Customer Onboarding Specialist @ Brightwheel

Customer Onboarding Specialist

Temp

Posted on 3/20/2023

INACTIVE

Locations

Remote • United States

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Sales

Salesforce

Communications

Requirements

2+ years of customer success, sales, or account management experience
Phone-based sales experience a plus; SDR or ISR experience at a SaaS company is preferred
Comfort with a high-volume funnel that requires careful prioritization to hit ambitious monthly goals
Ability to influence and motivate people in a variety of contexts
Excellent collaboration, organization, time-management, and prioritization skills
Ability to self-manage time-sensitive and detailed tasks and deliver on time every time
Exceptional phone and written English communication skills. Bilingual written and verbal communication ability, specifically Spanish, a plus
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
Ease with working remotely using communication tools such as Slack, Google Suite, and Zoom
Tech savvy w/ experience in CRM tools (e.g., Salesforce) is preferred
Associate's degree, Bachelor's degree, or comparable professional experience

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 onboarding process
Prioritize accounts 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 and product for customers and other teams
Collaborate across teams (e.g., Sales and Support) to ensure a smooth customer experience at all stages
Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
Continuing to sell the value of the software to gain buy-in and trust in product capabilities

Desired Qualifications

A proven track record in onboarding new customers is a plus

Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has a lasting social and economic impact. Brightwheel’s vision is to enable high quality early education for every child — by giving teachers meaningfully more time with students each day, engaging parents in the development of their kids, and supporting the small businesses that make up the backbone of the $100 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.

Our Team

We are a fully remote team with employees across every time zone in the US. Our team is passionate, talented, and customer-focused. Our exceptional investor group includes Addition, Bessemer Venture Partners, Chan Zuckerberg Initiative, GGV Capital, Lowercase Capital, Emerson Collective, and Mark Cuban.

We believe that everyone—from our employees to the students, teachers, and administrators we serve— should be given the opportunity to learn and thrive, whatever their background may be. We celebrate diversity in all forms because it allows our team and the communities we serve to reach their full potential and do their best work.

Who you are

The Customer Onboarding team assists new customers in learning how to use brightwheel for the first time. We are seeking Customer Onboarding Specialist contractors as we rapidly expand and prepare for our busiest season. We need go-getters excited to help customers adopt new technology that can significantly impact their program. You are comfortable independently driving critical tasks, have attention to detail, and have polished customer-facing skills. You can also collaborate and communicate effectively with experienced Customer Onboarding team members who will support you to quickly get up to speed and become a productive team member. This position is a 3-month contract with the likelihood of extension and the possibility of becoming full-time.

What you’ll do

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 onboarding process
Prioritize accounts 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 and product for customers and other teams
Collaborate across teams (e.g., Sales and Support) to ensure a smooth customer experience at all stages
Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues
Continuing to sell the value of the software to gain buy-in and trust in product capabilities

Qualifications, Skills, & Abilities

2+ years of customer success, sales, or account management experience
Phone-based sales experience a plus; SDR or ISR experience at a SaaS company is preferred
A proven track record in onboarding new customers is a plus
Comfort with a high-volume funnel that requires careful prioritization to hit ambitious monthly goals
Ability to influence and motivate people in a variety of contexts
Excellent collaboration, organization, time-management, and prioritization skills
Ability to self-manage time-sensitive and detailed tasks and deliver on time every time
Exceptional phone and written English communication skills. Bilingual written and verbal communication ability, specifically Spanish, a plus
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
Ease with working remotely using communication tools such as Slack, Google Suite, and Zoom
Tech savvy w/ experience in CRM tools (e.g., Salesforce) is preferred
Associate’s degree, Bachelor’s degree, or comparable professional experience

Brightwheel is committed to internal pay equity and offers a competitive compensation package. This 3-month contract is at an hourly rate of $24.04/hour for all U.S. locations. Candidate must be available to start May 1st.

Brightwheel is committed to creating a diverse and inclusive work environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

201-500 employees

Website

Preschool & childcare all-in-one software platform

Company Overview

Brightwheel's mission is to give high quality early education for every child. The company has created the leading platform for early education that lets teachers save valuable time through easy tools for assessment, communication, and photo sharing; administrators can manage their business with enrollment, reporting, and online bill pay; parents get a beautiful, real-time view of their child’s day that helps them participate in the learning and continue it at home.

Benefits

Competitive base salary
Equity
Premium medical, dental, & vision coverage
Paid parental leave
Flexible PTO policy
Wellness & productivity stipend
Learning & development stipend

Company Core Values

Deliver value for customers
Take ownership
Get better every day
Think critically, move fast
Dive deep
Trust, and challenge
Make it happen
Achieve extraordinary results