Customer Onboarding Operations Specialist - Brand New Programs
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 $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.
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. From decision making, to how we operate, we ground ourselves in our Leadership Principles every day.
Who You Are
Brightwheel is actively seeking a highly motivated individual to play a key role in supporting and training our customers for the successful implementation of brightwheel at their childcare centers. This position necessitates strong communication and customer service skills, coupled with the ability to effectively motivate our customers while consistently highlighting the value of our platform.
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, adeptly managing challenging customer interactions, and providing technical training on various aspects of our product is essential.Join our dynamic team and contribute to the enhancement of education through innovative solutions and exceptional customer service.
What You'll Do
- Assist customers in getting started with opening a new childcare center and preparing them to utilize the brightwheel product effectively
- Own a running portfolio of 150+ accounts as they work toward successfully opening their centers and adopting brightwheel
- Prioritize accounts to support customers in taking strategic, timely steps to open their new childcare centers successfully
- Overcome customer objections to ensure the customer feels confident with the positive change and value brightwheel will bring to their brand new program
- Diagnose and resolve technical challenges our customers experience as they get their system configured and their center open and operating
- 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 journey
- Use 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
Qualifications, Skills, & Abilities
- 2+ years of 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
- Ability to create urgency and motivate people to launch with brightwheel
- 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
$25.48 - $25.48 an hour
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.
For cash compensation, brightwheel sets standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies.
In addition to equity, our annual cash compensation for this role in all US-based locations is an overall on-target earnings of $53,000 (an hourly rate of $25.48).
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.
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