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 troubleshooting.
• Establish and optimize key onboarding metrics such as time to value, customer satisfaction, and completion rates.
• Collaborate with internal teams to ensure alignment on customer needs and smooth departmental handoffs.

Requirements

• Bachelor's degree in business or a related field (equivalent relevant experience may be considered).
• 2+ years of experience in customer onboarding, customer success, or project management.
• Experience with technical systems, software configuration, and troubleshooting data issues.
• Proven ability to develop onboarding strategies for users who require hands-on guidance and are new to digital spaces.
• Strong problem-solving skills and a self-starter mentality suitable for a high-growth startup environment.
• Exceptional communication skills to build trust with customers who may be uncertain about new technology.

Preferred Qualifications

• Experience working in startups, edtech, or the education sector.
• Experience working directly with customers who have low digital literacy.
• Familiarity with project management and customer success software tools.

Benefits

• Medical, dental, vision, telehealth, and mental healthcare.
• Health savings account (HSA) and flexible spending account (FSA).
• Retirement savings plan and life insurance.
• Flexible paid time off and flexible paid sick time.
• 11 paid holidays and up to 12 weeks of parental leave.
• Discounted WGU tuition.

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 help organizations administer apprenticeship degree programs and manage mission-critical data. We are revolutionizing the apprenticeship model by combining on-the-job learning with accredited instruction to meet the needs of working professionals and employers.