Learning Without Tears
  • 08-Mar-2018 to 07-May-2018 (CST)
  • Operations
  • Gaithersburg, MD, USA
  • Salary
  • Full Time

The Technical Onboarding Manager is responsible for developing and managing the technical onboarding process for Learning Without Tears (LWT) products to support customers through successful implementation.

Job Duties:                    

  • Develop and maintain detailed knowledge of the LWT's digital product lines.
  • Create and document the technical onboarding process to ensure a cohesive and successful customer handoff from the sale through implementation.
  • In collaboration with Creative and Marketing groups, design collateral and material to educate customers on the technical onboarding process.
  • Manage the technical on-boarding with key customers.
  • Provide support to key customers and work with the Customer Care team to resolve escalated technical issues regarding LWT's products.
  • Work with internal departments to research, recommend, and implement solutions for technical product initiatives.
  • Manage LWT's current student data integration processes from an operations perspective including documentation, training, and resolving escalated issues. Work with technology team to mainstream existing and new data integrations.
  • Import student roster data based on customer specification. 
  • Identify, track, analyze, and report on KPI's related to product implementation success.
  • Be a resource to the Sales team on the process and best practices for LWT technical implementations.
  • Create and facilitate training for internal groups on technical onboarding processes and tools.
  • Assist and perform additional tasks and special projects as directed by the Product Operations Manager.

Required Education/Skills                

  • B.A. or B.S.
  • 4+ years related experience managing customer onboarding projects and processes for digital projects.
  • Experience working with school customers in the K-12 industry preferred.
  • Ability to work independently and with a team.
  • Strong decision making.
  • Ability to synthesize data/information and make recommendations.
  • Program management and/or experience developing new processes from scratch.
  • Process improvement experience.
  • Excellent communication skills written/verbal; experience consulting with customers and making product recommendations
  • Experience writing customer-facing materials; experience leading trainings and developing training materials.
  • Strong organizational skills with the ability to handle multiple projects at once while completing quality work on a timely basis.
  • Great interpersonal skills; the ability to partner with various internal stakeholders as well as the ability to handle escalated customer requests; the ability to explain technical concepts to individuals with a wide-range of technical skill sets.
  • Experience and comfort working with sensitive & confidential information; excellent ethics and judgment.
  • Ability to excel in a rapidly changing environment.
  • Experience playing the role of internal expert with proprietary software/application toolsets.
  • Experience with data integrations between systems.
  • Experience working with student data and industry integration systems (ex: Clever, ClassLink) preferred.
  • Experience providing tier 2 level customer support.
  • Experience writing documentation and procedures for digital applications.
  • Expertise in MS Office (Excel intensive)
  • Excellent attention to detail.
  • Ability to sit for long periods of time; ability to access, input, and retrieve information from the computer.
  • Ability to work a flexible schedule.
Learning Without Tears
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