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.)
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What We Do
uConnect built the first all-in-one virtual career center platform designed to radically improve digital student engagement.
Our mission is to empower the next generation to realize their full potential by improving access to career resources, networks, and opportunities—early in their lives and throughout their careers
91% of students enrolling in college indicated that employment was their primary or sole motivation, yet half of U.S. college students graduate without ever having used career services or its online resources.
uConnect's virtual career center combines career content management and modern student communication to improve visibility, accessibility, and utilization of high-impact career services for students, faculty, and the campus community.
Schools like Bentley University, MIT, and UCLA use uConnect to transform the role of career services from an admitted weakness to a strategic competitive advantage to inspire purposeful pathways from education to employment.
Developed directly from the experience of our founder, uConnect is deeply committed to ensuring every young person can access the career information and support they need to succeed, regardless of their age, what school they go to, or where they are from.
uConnect is backed by leading education technology investors, including Strada Education, LearnLaunch, and Growth Street Partners.
