Manager of Customer Onboarding, Brightwheel
$81-106k
OTE
$65-85k
BASE
+ Equity
Online platform for early education management
Job no longer available
Online platform for early education management
501-1000 employees
Job no longer available
$81-106k
OTE
$65-85k
BASE
+ Equity
501-1000 employees
Company mission
To improve education for young children, given the vital importance of early education for later life.
Role
Who you are
- You are passionate about the customer experience and enjoy supporting customers as they adopt new solutions to reach their business goals
- You enjoy building and iterating on processes, working collaboratively with other functional teams, including Product, Operations, and Sales
- Additionally, you enjoy coaching and empowering your customer-facing team to meet and exceed goals
- You are excited to deliver initial value for our customers and help drive activation and retention for our Experience Curriculum business
- 3+ years of proven experience managing customer-facing teams, ideally in a remote environment
- Demonstrated track record of successfully coaching team members to achieve and exceed goals
- Exceptional communication, organization, time management, and emotional intelligence skills
- Methodical and data-driven problem-solving approach, with the ability to critically analyze issues and act decisively
- Proficiency in utilizing Salesforce to enhance team workflows and drive data-driven business decisions leveraging reports and dashboards
- Experience running large-scale projects, collaborating with diverse cross-functional teams such as Sales, Success, Product, and Engineering
- Adaptable to rapid changes in a dynamic work environment
- Deep commitment to fostering team culture and connection
- Effective leadership skills are demonstrated through leading by example and promoting best practices within the team
What the job involves
- Brightwheel is seeking a Manager of Customer Onboarding to help build and lead the customer onboarding team for our Experience Curriculum (or Education) product
- Manage a team of onboarding specialists remotely, whom you will hire, train, coach, and performance develop (starting with 2 specialists, with potential to expand the team based on business needs)
- Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
- Coach and train your team through regular 1:1’s, call reviews, and team meetings
- Partner with Customer Onboarding Leadership to motivate, incentivize, and recognize team members to encourage top performance
- Design and iteratively test new approaches to improve the speed and effectiveness of our customers’ onboarding journey, focused primarily the Experience Curriculum business line to start
- Collaborate with Systems, Analytics, and Operations teams to improve tools and workflows
- Partner with other cross-functional teams including Sales, Account Management, Product, Customer Engagement, and Support to deliver optimal customer experiences end-to-end
- Have the opportunity to build customer onboarding processes for other product lines that will be up/cross-sold to existing brightwheel customers
- Serve as an subject matter expert on your teams, operating as an escalation point for team members in navigating customer situations
Our take
Childcare and teaching is a profession fraught with pressures and paperwork and yet it remains relatively ill attended to by advances in tech and software. Brightwheel want to revolutionize this, focusing on facilitating the administrative and communicative relationship between schools, carers and parents or guardians.
As tech enters the classrooms there are various apps focusing on the education itself with fewer actually handling the communications for schools. Brightwheel's platform helps increase parental and teacher engagement with students everyday, while helping small education businesses save money, time, and to grow.
Brightwheel is carving out a name for itself as a service valuable for its exciting and useful new updates. It was quick to adapt to school closures too by offering distance learning capabilities and health testing. And on top of this, it also caters to childcare in lower-income areas with a freemium model. Making its a go-to platform for early education.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-15% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2021
$55m
SERIES C
Oct 2018
$21m
SERIES B
Total funding: $88.8m
Company HQ
Financial District, San Francisco, CA
Leadership
Dave Vasen
(Founder & CEO)Dave started his career at Morgan Stanley, before spending a year at Cisco and 3 years as a Bain Consultant. He worked at Amazon for 2 years, and after taking on several Advisory roles he founded Brightwheel in 2014.
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