Director of Onboarding Implementation (Fully remote)
Branching Minds, United States
Job Description
Branching Minds’ mission is to empower all educators to effectively, efficiently, and equitably support the holistic needs of their students; and to create a path to academic and personal success for every learner. Already supporting over 1,500,000 students across 200+ districts from over 30 states, our vision is to be the most impactful national K12 school district solution for achieving high-fidelity RTI/MTSS; consistently demonstrating our ability to save teachers' planning/documenting time, improve outcomes of our students, and eliminate achievement gaps.
As a startup, we don’t have to play by the rules of traditional organizations. We get to be innovative in the solutions we develop for our partners and the way we conduct our business for ourselves. Branching Minds is also a Benefit corporation. We get to prioritize our mission gt; profit, and the means of getting there is just as important as the ends. We err towards self-management, transparency, collaboration, initiative, and giving a damn.
If using innovation to reimagine education in service of equity energizes you -- join our team!
The Director of Onboarding amp; Implementation will play a critical role in leading our customer implementation and onboarding efforts as we continue to expand our customer base at the state, district, and school levels. Leveraging your love of systems building and process standardization, you will lead a team of implementation specialists to ensure our customers have a smooth and seamless onboarding experience that includes data integration, platform customization and initial professional learning needed to successfully launch Branching Minds. The Director of Onboarding amp; Implementation will report into the Vice President of Customer Success.
- Lead customer onboarding amp; implementation at Branching Minds with a focus on increasing time to value, customer satisfaction and retention
- Help foster a company-wide culture of structured, collaborative and timely customer onboarding that includes establishing the partnership, system configuration, data implementation and professional learning
- Develop strong understanding of the customer’s goals and objectives in customer onboarding and data implementation
- Develop scalable and consistent onboarding workflows by customer segment leveraging tools and technology to streamline processes
- Responsible for oversight of all customer implementations ensuring timely completion and provide regular reporting and visibility on the status of implementations
- Manage assignments when new deals close and balance the ratio of onboarding projects across the team
- Create and support escalation process for stalled implementations or at-risk accounts
- Collaborate with customer success, professional services and other stakeholder to define onboarding health
- Work closely with sales to set expectations for successful onboarding and data implementation
- Own the customer onboarding journey including milestones, deliverables and timelines
- Be an expert within the platform, sharing best practices and scenarios to enhance product launch and use
- Ensure a smooth hand-off to customer success and support once implementation is complete
- Identify opportunities for continuous improvement and share best practices for customer onboarding amp; implementation
- Introduce new processes and workflows for implementation and project management across different teams (i.e., sales, product, customer success, professional services and support)
- Ensure thorough documentation and key customer information is captured for cross-team accessibility
- Promote adoption of key processes in project management software, including task management, tracking and milestone progress
- Collaborate across teams to support escalated and stalled accounts to ensure fast resolution
- Support troubleshooting and problem-solving as issues arise during implementation
- Recruit, mentor, develop and inspire a best-in-class implementation team
Requirements
Why We Want You:- A bachelor’s degree or prior experience successfully implementing technologies and implementing clients, ideally either at an EdTech company or within school districts
- 3+ years of leadership experience in software industry, ideally within an education-related field
- Experience leveraging technology to support implementation and provide cross-team visibility (e.g., Hubspot, Slack, ChurnZero, Asana)
- Strong understanding of common K12 data sources and use cases primarily rostering and assessments
- Strong problem-solver with great attention for detail and an eye for workflow improvement
- Ability to effectively communicate with all levels of both