Onboarding Specialist
The role:
- As an Onboarding Specialist, you will be responsible for providing quality and timely onboarding support to new and existing customers.
- Your expertise in customer engagement, enablement, and support will contribute to building strong relationships with our customers and directly impacting their success with Newsela.
- You will have a significant impact on customer adoption and retention, setting customers up for success in the very beginning of their journey with second-to-none onboarding support.
- As a key driver for customer success, you’ll do everything from overseeing onboarding, handling customer kick-off calls, enablement, troubleshooting issues as they arise, creating customer facing support documentation, and helping to execute on the implementation strategy to make the customer onboarding process as seamless and efficient as possible.
- You will configure the account to integrate with the customer LMS, SIS, and SSO systems and ensure accuracy of all information within our systems.
- You will advocate for customer needs and driving continuous improvements to our products by proactively relaying product requests and feedback to our Product and Content teams.
- You will be responsible for delivering strong operational performance and will be driving customer adoption and retention from the very first steps of their journey.
Why you’ll love this role:
- As an Onboarding Specialist, you will act as the customer’s trusted onboarding advisor and manage a close relationship with them during their first 60 days at Newsela, making sure all questions and technical issues are resolved during the initial onboarding phase.
- You will help customers achieve their desired business outcomes while also driving customer accountability to complete onboarding projects in a timely manner.
- You will assess and track the effectiveness of customer adoption programs to continually adjust strategies and create action plans to address any adoption challenges or hotspots.
- You will manage risks to onboarding projects and elevate high risks to appropriate management channels.
- You will communicate technical concepts seamlessly with the audience in mind, and you will ensure our customers know where they are at in the onboarding process and next steps of the process at all times.
- You will collaborate with our professional learning team and leverage professional learning resources to maintain customer engagement and to set them up for success.
- You will work with customers to integrate Newsela with their LMS, SIS, and SSO systems and work with our support team to remove bottlenecks in the technical implementation process, filling any information gaps along the way.
Why you’re a great fit:
- You have 2+ years of experience in a related role or field, such as customer onboarding/implementation, customer success, and technical support roles.
- You have a strong understanding of SaaS business models and customer onboarding best practices.
- You have the technical aptitude and comprehension to quickly learn and understand software products.
- You are comfortable scrutinizing processes to identify inefficiencies and enhancements.
- You have a demonstrated record of working both independently and with a team to own cross-functional initiatives.
- You are comfortable acting as the customer’s liaison to our different onboarding stakeholders and gather the necessary information to help complete each milestone in the onboarding process.
- You are able to stay organized and a strong aptitude for note taking, data hygiene and data integrity; generally data-driven with the ability to mine data and translate into key themes and opportunities.
- You have experience using customer success platforms or CRM systems (Salesforce, Gainsight, Salesloft, etc).
- A deep understanding of School Information Systems (ie. PowerSchool, Infinite Campus), Learning Management Systems (ie. Canvas, Schoology) and SSO Portals (ie. Clever, Classlink) is a plus.
Compensation range: $70,000 - $75,000 OTE. Total compensation for this role includes a variable component, incentive stock options and benefits.
About Newsela:
Newsela takes authentic, real world content from trusted sources and makes it instruction ready for K-12 classrooms. Each text is published at five reading levels, so content is accessible to every learner. Today, over 3.3 million teachers and 40 million students have registered with Newsela for content that's personalized to student interests, accessible to everyone, aligned to instructional standards, and attached to activities and reporting that hold teachers accountable for instruction and students accountable for their work. With over 15,000 texts on our platform and multiple new texts published every day across 20+ genres, Newsela enables educators to go deep on any subject they choose.
Why you’ll love working at Newsela:
- Health & Wellness: Access to the world’s leading medical experts for healthcare (pets included!). Discounts and resources to stay healthy: mind, body, and soul.
- Work From Home: Almost all of our roles are fully remote - tech stipend included!
- Supporting ALL Families: Supplemental programs and time off to take care of your family and yourself.
- Time Off: Flexible PTO to recharge, including Sabbatical Leave
- Inclusive Experiences: Robust DEIB curriculum, Identity & Experience Groups (Affinity Groups + Employee Resource Group), Authentic & Transparent conversations with Executive Leadership Teams, and integration of DEIB lens across Talent lifecycle processes.
- Professional Development: Holistic Learning & Development Programs that enable meaningful & inclusive experiences, programs that build future-focused competencies, cohort & community learning sessions that foster a sense of belonging, and individual development plans aligned with your personal and professional aspirations to turn goals into reality.
- Make A Difference: No matter your role or department, the work you do each day helps share the future of education and improves the lives of students and teachers.