Customer Onboarding & Implementation Manager- Craft Education

Western Governors University•Nashville, TN

3d•$60,300 - $90,500•Remote

About The Position

Craft Education is seeking a Customer Onboarding & Implementation Manager to build a scalable onboarding strategy from the ground up, tailored for a diverse and digitally inexperienced customer base. This role involves guiding new customers in the apprenticeship space through a supportive onboarding process, ensuring their success from day one. The position requires agility and a deep understanding of creating personalized onboarding experiences for customers, especially those new to digital platforms. The manager will configure the Craft platform to meet customer needs, troubleshoot issues, and help customers understand the implications of their configuration choices. This is a key role in a high-growth startup environment focused on revolutionizing work-based learning pathways.

Requirements

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.
Bachelor’s degree in business or a related field.
2+ years of related experience in customer onboarding, customer success, or project management.
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.

Nice To Haves

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.

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.