Partner with Sales to create effective customer hand-off process.
Manage support and onboarding documentation.
Design, implement, and train team on how to best onboard, engage, and support customers.
Evaluate functionality of current processes and provide improvement recommendations.
Provide quality control.
Create and monitor metrics to ensure best-in-class customer experience.
Ensure team is meeting / exceeding metrics of quality.
Provide team and customer feedback to Development team on our products and services.
Manage team-escalated customer issues.
Work with the product team to develop and improve services for the onboarding and engagement team.
Manage strategic customer interactions (VIP).

Bachelor’s degree in Computer Science, Information Systems or related discipline.
7+ years of experience in relevant roles including Technology Director, Technology Coordinator, or similar, OR 11+ years of experience in relevant roles including Technology Director, Technology Coordinator, or similar.
1+ years of experience managing a team in an education or corporate environment.
Strong understanding of onboarding and engagement principles and practices.
Excellent problem-solving and analytical skills.
Ability to work independently and as part of a team.
Excellent communication and presentation skills.
Experience supporting and managing Google Workspace environments in K-12 and/or Higher Education, a plus.
Experience with JIRA, Confluence, and Monday or similar tools, a plus.
Current Google and/or Microsoft Technical certifications, a plus.
Prior experience managing an onboarding and engagement team, a plus.

Manager, Onboarding & Engagement

Key skills