Technical Onboarding Manager

About the Role:

We’re looking for a customer-facing Technical Onboarding Manager to own the first step on the road to each customer’s success. By leading our customers through their onboarding journey to include handing off a customer with Sales, running the onboarding meetings, providing technical guidance to highly-technical customers, solving customer’s implementation questions, and making sure that the environments of existing customers are well-maintained, you will be an integral part of the customer experience at Recast.

The ideal candidate is an empathetic communicator that loves to get into the technical weeds and deeply understand Recast’s products and the customers’ environments; you’re happy to go down rabbit holes but know that driving customer value is the number one priority. We’re looking for a problem solver that isn’t afraid to work across teams to get the information and the results that the customer needs.

What You'll Do: 

• Own all components of onboarding, including setting up calls, understanding the customer's unique environment needs, facilitating the meetings, completing follow-up tasks, and serving as a technical advisor for the first 90 days of a customer’s journey leading to a successful deployment.
• Assist customers with configuration of their products as part of their broader environment, sharing best practices and offering recommendations.
• Provide insight and technical expertise to create the appropriate resources (videos, trainings, documentation) to facilitate onboarding.
• Strive to improve the processes around onboarding and implementation to make the experience seamless and delightful for new and existing customers.
• Work cross-functionally with Customer Success, Support, and Product to prioritize recurring issues for the development team to resolve.
• Devise and host customer trainings serving as Recast’s subject matter expert 
• Develop a deep understanding of Recast’s products, our customers’ environments, and the systems market at large.

What You've Done:

• 2+ years of experience in a technical customer-facing or internal service role.
• 2-5 years of relevant work experience with systems administration using Microsoft's Endpoint Management services including hands-on deployment experience with MECM and/or Intune.
• Strong working knowledge of the Windows desktop and server operating systems.
• Strong knowledge of complex enterprise network environments and infrastructure and knowledge of the day-to-day world of Configuration Manager, Intune, and Microsoft tools used by IT teams to manage these environments.
• Strong attention to detail and a commitment to delivering high-quality work within defined timelines.

What Stands Out:

• Experience implementing SaaS products in customers' technical environment.
• Excellent communication skills across mediums and audiences and a deep desire to solve customer problems.
• Highly accountable and self-motivated, comfortable owning projects from conception to launch.
• Exceptional ability to juggle multiple projects and customers at the same time with unfaltering consistency.
• Understanding of modern management concepts, such as Cloud Management Gateway, Co-Management, AutoPilot and Company Portal.
• Eagerness and comfortability learning new technologies.
• Strong problem solving and critical thinking skills with an enthusiastic attitude.
• Ability to work independently with excellent time management and prioritization skills.
• Curiosity, empathy, and an eagerness to learn about Recast, our customers, and their environments.
• Working knowledge of Recast Software and our product suite.
• Proficient in PowerShell scripting and automation techniques to streamline administrative tasks and improve operational efficiency.
• Familiarity with the following technologies:
  • SQL
  • IIS administration
  • Microsoft’s SQL Server Reporting Services
  • PowerBI

What We Value: 

• We take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self-motivation and determination. We deliver results that matter for our customers and our team.
• We get curious. Curiosity moves us forward. We ask questions, try new things, and learn from mistakes. Challenges are opportunities to explore creative solutions that benefit our customers and drive continuous improvement.
• We work together. We appreciate the power of diverse perspectives. Through open communication, we help one another and leverage our collective expertise for better outcomes. We build trust through teamwork.
• We embrace change. Change is inevitable; we meet it with agility and resilience. We navigate with courage and find possibility in uncertainty. We adapt for the future, shaping our path with purpose.
• We choose empathy. We aim to deeply understand the needs of our customers and one another - it's the foundation of our relationships. We assume positive intent and practice mutual respect. We prioritize a culture of belonging because success is a shared journey.

What We Offer: 

• The salary range for this position is $72,000-$105,000. Additionally, cash compensation for this role includes 7.5% annual discretionary bonus potential. Salary may vary based on experience, skills, and geographical location. 
• Medical, dental, and vision
• FSA or HSA with company contributions 
• Employer paid STD, LTD, AD&D and life insurance 
• 401k with 4% employer match
• Work-life balance, flexible time off, and remote work options
• Parental leave