other business‑related events as needed. Benefits & Compensation Full‑time, regular position classified for 40 standard weekly hours, eligible for bonuses, medical, dental, vision, telehealth, mental healthcare, health savings account, flexible spending account, basic and voluntary life insurance, disability coverage, accident, critical illness, hospital indemnity supplemental coverages, legal and identity theft coverage, retirement savings plan, wellbeing program, flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and up to 12 weeks of parental leave. Equal Employment Opportunity All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law. Accommodations Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team. #J-18808-Ljbffr Western Governors University