Onboarding & Engagement Specialist Jobs

Summary

Our Onboarding & Engagement Consultant will work with new and existing Google Workspace for Education and CDW Amplified Services SaaS products to help EDU organizations setup, configure, and get the most out of their tech investments. Reporting directly to the Associate Manager of Onboarding & Engagement, this customer-facing role will interact with clients remotely and in person via calls, presentations, training opportunities and in person interactions as assigned or appropriate to the role.

This position requires someone who has a technical background and understanding of Google For Education Workspace environment, an understanding of the technical aspects of an educational environment as well as customer facing skills and entrepreneurial spirit. This position is key to building relationships and trust with AIT customers and ensuring they have the tools they need to provide a safe and effective Google Workspace environment for their users. We expect this person to work in a team while also being able to take a leadership role in their area and be keen to automate/streamline where possible. This position will be a remote position working with team members and customers across numerous time zones, good time management skills and self motivation will be key to success.

Key Areas of Responsibility

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• Monitor and track onboarding progress for customers, including premium onboarding
• Create content and collateral to help customers leverage education editions of Google Workspace
• Assist with developing and delivering onboarding processes for Google Workspace customers
• Serve as a subject matter expert for Google Workspace for Education paid editions
• Work with the Onboarding & Support Lead to implement and deliver engagement strategies Google Workspace
• Work collaboratively across teams to ensure success
• Collaborate with the Technical Writer to maintain and improve the Help Center
• Work with the NA GTC to offer inside information, tips/tricks, and engage folks through the community and live stream events
• Configure and consult on Amplified IT’s licensing tool for new customers
• Manage Help Center content creation, review, and publication via monday board
• Develop and monitor key metrics to drive engagement with Google Workspace, increasing retention and monitoring at risk customers.
• Offer training and insight to school IT Admins on a wide variety of technologies, including Google Workspace paid editions.
• Maintain documentation in Confluence for all accountable services

Other Responsibilities

• Work to support customers as needed if escalated from the support team
• Stay current on Google Workspace for Education changes and modifications
• Become a contributing member on the Updates & Analysis Team
• Understand Amplified Services SaaS

Education and/or Experience Qualifications

• Bachelor’s degree in Computer Science, Information Systems or related discipline, or equivalent relevant experience in addition to the required experience requirement (Background as a Technology Director, Technology Coordinator, or similar role also considered)
• Min 5+ Years Managing a Google for Education in an Education or Corporate environment

Required Qualifications

• Experience supporting and managing Google Workspace environments
• Strong documentation skills
• Exceptional customer service orientation
• An ability to balance and plan the short-term and long-term actions of the team

Preferred Qualifications

• Strong customer interaction and can-do attitude
• Create engaging presentations and be able to present to customers in various formats and settings
• 3+ years professional systems administration experience
• Familiarity with Google Workspace admin console in a K-12 setting, experience using the Google Workspace for Education Paid Editions (Standard, Plus or Teaching and Learning) are a plus
• Understanding of the dynamics of the K-12 space and the roles of educators, students, IT staff and vendors
• Convey technical information and recommendations clearly and concisely
• Excellent oral and written communication skills