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.