Customer Onboarding & Implementation Manager- Craft Education

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider Craft Education as the next step in your career.

Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways for all.


At Craft, we're revolutionizing the apprenticeship degree, combining on-the-job learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs. Our flagship product - Craft Connect - helps organizations administer apprentice degree programs and address mission-critical data and reporting needs. Through the same platform, Craft is also transforming how on-the-job learning converts into academic credits.

Our team of technology, education and workforce professionals also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs. We are working tirelessly to accelerate the expansion of these programs along with the data infrastructure that underpins them.


If you're looking to join the work-based learning revolution, we'd love to talk with you. At Craft, you'll have the opportunity to solve hard problems in a high-growth startup environment and make a lasting impact on the future of education and workforce development. We couldn't be more excited to advance this work as a team of innovative, collaborative and mission-oriented professionals - we hope you'll consider joining us.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:


Grade: Professional 306

Pay Range: $60,300.00 - $90,500.00

Job Description

The Customer Onboarding & Implementation Manager for Craft is responsible for building a scalable, adaptable onboarding strategy from the ground up, tailored to our diverse and digitally inexperienced customer base. You will work closely with customers who are new to the apprenticeship space, guiding them through the onboarding process in a way that ensures they feel supported and successful from day one. This role requires agility and a deep understanding of how to create personalized onboarding experiences for customers.

• 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.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. This document's contents or related job requirements may change at any time with or without notice.

Qualifications

Knowledge, Skills, and Abilities

• 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.

Experience in lieu of education
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

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.

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and 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 other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.


Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at View email address on click.appcast.io.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.