Implementation Manager, Onboarding Experience

About Us

Shorelight is reinventing the international education experience for both students and universities. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens.

Job Overview

The Partner Implementation team is one of three functional units of the Global Solutions department with a focus on launching new partners and programs and last-mile business development activities. Reporting directly to the Executive Director, Implementation, the Onboarding Manager is responsible for the end-to-end new partner experience. This role will support special projects across the Global Solutions Team as needed.

Essential Functions

• Manage the preboarding, onboarding, and account management transition process for new partners.
• Work closely with new partners to fulfill new partner launch essentials.
• Develop and maintain onboarding documents and communication plans.
• Responsible for conducting partner launch surveys and leading assessment process.
• Finding solutions for optimizing the new partner onboarding process and collaborating with Operations Analyst and the broader team to implement them.
• Managing, assigning, and conducting onboarding meetings, product tours, company presentations, and product demos.
• Collaborate with the Project Operations Manager and other members of the team to organize and communicate the launch plan.
• Understanding partner context, and informing an onboarding that optimizes outcomes.
• Collaborate with SGS and cross-functional stakeholders to develop resources and toolkits.

Security

• Comply with Shorelight Written Information Security Policy, and all other Shorelight Information Security Policies and Procedures
• Take responsibility for any Shorelight assets assigned to you
• Promptly report any security events, incidents or weaknesses to Shorelight Security

Minimum Qualifications

• Minimum 3 years of experience in customer onboarding, communications, customer service and support, sales, account management, or customer success.
• Minimum 3 years of experience in an international higher education environment.
• High emotional intelligence and empathy skills.
• Strong communication skills and the ability to follow customer narratives to understand their point of view and find workable solutions to their issues.
• Strong analytical and goal-oriented mindset backed by basic-to-advanced project management skills.
• Ability to de-escalate customer support requests and maintain a positive, goal-driven customer relationship.

Preferred Qualifications

• Completion of training or courses in customer success
• Project management experience
• Proficient in business systems, e.g. CRMs, specialty onboarding platforms

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Application Process**

To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.

Background Check Required--Education, Criminal, Identity

Shorelight is an Equal Opportunity Employer.