Sr. Technical Onboarding Manager

Recast Software

13d•$90,000 - $125,000•Remote

About The Position

Weâre looking for a customer-facing Senior Technical Onboarding Manager to own the first step on the road to each customerâs success. By leading our customers through their onboarding journey to include handing off a customer with Sales, running the onboarding meetings, providing technical guidance to highly-technical customers, solving customerâs implementation questions, and making sure that the environments of existing customers are well-maintained, you will be an integral part of the customer experience at Recast. The ideal candidate is an empathetic communicator that loves to get into the technical weeds and deeply understand Recastâs products and the customersâ environments; youâre happy to go down rabbit holes but know that driving customer value is the number one priority. Weâre looking for a problem solver that isnât afraid to work across teams to get the information and the results that the customer needs.

Requirements

5+ years of relevant work experience with systems administration using Microsoft's Endpoint Management services including hands-on deployment experience with MECM and/or Intune.
2+ years of experience in a technical customer-facing or internal service role.
2+ years of experience with complex enterprise network environments.
Strong working knowledge of the Windows desktop and server operating systems.
Strong attention to detail and a commitment to delivering high-quality work within defined timelines.
Experience delivering training sessions to both technical and non-technical audiences.

Nice To Haves

Experience implementing SaaS products in customers' technical environment.
Proven ability to manage environments where devices have transitioned across Microsoft Endpoint Manager configurations, including MECM, Co-Managed, and Intune.
Excellent communication skills across mediums and audiences and a deep desire to solve customer problems.
Highly accountable and self-motivated, comfortable owning projects from conception to launch.
Exceptional ability to juggle multiple projects and customers at the same time with unfaltering consistency.
In-depth knowledge of endpoint management, security, and compliance using Intune and Entra.
Familiarity with modern management approaches, including co-management with Configuration Manager and AutoPilot.
Eagerness and comfortability learning new technologies.
Strong problem solving and critical thinking skills with an enthusiastic attitude.
Curiosity, empathy, and an eagerness to learn about Recast, our customers, and their environments.
Working knowledge of Recast Software and our product suite.
Proficient in PowerShell scripting and automation techniques to streamline administrative tasks and improve operational efficiency.
Familiarity with the following technologies: SQL, IIS administration, Microsoftâs SQL Server Reporting Services, PowerBI.

Responsibilities

Own all components of onboarding, including setting up calls, understanding the customer's unique environment needs, facilitating the meetings, completing follow-up tasks, and serving as a technical advisor for the entirety of the customerâs onboarding journey leading to a successful deployment.
Assist customers with configuration of their products as part of their broader environment, sharing best practices and offering recommendations.
Serve as a Subject Matter Expert in installation and configuration of our products, advising peers, company leadership, and customers of best practices and areas of future growth.
Serve as escalation point for the Onboarding team to solve challenging technical issues
Coach and mentor colleagues within the Onboarding organization, investing in your peer's technical, customer service, and leadership skills.
Strive to improve the processes around onboarding and implementation to make the experience seamless and delightful for new and existing customers.
Work cross-functionally with Customer Success, Support, and Product to prioritize recurring issues for the development team to resolve.
Develop a deep understanding of Recastâs products, our customersâ environments, and the systems market at large.
Support internal and external training on Recast Software products.
Collaborate with colleagues to develop and deliver comprehensive training materials and sessions for both staff and clients, ensuring thorough understanding of Recast Software features and best practices.
Address questions and provide ongoing support during and after training events to promote effective product utilization and continuous learning.