Associate Director, Customer Onboarding, Implementation & Training

Title: Associate Director, Customer Onboarding, Implementation & Training

College Board - BigFuture Division – Recruitment & Enrollment Solutions unit

Location: This is a remote role. Candidates who live near CB offices have the option of being fully remote or hybrid (Tuesday and Wednesday in office). All CB employees are required to occasionally travel to meet in person for business purposes.

Role Type:

• This is a full-time position

About the Team

The Recruitment & Enrollment Solutions (RES) team is comprised of dedicated and experienced professionals committed to the sales, support and long-term success of the College Board’s market-leading enrollment solutions. Through consultative engagement and customer success methodologies, the team supports more than 1,200 higher education institutions annually – providing strategic insights, adoption support and guidance on how to leverage the College Board’s Search & Connections suite to achieve enrollment goals.

About the Opportunity

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, 3rd party partner success, and individual client needs across the Recruitment and Enrollment Solutions team (RES).

In this role, you will:

Onboarding & Partner Implementation 40-45%

• Lead end-to-end onboarding experiences for new higher education partners, ensuring a seamless transition from sales to successful product adoption

• Develop and execute customized implementation plans aligned with the features available in each Search subscription plan

• Serve as a trusted advisor, helping clients integrate College Board tools into their admissions and enrollment workflows

• Partner with Customer Success and Sales to support onboarding milestones, implementation timelines, and early adoption indicators
  

Training, Enablement & Learning Experience Design 35-40%

• Design and deliver engaging training programs (live, virtual, and in-person) tailored to multiple higher education audiences

• Facilitate webinars, workshops, and presentations using Zoom and similar platforms

• Develop scalable, self-service resources (guides, videos, toolkits, LMS content) to support ongoing client success

• Apply instructional design best practices to create effective, user-centered learning experiences

• Produce high-quality content, including presentations, guides, videos, and digital assets

• Contribute to the development of training content and pathways within a Learning Management System (LMS)

Customer Insights, Experience and Cross-Functional Enablement 20-25%

• Champion a high-quality customer experience across onboarding, Implementation and training touchpoints

• Gather and synthesize client feedback to identify needs and improve training programs and product adoption

• Partner cross-functionally with Product, Go to Market, Sales, and Customer Success teams

About You

• Deep understanding of higher education recruitment strategies, challenges, and trends

• Familiarity with College Board products and services that support higher education, including Search and Connections

• Customer-centric mindset with a focus on driving adoption and measurable outcomes

• Ability to translate complex tools and concepts into clear, engaging learning experiences

• Strong organizational, project management, and prioritization skills

• Collaborative, adaptable, and comfortable working in a fast-paced environment across multiple teams

• Manages multiple priorities and delivers high-quality outcomes

• Navigates ambiguity and translates it into actionable plans

• Effectively uses productivity tools such as Monday.com, Outlook, Slack, SharePoint, Zoom Webinars, and other internal knowledge systems

Minimum Qualifications

• A bachelor’s degree is required.

• 3-5+ years of experience in onboarding, implementation, training, customer success, or related roles

• Strong understanding of higher education admissions, enrollment management, and recruitment challenges and needs

• Excellent communication, presentation, and written skills, with the ability to engage diverse audiences

• Experience designing and delivering virtual and in-person training, including webinars

• A willingness to travel 3-5 times per year to support key events and team initiatives.

Technical & Platform Experience

• Experience with CRM and enrollment platforms such as Slate and Salesforce

• Familiarity with Highspot, LearnUpon, or other Learning Management Systems (LMS)

• Proficiency with Zoom Webinars, Slack, SharePoint, Canva, Drupal, and Jira

• Experience creating digital learning content, including video development and editing

• Experience using tools like Monday.com or similar systems

All roles at College Board require:

• A passion for expanding educational and career opportunities and mission-driven work

• Curiosity and enthusiasm for emerging technologies, with a willingness to experiment with and adopt new AI-driven solutions and comfort with learning and applying new digital tools independently and proactively.

• Clear and concise communication skills, written and verbal

• A learner's mindset and a commitment to growth: welcoming diverse perspectives, giving and receiving timely, respectful feedback, and continuously improving through iterative learning and user input.

• A drive for impact and excellence: solving complex problems, making data-informed decisions, prioritizing what matters most, and continuously improving through learning, user input, and external benchmarking.

• A collaborative and empathetic approach: working across differences, fostering trust, and contributing to a culture of shared success

• Authorization to work in the United States

About Our Process

• Application review will begin immediately and will continue until the position is filled. This role is expected to accept applications for a minimum of 5 business days.

• While the hiring process may vary, it generally includes: resume and application submission, recruiter phone/video screen, hiring manager interview, performance exercise such as live coding, a panel interview, a conversation with leadership and reference checks.

What We Offer

At College Board, we offer more than a paycheck- we provide a meaningful career, a supportive team, and a comprehensive package designed to help you thrive. We’re a self-sustaining nonprofit that believes in fair and competitive compensation grounded in your qualifications, experience, impact, and the market.

A Thoughtful Approach to Compensation

• The hiring range for this role is $56,000-$95,000

• Your exact salary will depend on your location, experience, and how your background compares to others in similar roles at the College Board.

• We aim to make our best offer upfront, rooted in fairness, transparency, and market data.

• We adjust salaries by location to ensure fairness, no matter where you live.
  

You’ll have open, transparent conversations about compensation, benefits, and what it’s like to work at College Board throughout your hiring process. Check out our careers page for more.