Associate Director, Customer Onboarding, Implementation & Training

Accountabilities

• • Lead end-to-end onboarding and implementation experiences for new higher education partners, creating customized plans aligned with product capabilities, subscription levels, timelines, and customer objectives.
  • Serve as a trusted advisor throughout onboarding, helping clients integrate enrollment and recruitment tools into their existing admissions and enrollment workflows.
  • Partner with Sales and Customer Success teams to coordinate onboarding milestones, monitor early adoption, and support long-term customer engagement and retention.
  • Design and deliver engaging training programs for higher education audiences through live, virtual, and in-person sessions, webinars, workshops, and presentations.
  • Create scalable self-service learning resources, including guides, videos, toolkits, presentations, digital assets, and LMS-based training content.
  • Apply instructional design principles to translate complex products, tools, and processes into clear, practical, and user-focused learning experiences.
  • Champion a high-quality customer experience across onboarding, implementation, and training touchpoints, identifying opportunities to improve adoption and customer outcomes.
  • Gather, analyze, and synthesize customer feedback to strengthen training programs, product adoption strategies, and overall partner experience.
  • Collaborate with Product, Go-to-Market, Sales, Customer Success, and other stakeholders to support cross-functional enablement initiatives.
  • Manage multiple projects and competing priorities while maintaining high-quality deliverables, clear communication, and reliable execution.
  • Use productivity, collaboration, CRM, learning, and content tools to manage projects, deliver training, maintain resources, and support customer-facing activities.
  • Travel approximately 3–5 times per year to support key events, customer engagements, and team initiatives.

  Requirements

  • Bachelor’s degree required, with 3–5+ years of experience in customer onboarding, implementation, training, customer success, enablement, or a related field.
  • Strong understanding of higher education admissions, enrollment management, recruitment strategies, industry challenges, and customer needs.
  • Experience designing and delivering virtual and in-person training, including webinars, workshops, presentations, and other learning experiences.
  • Ability to translate complex technology, products, and processes into clear, engaging, and actionable content for diverse audiences.
  • Experience with CRM and enrollment platforms such as Slate and Salesforce, along with familiarity with LMS or learning platforms such as LearnUpon or similar solutions.
  • Proficiency with tools such as Zoom Webinars, Slack, SharePoint, Canva, Drupal, Jira, Monday.com, and comparable productivity or collaboration platforms.
  • Experience creating digital learning content, including video development and editing, presentations, guides, and other multimedia resources.
  • Strong project management, organizational, prioritization, and time-management skills, with the ability to manage multiple initiatives simultaneously.
  • Customer-centric mindset with a focus on measurable adoption, successful outcomes, and long-term partner relationships.
  • Excellent written, verbal, and presentation skills, with confidence engaging stakeholders across different levels and functions.
  • Ability to navigate ambiguity, adapt quickly to changing priorities, and turn complex situations into actionable plans.
  • Collaborative, empathetic, and proactive approach, combined with strong problem-solving skills and a continuous-learning mindset.
  • Curiosity about emerging technologies and willingness to experiment with and independently adopt new digital and AI-enabled tools.
  • Authorization to work in the United States and willingness to travel periodically as required.

  Benefits

  • Hiring salary range of $56,000–$95,000, with the final offer based on factors such as location, experience, qualifications, skills, and market considerations.
  • Annual bonus opportunities and potential merit-based salary increases and promotions.
  • Remote-first work environment, with hybrid flexibility available for employees located near designated offices.
  • Comprehensive benefits package designed to support employees' professional and personal well-being.
  • Mission-driven work focused on expanding educational and career opportunities for students.
  • Investment in employee development, growth, recognition, and long-term career progression.
  • Opportunities to collaborate with cross-functional teams and contribute to high-impact initiatives.
  • Periodic travel opportunities for key events, customer engagements, and team activities.