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Customer Onboarding Specialist

Experienced

PowerSchool | Support | Roanoke, VA

As an Onboarding Manager, you will be part of a dynamic support organization that is responsible for growing and retaining our business at PowerSchool. Included in this role creating and executing a product onboarding plan to provide general assistance to our new PowerSchool customers. The Onboarding Manager’s role will be responsible for verifying that required training has occurred, assist with training as needed, and provide information for support resources to achieve successful product adoption. This position will educate new PowerSchool customers on best practices and become a trusted advisor as they begin using our technology. This position relies heavily on personal accountability for results, a willingness to go ‘the extra mile’ for PowerSchool customers and a collaborative approach that brings the best to each and every customer.

 

Essential duties and responsibilities include the following. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Work with clients, account owners, support and implementations teams to identify and understand customers pain points with the purchased platform
  • Collaborate with internal teams including implementation and support to ensure a successful transition after onboarding is complete
  • Own the customer relationship and communications during the 90-day onboarding process. Track and escalate technical cases. Manage all plans and customer concerns that arise
  • Help improve customers' product knowledge and offer guidance on best practices to ensure adoption and success of purchased platforms
  • Create and deliver onboarding programs and materials
  • Deep dive into customer needs and understand what drives them, in order to provide them with the best use of the platform
  • Provide feedback to internal teams on customer health, technical issues and enhancement requests that arise during onboarding
  • All other duties as assigned

 

To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

Qualifications include:

  • Bachelor’s Degree preferred
  • 1-2 years account management or customer service experience
  • 1-2 years experience with creation and deliver of technical software training
  • Team player mindset with drive, conviction and positive energy
  • Strong organizational and communication skills
  • Proficient in Microsoft Office suite
  • Strong attention to detail and time management
  • Strong customer service and conflict resolution skills
  • Strong presentation and facilitation skills
  • Project management experience preferred
  • Ability to consistently gather feedback from customers