Onboarding Specialist

brightwheel

5d • Remote

About The Position

Early education is one of the most important determinants of childhood outcomes, a critical support for working families, and a $175B market that remains underserved by modern technology. Brightwheel is the largest, fastest growing, and most loved platform in early ed, trusted by millions of educators and families every day. We are a three-time Cloud 100 company, backed by top investors including Addition, Bessemer, Emerson Collective, Lowercase Capital, Notable Capital, and Mark Cuban.
Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a distributed team with remote employees across every US time zone, as well as select offices in the US and internationally.
Brightwheel is actively seeking a highly motivated individual to play a key role in supporting and training our customers for the successful implementation of brightwheel at their childcare centers. This position necessitates strong communication and customer service skills, coupled with the ability to effectively motivate our customers while consistently highlighting the value of our platform.
The ideal candidate will possess a proven track record in navigating a fast-paced environment in customer onboarding, customer success, or sales. Comfort with setting and achieving ambitious goals, adeptly managing challenging customer interactions, and providing technical training on various aspects of our product is essential. Join our dynamic team and contribute to the enhancement of education through innovative solutions and exceptional customer service.

Requirements

• 2+ years of customer success, sales, and/or account management experience
• Associate’s degree, Bachelor's degree, or comparable professional experience
• Comfort with a high-volume funnel that requires careful prioritization to hit ambitious monthly goals
• Ability to create urgency and motivate people to launch with brightwheel
• Excellent collaboration, organization, time-management, and prioritization skills
• Ability to self-manage time-sensitive and detailed tasks to deliver on time every time
• Exceptional phone and written English communication skills.
• Great attention to detail - nothing can slip through the cracks when we’re supporting our customers
• Patience and empathy while teaching customers or handling tricky customer situations
• Comfort with ambiguity, change, and a fast-paced environment that will evolve rapidly
• Comfort with working remotely using communication tools such as Slack, Google Suite, and Zoom

Nice To Haves

• A proven track record in onboarding new customers is a plus
• Bilingual written and verbal communication ability (specifically Spanish) is a plus.
• Tech-savvy with experience in CRM tools (e.g., Salesforce) is preferred

Responsibilities

• Assist customers in learning and adopting the brightwheel product for their center
• Own a running portfolio of 100+ accounts throughout the 4-12 week brightwheel customer onboarding process
• Prioritize accounts upon which to take strategic, timely actions to complete the implementation process
• Overcome customer objections to ensure the customer feels confident with the positive change and value brightwheel will bring to their program
• Diagnose and resolve technical challenges our customers experience as they get the system configured
• Serve as the expert on brightwheel’s technology platform for customers and other cross-functional teams
• Collaborate across teams (e.g. Sales and Support) to ensure a smooth customer experience at all stages of the customer journey
• Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
• Continue to sell the value of the software to gain buy-in and trust in brightwheel’s capabilities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees