Digital Customer Onboarding Manager – Craft Education

Digital Customer Onboarding Manager – Craft Education

Requirements

• Proficiency in building processes with digital tools, including Notion, Salesforce, and Zendesk (or similar CRMs and support platforms).
• Deep knowledge of and proficiency with tools like Salesforce, Zendesk, Chameleon (or other in-app onboarding tools).
• Deep understanding of TTV, CSAT, CES, and NPS, including how to track, interpret, and act on them.
• Familiarity with emerging digital customer success tools and best practices to stay ahead of scalability challenges.
• Ability to interpret data from customer health metrics to identify patterns and proactively address customer needs.
• Strong ability to explain technical concepts clearly for audiences with varied digital literacy.
• Ability to quickly identify and address inefficiencies in workflows.
• Strategic thinking required to design systems that can scale as customer needs evolve.
• Ability to work independently to build solutions while identifying opportunities for improvement.
• Ability to adjust processes and strategies to meet diverse customer needs.
• Analytics skills to derive actionable insights from data.
• Exceptional communication skills to explain technical concepts to low-literacy users.
• Project management skills to design and deliver scalable processes.
• Collaboration with Product, Engineering, and Customer Success teams.
• Proven track record of creating scalable processes from scratch, leveraging technology to automate workflows and improve customer engagement.
• Demonstrates high level of initiative to design workflows independently and introduces scalable automations.
• Demonstrates autonomy required to identify and resolve operational inefficiencies without heavy reliance on leadership.
• Proven achievements in building and scaling digital customer workflows.

Responsibilities

• Builds and optimizes digital customer onboarding processes from the ground up, using technology to deliver scalable solutions that address common customer needs.
• Builds automation processes for customer outreach and health monitoring.
• Designs and implements digital workflows to streamline customer onboarding and engagement that balance automation with personalization.
• Analyzes customer health metrics and proactively addresses friction points.
• Responds to customer needs dynamically and adjusts processes based on feedback.
• Diagnoses engagement and onboarding issues and proposes and implements scalable solutions.
• Develops in-app guidance and resources to improve user self-sufficiency.
• Identifies, implements, and integrates the digital tools needed to streamline customer onboarding, education, and support within Craft, using platforms like Notion, Salesforce, and Zendesk.
• Develops automation workflows to enhance customer interactions, including tracking engagement metrics, delivering targeted resources, and managing customer health.
• Designs and leads a structured digital onboarding process to help customers efficiently set up apprenticeship programs and manage recruitment on Craft.
• Tailors onboarding sessions to meet customers’ varying experience levels, providing clear guidance on program setup, recruitment, content management, and platform navigation.
• Creates digital resources and self-service tools, such as tutorials, webinars, and FAQs, to help customers become self-sufficient on Craft.
• Collaborates with the Customer Education Lead to ensure content is accessible and aligns with our customers’ specific needs, especially around apprenticeship program launch and recruitment.
• Builds systems to monitor and report on key metrics (e.g., TTV, CSAT, CES, NPS) that gauge customer engagement, satisfaction, and platform adoption.
• Proactively identifies potential friction points for customers and implement scalable strategies to address them, ensuring a positive and efficient customer experience.
• Acts as the primary digital support resource for customers, addressing technical questions related to Craft’s features and integrating feedback into process improvements.
• Collaborates closely with the engineering team on complex support issues, tracking resolution times in Zendesk to optimize customer experience.
• Establishes a feedback loop with customers to capture insights on their Craft experience, using data to refine processes and influence product enhancements.
• Works closely with Product and Engineering teams to optimize platform usability, feature accessibility, and support content.

Preferred Qualifications

• Specific familiarity with apprenticeship programs and workforce development
• Experience in startups or high-growth environments