Customer Onboarding Manager

at  Compass Education

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