Compensation Overview

Salary Range: 28.85 to 28.85 (Currency: USD) (Pay period: per-hour-wage)

What you’ll do

• Own a running portfolio of brand new program accounts, assisting customers in learning and adopting the brightwheel product prior to opening their center
• Overcome customer objections to ensure the customer feels confident in opening their center and the 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 for customers and other cross-functional teams
• Collaborate across teams (e.g. Sales and Support) to ensure a smooth customer experience at all stages of the customer journeyUse strong critical thinking and troubleshooting abilities to correctly identify, investigate, and resolve technical or usage issues
• Continue to sell the value of the software to gain buy-in and trust in brightwheel’s capabilities
• Execute on Onboarding  operations workstream duties within set timeframes and with a high degree of accuracy
• Work closely with leadership to execute given projects that have a clear ROI to the operational effectiveness and efficiency of the Onboarding team or customer experience
• Suggest improvements to the Onboarding process and procedures by identifying gaps, proposing solutions, and working with leadership to implement; participate in scoping, if appropriate

Qualifications, Skills, & Abilities:

• 2+ years of customer onboarding, customer success, sales, and/or account management experience
• Associate’s degree, Bachelor’s degree, or comparable professional experience
• 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
• Excellent collaboration, organization, time-management, and prioritization skills 
• Ability to self-manage time-sensitive and detailed tasks to deliver on time every time 
• Exceptional phone and written English communication skills; bilingual written and verbal communication ability (specifically Spanish) is 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
• Comfort with working remotely using communication tools such as Slack, Google Suite, and Zoom
• Tech-savvy with experience in CRM tools (e.g., Salesforce) is preferred