Customer Onboarding & Implementation Manager

Responsibilities

• Design and develop a scalable customer onboarding strategy from scratch, specifically tailored for users with low digital literacy.
• Lead the end-to-end onboarding process for new customers, ensuring a seamless transition from sales handoff to product adoption.
• Work directly with customers to configure the Craft platform to meet specific business needs and troubleshoot configuration issues.
• Create tailored onboarding materials, including guides, walkthroughs, and step-by-step resources for diverse customer segments.
• Act as the primary point of contact during the onboarding phase, providing personalized support and technical guidance.
• Establish and monitor key onboarding metrics, such as time to value and customer satisfaction, to continuously optimize processes.
• Collaborate with internal teams to ensure alignment on customer needs and smooth departmental handoffs.

Requirements

• Bachelor's degree in business or a related field (or equivalent relevant professional experience).
• 2+ years of experience in SaaS customer onboarding, customer success, or project management.
• Proven experience with technical system configuration, software settings, and troubleshooting data issues.
• Demonstrated ability to develop onboarding strategies for users who require hands-on guidance and have low digital literacy.
• Strong problem-solving skills and a self-starter mentality suitable for a high-growth startup environment.
• Exceptional communication skills with the ability to build trust with customers navigating new technology.

Preferred Qualifications

• Experience working within startups, Edtech, or the education sector.
• Experience specifically supporting customers with low digital literacy.
• Familiarity with industry-standard project management and customer success tools.

Benefits

• Comprehensive medical, dental, vision, and mental healthcare.
• Flexible paid time off and flexible paid sick time.
• Retirement savings plan and health savings account options.
• 11 paid holidays and up to 12 weeks of parental leave.
• Discounted WGU tuition and various wellbeing programs.

About the Company

Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways. Through our flagship product, Craft Connect, we are revolutionizing the apprenticeship degree by combining on-the-job learning with accredited instruction to meet the needs of both working professionals and employers.