Customer Onboarding Specialist – Remote (US Only)

<div> <strong>Our Mission and Opportunity</strong></div> <div>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. <a class="postings-link" href="https://mybrightwheel.com/careers" target="_blank" rel="noopener noreferrer">Brightwheel’s vision</a> 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 $175 billion early education market. Brightwheel is the most loved technology brand in early education globally, trusted by thousands of educators and millions of families.</div> <div> <strong>Our Team</strong></div> <div>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. </div> <div>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. From decision making, to how we operate, we ground ourselves in our <a href="https://mybrightwheel.com/careers" target="_blank" rel="noopener noreferrer">Leadership Principles</a> every day. </div> <div> <strong>Who You Are</strong></div> <div>Brightwheel is seeking a highly motivated individual to play a key role in supporting and training our customers through a successful implementation of brightwheel at their childcare centers. This position necessitates strong communication and customer service skills. Qualified candidates must possess the ability to motivate customers to adopt brightwheel quickly, leverage strong objection-handling skills to address roadblocks, and consistently showcase the value of our platform. This role requires a highly organized individual with strong prioritization skills, capable of effectively managing outreach to customers within a large portfolio.</div> <div>The ideal candidate will possess a proven track record in navigating a fast-paced environment in customer onboarding, customer success, or sales. Comfort with setting and achieving ambitious goals, managing challenging customer interactions, and providing technical training on various aspects of our product is essential.</div> <div>Join our dynamic team and contribute to the enhancement of education through innovative solutions and exceptional customer service.</div> <div> <strong>What You’ll Do</strong></p> <ul class="posting-requirements plain-list"> <ul> <li>Assist customers in learning and adopting the brightwheel product for their center</li> <li>Own a running portfolio of 100+ accounts throughout the 4-12 week brightwheel customer onboarding process</li> <li>Prioritize accounts upon which to take strategic, timely actions to complete the implementation process</li> <li>Engage effectively with customers and resolve concerns in a professional and persuasive manner, communicating the value proposition of brightwheel and instilling confidence in the positive impact it will have on their operations</li> <li>Use strong critical thinking and troubleshooting abilities to correctly identify, investigate, and resolve customers’ technical or usage issues</li> <li>Serve as the expert on brightwheel’s technology platform for customers and other cross-functional teams</li> <li>Collaborate across teams (e.g. Sales and Support) to ensure a smooth customer experience at all stages of the customer journeyParticipate in ongoing training to develop brightwheel product and onboarding skills</li> </ul> </ul> </div> <div> <strong>Qualifications, Skills, & Abilities</strong></p> <ul class="posting-requirements plain-list"> <ul> <li>2+ years of customer success, sales, and/or account management experience</li> <li>A proven track record in onboarding new customers is preferred</li> <li>Familiarity with managing a high-volume workflow, with the ability to prioritize tasks effectively in order to achieve monthly objectives</li> <li>Ability to create urgency and motivate customers to launch a product as soon as possible</li> <li>Comfort with addressing customer objections, diving deep to uncover roadblocks, and creating a path forward</li> <li>Excellent collaboration across internal stakeholders to help resolve customer concerns</li> <li>Strong prioritization and time management skills, with the ability to handle time-sensitive and detail-oriented tasks efficiently to consistently meet deadlines</li> <li>Exceptional phone and written English communication skills. Bilingual written and verbal communication ability (specifically Spanish) is a plus</li> <li>Exceptional attention to detail, ensuring all client interactions are handled meticulously</li> <li>Patience and empathy while teaching customers and handling tricky customer situations</li> <li>Comfort with ambiguity, change, and a fast-paced environment that will evolve rapidly</li> <li>Proficient in utilizing remote communication technologies, including Slack, Google Suite, and Zoom</li> <li>Proficient in utilizing CRM tools, with a preference for experience with Salesforce software</li> </ul> </ul> </div> <div>$24.04 – $24.04 an hour</div> <div>Brightwheel is committed to internal pay equity and offers a competitive compensation package, including base salary, equity, and benefits. Our benefits package includes premium medical, dental, and vision benefits, generous paid parental leave, a paid time off policy, a monthly wellness and productivity stipend, and a Learning & Development stipend.</div> <div>For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies.</div> <div>In addition to equity, our annual cash compensation for this role in all US-based locations is an overall on-target earnings of $62,000. This includes a base level of compensation at an hourly rate of $24.04 (which comes to $50,000/year) with an additional uncapped variable of $12,000 based on performance.</div> <div>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.</div>