Customer Onboarding & Implementation Manager - Craft Education

Western Governors University•Nashville, TN

4d•$62,100 - $93,200•Onsite

About The Position

Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways for all. They are revolutionizing the apprenticeship degree by combining on-the-job learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs. Their flagship product, Craft Connect, helps organizations administer apprentice degree programs and address mission-critical data and reporting needs. Craft Education also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs. This role is an opportunity to solve hard problems in a high-growth startup environment and make a lasting impact on the future of education and workforce development.

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 SaaS technology customer onboarding, customer success, or project management.

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.
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.

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.