Customer Onboarding Manager

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At Compass, our people are united by a common purpose to make the school day more productive, more impactful and more enjoyable. We're a global provider of School Management Information Systems (MIS) and already support over 3,000 schools across Australia, Ireland and the UK.

We are embarking on an exciting journey of growth and are looking for passionate people to join us for the ride.

We want thinkers and problem solvers, who celebrate diversity and thrive in a collaborative team environment to join us and help us transform the lives of teachers, students, and parents all over the world. You'll work as part of a fun, hardworking team who takes ownership of their work and loves to celebrate successfully delivering wins for our customers and for Compass.

About the Role & Team

You will be accountable for the successful migration of schools' MIS data to Compass. You will lead a team to improve processes, drive efficiencies and ensure that schools have an enjoyable, smooth transition over to our software with as little hassle as possible.

What you'll do:

• Team leadership and management, coaching a team to ensure effective delivery of objectives, a positive culture and high levels of engagement
• Drive a culture of excellent service and high expectations in quality of work
• Proactively seek and implement team wide improvement initiatives that are aligned to core business objectives (e.g. increasing onboarding rates, increasing team capacity, Increasing NPS scores, reducing time to train etc.)
• Ensure the Onboarding Team have capacity to migrate the number of schools in the pipeline, communicating closely with the Business Development Team on availability and sales cut off dates
• Stay up to date with changes to data retention policies and market updates with regard to migration techniques and offerings
• Work with the Product team to ensure continuous improvement of the Onboarding processes and increase efficiency
• Build and maintain a thorough understanding of the Compass MIS
• Meet with the schools virtually or in person, to understand their requirements and allay any fears.
• Develop and maintain detailed documentation and processes both internally and externally
• Oversight of Hardware provisioning and delivery according to School dates
• Provide an excellent onboarding experience to all schools
• Ad-Hoc tasks as directed by your manager

Requirements

About You

This position is ideal for an individual with prior experience in team management, handling multiple projects with varying timelines. Previous involvement in MIS data migration and working with Schools is highly desirable.

This is what you'll bring...

• A true passion for putting the customer first
• Experience being a purpose-led leader with the ability to coach and inspire other team members
• Experience maintaining strict timeline of projects, ensuring that internally and externally set deadlines are met
• A highly proactive nature, with the ability to think both creatively and technically
• Strong organisational skills, with excellent time management, and attention to detail
• Strong written and verbal communication and interpersonal skills, with high levels of emotional intelligence
• Confidence in flagging potential concerns regarding customer engagement
• Sound knowledge of Monday.com is desirable
• Sound knowledge of CRM systems

Benefits

What's in it for you?

• We come together with our unique strengths to work towards a common purpose - shaping the future of education. When you join our team, you will collaborate with individuals who are passionate, driven, and open to embracing change in a fast-paced environment.
• A flexible working culture.
• Learning & Development opportunities - we want you to grow and get the most out of your role!

It is a really exciting time to join Compass. We are growing fast and need people who want to grow with us.

Compass is proud to be an equal-opportunity employer. We embrace and celebrate diversity and are committed to creating an inclusive environment for all employees.

Prior to commencing employment, we will require:

• Verification of unrestricted work rights in UK (eg citizenship, passport, or birth certificate).

Salary Range: £40K - £45K