Responsibilities
- Provide comprehensive onboarding and product adoption support to customers implementing the brightwheel product suite.
- Support a rolling portfolio of approximately 100+ customer accounts over the typical 4–12 week onboarding lifecycle, including both pre-opening administrators and newly launched centers.
- Plan and execute onboarding activities in a manner that supports agreed-upon milestones and successful platform activation.
- Help address and overcome customer objections by clearly articulating brightwheel’s value and building confidence in the positive operational impact of the platform.
- Diagnose, troubleshoot, and assist with resolving technical or configuration challenges customers encounter during system setup and early usage.
- Coordinate with Brightwheel team members, as needed, to fulfill onboarding deliverables and ensure a smooth customer experience (e.g., Sales, Support).
- Apply strong critical thinking and problem-solving skills to accurately identify root causes, assist with investigating issues, and support timely resolution.
- Consistently reinforce the value of the brightwheel platform throughout onboarding to support long-term product adoption and customer success.
Requirements
- 2+ years of experience in customer success, sales, account management, or onboarding, with a strong track record of driving positive customer outcomes.
- Excellent verbal and written English proficiency, enabling clear, professional communication with customers and internal stakeholders.
- Proven experience managing multiple customer onboarding projects independently
- Strong organizational skills and ability to manage a high-volume onboarding or sales pipeline, with prioritization and follow-through to consistently meet customer milestones.
- Ability to coach customers through onboarding, handle objections, and identify opportunities to expand product adoption or upsell.
- Ability to work overlapping with U.S. time zones (Eastern Standard Time or Pacific Standard Time)
- High attention to detail combined with patience, empathy, and professionalism when supporting customers or navigating complex or challenging situations.
- Comfortable working independently in a remote, fast-paced, evolving environment, using tools like Slack, Google Workspace, Zoom, and CRM platforms (e.g., Salesforce).
Work Arrangement
Hybrid
Team
Structure: distributed team with remote employees across every US time zone, as well as select offices in the US and internationally
Additional Information
- Contractors engaged through this program are not employees of Brightwheel and are not entitled to benefits, supervision, or employment protections. Contractors retain control over how services are performed, and may provide services to other clients, subject to reasonable conflict-of-interest restrictions.
- 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.
