Customer Onboarding Specialist

Our Mission and Opportunity

Early education is one of the greatest determinants of childhood outcomes, is a must for working families, and has lasting social and economic impact. Brightwheel’s vision is high quality early education for every child. We pursue this by directly supporting teachers in the classroom, engaging parents in the development of their kids, and enabling the small businesses that make up the backbone of the $175 billion early education industry. Brightwheel is the most loved technology brand in early education, trusted by tens of thousands of providers and millions of educators and families.

Our Team

Our team is passionate, talented, and customer-focused. We embody our Leadership Principles in our work and culture. We are a fully remote team with employees across every time zone in the US. Our exceptional investor group includes Addition, Bessemer, Emerson Collective, Lowercase Capital, Mark Cuban Notable Capital, and others.

Who You Are

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.

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.

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 learning and adopting the brightwheel product for their center
• Own a running portfolio of 100+ accounts throughout the 4-12 week brightwheel customer onboarding process
• Prioritize accounts upon which to take strategic, timely actions to complete the implementation process
• 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
• Use strong critical thinking and troubleshooting abilities to correctly identify, investigate, and resolve customers’ technical or usage issues
• 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 journeyParticipate in ongoing training to develop brightwheel product and onboarding skills

Qualifications, Skills, & Abilities

• 2+ years of customer success, sales, and/or account management experience
• A proven track record in onboarding new customers is preferred
• Familiarity with managing a high-volume workflow, with the ability to prioritize tasks effectively in order to achieve monthly objectives
• Ability to create urgency and motivate customers to launch a product as soon as possible
• Comfort with addressing customer objections, diving deep to uncover roadblocks, and creating a path forward
• Excellent collaboration across internal stakeholders to help resolve customer concerns
• Strong prioritization and time management skills, with the ability to handle time-sensitive and detail-oriented tasks efficiently to consistently meet deadlines
• Exceptional phone and written English communication skills. Bilingual written and verbal communication ability (specifically Spanish) is a plus
• Exceptional attention to detail, ensuring all client interactions are handled meticulously
• Patience and empathy while teaching customers and handling tricky customer situations
• Comfort with ambiguity, change, and a fast-paced environment that will evolve rapidly
• Proficient in utilizing remote communication technologies, including Slack, Google Suite, and Zoom
• Proficient in utilizing CRM tools, with a preference for experience with Salesforce software

Equity & Ownership:

We believe in empowering our employees as stakeholders in brightwheel’s success. As an equity holder, your financial upside grows alongside the company’s achievements, offering a truly meaningful and compelling long-term opportunity.

Premium Benefits & Wellness Support:

We want our team members and their families to thrive. We support this through:

--Healthcare Coverage: Medical, dental, and vision benefits typically valued at $15,000+, with brightwheel providing high coverage for both employees and families 

--Generous Paid Parental Leave for growing families

--Flexible Paid Time Off (PTO) to recharge and relax

--401(k) Enrollment to help you plan for the future

--Monthly Wellness & Productivity Stipend to support your well-being

Work-Life Flexibility:

We are a fully remote company, giving you the flexibility to work from where you thrive. Say goodbye to the commuting hassle and reclaim valuable time for what matters most.

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.