Associate Director, Customer Onboarding, Implementation & Training

About this role

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

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