TeachTown is the leading provider of education solutions for students diagnosed with autism, developmental and intellectual disabilities, emotional disorders, and speech/language impairments. We are seeking a Customer Onboarding Specialist to join our growing Customer Experience Team.  As the Customer Onboarding Specialist, you are one of the first points of contacts our customers have in their TeachTown customer journey.  In this role, you will be responsible for setting the tone for a positive customer experience by guiding our new customers expertly and efficiently through onboarding kickoff, product setup, and to the point where they can access and use the system.  To be successful as a Customer Onboarding Specialist, you will need to understand TeachTown’s customers’ needs, set clear expectations for the onboarding process, and provide exceptional customer service from the start of the  onboarding process through to handoff to the Customer Enablement team.

 

Your responsibilities will include, but are not limited to: 

 

• Oversee the planning, organizing, management, and executions of onboarding tasks to ensure our customers have a seamless, efficient, and successful onboarding experience
• Ensure onboarding criteria are completed prior to transitioning to the next step of the customer’s journey
• Act as primary contact for the customer during onboarding process
• Manage customer expectations, scope, and resources needed to successfully deliver to customers’ needs
• Communicate appropriate timeline and expectations with customers
• Coordinate technical and non-technical resources to ensure fulfillment of project requirements
• Develop and communicate project status, risks and issues to all levels of internal and external stakeholders
• Manage customer escalations and issues by coordinating with customers and internal TeachTown team members (e.g., Customer Experience, Sales, Program Enablement, and Tech Support)
• Assist in the development of new processes with cross functional teams to create a smooth onboarding experience

• Responding promptly to reported customer issues including technical customer inquiries, issue triage, and requests via phone, email, tickets or chat
• Effectively communicating issue updates to TeachTown customers either verbally or in writing via TeachTown’s incident tracking systems
• Managing a detailed record of customer interactions and transactions, including useful comments and feedback, according to standard operating procedures.

Position Requirements

• 2+ years of experience in implementation services or customer-facing technical roles,  preferably in EdTech

• Demonstrated experience in owning, managing, and driving projects forward in a timely manner

• Demonstrated experience with organizing and managing multiple workflows simultaneously

• Ability to identify and mitigate implementation risks to ensure positive onboarding experience

• Excellent written/verbal communication and presentation skills

 

 

Additional Notes

• US Work Authorization Required

 

 

About TeachTown

Our mission is to measurably improve the academic, behavioral, and adaptive functioning of students with disabilities. TeachTown offers teachers, parents, and clinicians proven software, curriculum, tools, and strategies that can help them meet educational goals and increase every child’s intellectual and social functioning. Here at TeachTown, we are committed to research and evidence-based practices with an exclusive focus on serving the needs of children diagnosed with autism spectrum disorder, those with intellectual disabilities or developmental delays, and children with emotional and behavior disorders.

 

TeachTown’s solutions are based on the principles of applied behavior analysis, which is the only scientifically validated therapy for students with moderate-to-severe learning disabilities. In addition, the use of machine learning and data analysis enables our software to dynamically adapt curricula scope and provide personalized learning for each student, in a highly scalable manner.

 

TeachTown is supported by L Squared Capital Partners.