Associate Director, Customer Onboarding, Implementation & Training
Title: Associate Director,CustomerOnboarding, Implementation & Training
College Board - BigFuture Division – Recruitment & Enrollment Solutions unit
Location : This is a remote role. Candidates wholive near CBoffices have theoptionof being fully remoteor hybrid (Tuesday and Wednesday inoffice). All CB employeesare required tooccasionally travel tomeet 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 tothe sales, support and long-term successof 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 guidanceon how to leverage the College Board ’s Search & Connections suite toachieve enrollment goals.
AbouttheOpportunity
The Associate Director,CustomerOnboarding, Implementation & Trainingwill 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, 3rdparty partner success, and individual client needs across the Recruitment and Enrollment Solutions team (RES).
In this role, you will:
Onboarding&PartnerImplementation40-45%
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Lead end-to-endonboardingexperiences for new higher education partners, ensuring a seamless transition from sales tosuccessful product adoption
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Develop and execute customized implementation plans aligned withthe features available in each Search subscription plan
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Serve as a trusted advisor, helping clients integrate College Board tools intotheir admissions and enrollment workflows
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Partner with Customer Success and Sales tosupportonboardingmilestones, implementation timelines, and early adoption indicators
Training,Enablement& Learning Experience Design 35-40%
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Design and deliver engaging training programs (live, virtual, andin-person) tailored tomultiplehigher education audiences
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Facilitate webinars, workshops, and presentations using Zoom and similar platforms
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Develop scalable, self-service resources (guides, videos, toolkits, LMS content) tosupportongoing client success
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Apply instructional design best practicestocreate effective, user-centered learning experiences
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Produce high-quality content, including presentations, guides, videos, and digital assets
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Contribute tothe developmentoftraining contentand pathwayswithinaLearning Management System (LMS)
Customer Insights, Experience and Cross-Functional Enablement20-25%
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Champion a high-quality customer experience acrossonboarding,Implementationand training touchpoints
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Gather and synthesize client feedback toidentifyneeds andimprove training programs and product adoption
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Partner cross-functionally withProduct,GotoMarket,Sales, andCustomerSuccess teams
About You
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Deep understandingof higher education recruitment strategies, challenges, and trends
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Familiarity with College Board products and services that support higher education, including Search and Connections
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Customer-centric mindset with a focuson driving adoption and measurableoutcomes
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Ability totranslate complex tools and concepts intoclear, engaging learning experiences
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Strongorganizational, project management, and prioritization skills
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Collaborative, adaptable, and comfortable working in a fast-paced environmentacross multiple teams
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Manages multiple priorities and delivers high-qualityoutcome