Customer Onboarding Specialist - Craft Education

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:
 

Grade: Professional 306

Pay Range: $60,300.00 - $90,500.00

Job Description

The Customer Onboarding Specialist for Craft is responsible for building a scalable, adaptable onboarding strategy from the ground up, tailored to our diverse and digitally inexperienced customer base. You will work closely with customers who are new to the apprenticeship space, guiding them through the onboarding process in a way that ensures they feel supported and successful from day one. This role requires agility and a deep understanding of how to create personalized onboarding experiences for Edtech/Saas Customers.

 

• Work directly with customers to configure the Craft platform to meet their business needs.
• Troubleshoot configuration issues.
• Help customers understand the implications that configuration choices have on system behavior and capabilities.
• Design and develop a customer onboarding strategy from scratch, with an emphasis on low digital literacy users and first-time customers.
• Lead the onboarding process for all new customers, ensuring a seamless experience from sales handoff through successful product adoption.
• Create tailored onboarding materials, including guides, walkthroughs, and step-by-step resources that meet the unique needs of each customer segment.
• Act as the primary point of contact during the onboarding phase, offering personalized support and troubleshooting to help customers overcome challenges.
• Continuously refine and improve onboarding processes based on customer feedback and real-time data to ensure they remain relevant and effective.
• Collaborate closely with internal teams to ensure smooth handoffs and that all departments are aligned on customer needs during the onboarding phase.
• Establish key onboarding metrics (e.g., time to value, customer satisfaction, onboarding completion rates) and optimize the process to improve these KPIs over time.

Qualifications

Knowledge, Skills, and Abilities

• Experience with technical systems, configuring software settings, and troubleshooting data issues.
• Proven ability to develop and implement onboarding strategies that cater to users who are new to the digital space and require hands-on guidance.
• Strong problem-solving skills, with the ability to adapt quickly and think creatively in a fast-paced, dynamic environment.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships and trust with customers who may feel uncertain about new technology.
• Self-starter mentality, comfortable working in an environment where processes and structures are still being established.

Education
Bachelor’s degree in business or a related field.

Experience
2+ years of related experience in SaaS technology customer onboarding, customer success, or project management.

Experience in lieu of education
Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Preferred Qualifications
Experience with start-ups, edtech, education or working with customers with low digital literacy.
Familiarity with project management and customer success tools is a plus.

This position requires occasional travel of up to 20%, including required atte