Onboarding Manager
Remote
Customer Success /
Full-time /
Remote
uConnect is on a mission to help more people realize their potential by improving access to career services for all people - early in their lives and throughout their careers. Initially focused on the traditional higher education market, uConnect's All-In-One Virtual Career Center is used by a wide range of institutions including UCLA, MIT, and Baton Rouge Community College to radically improve utilization of career services, career readiness and student outcomes.
We're a mission-driven team working in a fun and collaborative culture which puts people first. We have a physical office in Cambridge, MA but operate as a fully remote organization, encouraging mobility, and for all employees to work from their ideal environment. uConnect is backed by leading technology investors including Growth Street Partners, Strada Education and LearnLaunch.
We are seeking a tech-forward Onboarding Manager to guide our clients through the onboarding and implementation process, ensuring they are set up to reach their goals with our platform. This role requires a strategic, customer-centric approach to serve as both project manager and product expert to our clients. The ideal candidate will possess a strong ability to lead complex software configurations, balance multiple projects simultaneously and drive long-term adoption.
Job Responsibilities:
- Own the onboarding experience end-to-end, project managing the entire onboarding and implementation lifecycle. Your success will be measured by customer satisfaction rates, platform adoption, and onboarding completion rate.
- Serve as the primary point of contact for new clients during the onboarding process, in partnership with the Customer Success Manager.
- Develop a deep understanding of each client and their institution’s strategic goals through internal hand-off workflows and early discovery.
- Manage client technical configurations and requests, including data, security, and privacy reviews, and post-sale implementation items such as SSO, DNS, and integrations.
- Guide clients through uConnect’s product configuration and implementation steps to ensure alignment with their needs.
- Clearly outline and communicate implementation prerequisites (including IT and security review requirements), timelines, milestones, and deliverables.
- Drive customer enablement by facilitating uConnect’s asynchronous virtual training sessions and providing customers with user guides and self-help resources.
- Troubleshoot technical issues, address client inquiries within the support queue and provide timely resolution throughout the onboarding journey.
- Collaborate cross-functionally with internal technical, product, and support teams to ensure client success.
- Monitor onboarding progress, proactively flagging risks and identifying opportunities to re-engage or improve client outcomes.
- Collect and share feedback to continuously improve onboarding processes and product usability.
Required Skills & Experience:
- 5+ years of experience in IT at a college or university
- Strong project management experience and track record in leading complex software implementations across multiple offices (as the customer/college)
- Demonstrated track record of managing and executing technical integrations and configurations as part of onboarding projects (e.g., SSO, data integrations, etc.)
- Strong expertise and capability to influence your own organization in adapting and evolving higher ed data/privacy needs
- Managing tickets in a technical support queue
- Excellent communication and interpersonal skills, with a proactive and client-centric approach
- Technical aptitude and familiarity with SaaS products and technologies
- Experience building, delivering, and facilitating client training and education—both live and asynchronous
- Highly adaptable and thrives in ambiguity, eager to learn with each new interaction
- Problem-solving mindset with the ability to stay organized and adapt to evolving priorities
Bonus Skills:
- Member of, or deeply enriched in the higher education IT community
- Familiarity with content management systems and web development frameworks such as WordPress
- Experience working with CRM platforms (e.g., HubSpot) and customer success tools (e.g., Vitally, ChurnZero, Gainsight, etc.)
$90,000 - $120,000 a year
What else should you know?
At uConnect, we care deeply about our people. We know that a properly incentivized and highly motivated team is critical to our success and seek to ensure our employee experience reflects that. We offer competitive compensation, including participation in a generous employee equity stock option program, and a wide range of employee benefits, and are always committed to being an equal-opportunity employer.
Interested but not sure you're the right fit?
If this sounds like a company you would like to join, but it may not be the right role, please don't hold back from reaching out. Whatever skills you bring to the table or background you're coming from, and we welcome you to start a conversation with us. Just use the subject line: "General Interest."
EEO Statement
Equal Opportunity Employer
uConnect is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.
Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please contact growthops@gouconnect.com.
