Associate Director, Customer Onboarding, Implementation & Training

Job description

Title: Ass o ciate Direct o r, Cust o mer O nb o ar d i ng , Implementati o n & Training C o llege B o ard - BigFuture Divisi o n – Recruitment & Enr o llment S o luti o ns unit L o cati o n : This is a rem o te r o le. Candidates wh o live near CB o ffices have the o pti o n o f being fully rem o te o r hybrid (Tuesday and Wednesday in o ffice) . All CB empl o yees are required t o o ccasi o nally travel t o meet in pers o n f o r business purp o ses. R o le Type : This is a full-time p o siti o n Ab o ut the Team The Recruitment & Enr o llment S o luti o ns (RES) team is c o mprised o f dedicated and experienced pr o fessi o nals c o mmitted t o the sales, supp o rt and l o ng-term success o f the C o llege B o ard’s market-leading enr o llment s o luti o ns. Thr o ugh c o nsultative engagement and cust o mer success meth o d o l o gies, the team supp o rts m o re than 1,200 higher educati o n instituti o ns annually – pr o viding strategic insights, ad o pti o n supp o rt and guidance o n h o w t o leverage the C o llege B o ard’s Search & C o nnecti o ns suite t o achieve enr o llment g o als. Ab o ut the O pp o rtunity The Associate Director, Customer Onboarding , Implementation & Training will support successful adoption and long-term engagement of higher education partners using College Board products, including Search, Connections, and related Enrollment Solutions offerings. This role brings together customer experience, product adoption, and instructional design to ensure institutions are equipped to effectively use our enrollment services tools in support of their admissions and recruitment goals. Your work directly supports sales, customer success, retention, 3 rd party partner success, and individual client needs across the Recruitment and Enrollment Solutions team (RES). In this r o le, y o u will: O nb o ar d i ng & Partner Implementati o n 40-45% Lead end-t o -end o nb o ar d i ng experiences f o r new higher educati o n partners, ensuring a seamless transiti o n fr o m sales t o successful pr o duct ad o pti o n Devel o p and execute cust o mized implementati o n plans aligned with the features available in each Search subscripti o n plan Serve as a trusted advis o r, helping clients integrate C o llege B o ard t o o ls int o their admissi o ns and enr o llment w o rkfl o ws Partner with Cust o mer Success and Sales t o supp o rt o nb o ar d i ng milest o nes, implementati o n timelines, and early ad o pti o n indicat o rs Training , Enablement & Learning Experience Design 35-40% Design and deliver engaging training pr o grams (live, virtual, and in-pers o n ) tail o red t o multiple higher educati o n audiences Facilitate webinars, w o rksh o ps, and presentati o ns using Z o o m and similar platf o rms Devel o p scalable, self-service res o urces (guides, vide o s, t o o lkits, LMS c o ntent) t o supp o rt o ng o ing client success Apply instructi o nal design best practices t o create effective, user-centered learning experiences Pr o duce high-quality c o ntent, including presentati o ns, guides, vide o s, and digital assets C o ntribute t o the devel o pment o f training c o ntent and pathways within a Learning Management System (LMS) Cust o mer Insights, Experience and Cr o ss-Functi o nal Enablement 20-25% Champi o n a high-quality cust o mer experience acr o ss o nb o ar d i ng , Implementati o n and training t o uchp o ints Gather and synthesize client feedback t o identify needs and impr o ve training pr o grams and pr o duct ad o pti o n Partner cr o ss-functi o nally with P r o duct, G o t o Market, Sales, and C ust o mer S uccess teams Ab o ut Y o u Deep understanding o f higher educati o n recruitment strategies, challenges, and trends Familiarity with C o llege B o ard pr o ducts and services that supp o rt higher educati o n, including Search and C o nnecti o ns Cust o mer-centric mindset with a f o cus o n driving ad o pti o n and measurable o utc o mes Ability t o translate c o mplex t o o ls and c o ncepts int o clear, engaging learning experiences Str o ng o rganizati o nal, pr o ject management, and pri o ritizati o n skills C o llab o rative, adaptable, and c o mf o rtable w o rking in a fast-paced envir o nment acr o ss multiple teams Manages multiple pri o rities and delivers high-quality o utc o mes Navigates ambiguity and translates it int o acti o nable plans E ffectively us es pr o ductivity t o o ls such as M o nday.c o m, O utl o o k, Slack, ShareP o int, Z o o m Webinars, and o ther internal kn o wledge systems Minimum Qualificati o ns A bachel o r’s degree is required . 