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.
Education
Bachelor's degree in business or a related field.
2+ years of related experience in SaaS technology customer onboarding, customer success, or project management.
Experience in lieu of education
Equivalent relevant experience performing the essential functions of this job may subst
Additional Information
If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider Craft Education as the next step in your career.
Craft Education is on a mission to solve skilled labor shortages by powering work-based learning pathways for all.
At Craft, we're revolutionizing the apprenticeship degree, combining on-the-job learning with accredited instruction to create innovative educational pathways that accommodate working professionals and meet employer needs. Our flagship product - Craft Connect - helps organizations administer apprentice degree programs and address mission-critical data and reporting needs. Through the same platform, Craft is also transforming how on-the-job learning converts into academic credits.
Our team of technology, education and workforce professionals also provides technical assistance to organizations looking to launch and manage apprenticeship degree programs. We are working tirelessly to accelerate the expansion of these programs along with the data infrastructure that underpins them.
If you're looking to join the work-based learning revolution, we'd love to talk with you. At Craft, you'll have the opportunity to solve hard problems in a high-growth startup environment and make a lasting impact on the future of education and workforce development. We couldn't be more excited to advance this work as a team of innovative, collaborative and mission-oriented professionals - we hope you'll consider joining us.
The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.
At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
Grade: Professional 306
Pay Range: $60,300.00 - $90,500.00
Job Description
The Customer Onboarding & Implementation Manager for Craft is responsible for building a scalable, adaptable onboarding strategy from the ground up, tailored to our diverse and digitally inexperienced customer base. You will work closely with customers who are new to the apprenticeship space, guiding them through the onboarding process in a way that ensures they feel supported and successful from day one. This role requires agility and a deep understanding of how to create personalized onboarding experiences for Edtech/Saas Customers.
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.
Wgu · Nashville, TN