Customer Onboarding Manager, Brightwheel
$75-87k
Offers Equity
Online platform for early education management
Be an early applicant
Online platform for early education management
501-1000 employees
Be an early applicant
$75-87k
Offers 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
- This role requires strong people management, critical thinking, organizational skills, and outstanding communication abilities
- The ideal candidate will have a successful track record operating in a fast-paced onboarding or customer success environment, with a passion for customer satisfaction and team development
- You should be comfortable owning metrics and goals, handling challenging customer interactions, and driving continuous improvement
- Demonstrated track record of successfully coaching and mentoring team members to achieve outstanding results
- Proven 2+ years of experience in customer-facing roles and customer onboarding, specifically focused on SaaS applications and B2B technology-based products or services
- 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 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 achieving exceptional results
- Effective leadership skills are demonstrated through leading by example and promoting best practices within the team
What the job involves
- Brightwheel is seeking a highly motivated and experienced temporary Manager of Customer Onboarding to lead a team of Onboarding Specialists in providing exceptional support to schools utilizing the brightwheel platform
- As the Manager of Customer Onboarding, you will be responsible for ensuring a seamless onboarding process for customers, maintaining high levels of customer satisfaction, upholding individual performance metrics to achieve company goals, and coaching and developing your team of Onboarding Specialists. Collaboration with both the Onboarding Leadership team, your direct reports, and various departments within brightwheel will be a key component of this role
- Join our dynamic team and contribute to improving education through innovative solutions and remarkable customer service
- Manage and empower your team of up to 12 Customer Onboarding Specialists in a remote environment
- Drive results from your team by consistently meeting or exceeding activation targets
- Monitor key metrics and report on team performance and KPIs, including achievement of activation goals
- Drive performance improvements by analyzing your team members’ metrics and conducting call reviews to identify areas of strength and improvement
- Coach and train your team through regular 1:1’s, team meetings, and individual call coaching sessions
- Partner with Customer Onboarding Leadership to motivate, incentivize, and recognize team members to encourage top performance
- Serve as a subject matter expert on your teams; daily responsibilities as well as an escalation point for team members in navigating customer situations
- Interview and onboard new team members
- Identify and implement process improvements to continually elevate the customer experience and provide thoughtful, sustainable solutions to benefit the team
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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