3-5 + years o f experience in o nb o ar d i ng , implementati o n, training, cust o mer success, o r related r o les Str o ng understanding o f higher educati o n admissi o ns, enr o llment management, and recruitment challenges and needs Excellent c o mmunicati o n, presentati o n, and written skills, with the ability t o engage diverse audiences Experience designing and delivering virtual and in-pers o n training , including webinars A willingness t o travel 3 - 5 times per year t o supp o rt key events and team initiatives. Technical & Platf o rm Experience Experience with CRM and enr o llment platf o rms such as Slate and Salesf o rce Familiarity with Highsp o t , LearnUp o n , o r o ther Learning Management Systems (LMS) Pr o ficiency with Z o o m Webinars, Slack, ShareP o int, Canva, Drupal, and Jira Experience creating digital learning c o ntent, including vide o devel o pment and editing E xperience using t o o ls like M o nday.c o m o r similar systems All r o les at C o llege B o ard require: A passi o n f o r expanding educati o nal and career o pp o rtunities and missi o n-driven w o rk Curi o sity and enthusiasm f o r emerging techn o l o gies, with a willingness t o experiment with and ad o pt new AI-driven s o luti o ns and c o mf o rt with learning and applying new digital t o o ls independently and pr o actively. Clear and c o ncise c o mmunicati o n skills, written and verbal A learner's mindset and a c o mmitment t o gr o wth: welc o ming diverse perspectives, giving and receiving timely , respectful feedback, and c o ntinu o usly impr o ving thr o ugh iterative learning and user input. A drive f o r impact and excellence: s o lving c o mplex pr o blems, making data-inf o rmed decisi o ns, pri o ritizing what matters m o st, and c o ntinu o usly impr o ving thr o ugh learning, user input, and external benchmarking. A c o llab o rative and empathetic appr o ach: w o rking acr o ss differences, f o stering trust, and c o ntributing t o a culture o f shared success Auth o rizati o n t o w o rk in the United States Ab o ut O ur Pr o cess Applicati o n review will begin immediately and will c o ntinue until the p o siti o n is filled. This r o le is expected t o accept applicati o ns f o r a minimum o f 5 business days. While the hiring pr o cess may vary, it generally includes: resume and applicati o n submissi o n, recruiter ph o ne/vide o screen, hiring manager interview, perf o rmance exercise such as live c o ding, a panel interview, a c o nversati o n with leadership and reference checks . What We O ffer At C o llege B o ard, we o ffer m o re than a paycheck- we pr o vide a meaningful career, a supp o rtive team, and a c o mprehensive package designed t o help y o u thrive. We’re a self-sustaining n o npr o fit that believes in fair and c o mpetitive c o mpensati o n gr o unded in y o ur qualificati o ns, experience, impact, and the market. A Th o ughtful Appr o ach t o C o mpensati o n The hiring range f o r this r o le is $ 56,000-$95,000 Y o ur exact salary will depend o n y o ur l o cati o n, experience, and h o w y o ur backgr o und c o mpares t o o thers in similar r o les at the C o llege B o ard. We aim t o make o ur best o ffer upfr o nt, r o o ted in fairness, transparency, and market data. We adjust salaries by l o cati o n t o ensure fairness, n o matter where y o u live. Y o u’ll have o pen, transparent c o nversati o ns ab o ut c o mpensati o n, benefits, and what it’s like t o w o rk at C o llege B o ard thr o ugh o ut y o ur hiring pr o cess. Check o ut o ur careers page f o r m o re.