Sr. Technical Onboarding Manager

About Recast Software: 

Recast Software empowers organizations to better manage and support users and devices. Our mission is to simplify the work of IT teams and enable them to create highly secure and compliant environments. Our software does this by seamlessly integrating with existing IT infrastructure to quickly remediate issues, ensure compliance, enhance security, and maintain clear visibility across all devices. Recast is a rapidly growing software company with its solution being used by thousands of enterprise organizations in more than 125 countries, impacting millions of devices and (more importantly) the people who use them. 

About the Role:

We’re looking for a customer-facing Senior Technical Onboarding Manager to own the first step on the road to each customer’s success. By leading our customers through their onboarding journey to include handing off a customer with Sales, running the onboarding meetings, providing technical guidance to highly-technical customers, solving customer’s implementation questions, and making sure that the environments of existing customers are well-maintained, you will be an integral part of the customer experience at Recast.

The ideal candidate is an empathetic communicator that loves to get into the technical weeds and deeply understand Recast’s products and the customers’ environments; you’re happy to go down rabbit holes but know that driving customer value is the number one priority. We’re looking for a problem solver that isn’t afraid to work across teams to get the information and the results that the customer needs. 

• Own all components of onboarding, including setting up calls, understanding the customer's unique environment needs, facilitating the meetings, completing follow-up tasks, and serving as a technical advisor for the entirety of the customer’s onboarding journey  leading to a successful deployment.
• Assist customers with configuration of their products as part of their broader environment, sharing best practices and offering recommendations.
• Serve as a Subject Matter Expert in installation and configuration of our products, advising peers, company leadership, and customers of best practices and areas of future growth.
• Serve as escalation point for the Onboarding team to solve challenging technical issues
• Coach and mentor colleagues within the Onboarding organization, investing in your peer's technical, customer service, and leadership skills.
• Strive to improve the processes around onboarding and implementation to make the experience seamless and delightful for new and existing customers.
• Work cross-functionally with Customer Success, Support, and Product to prioritize recurring issues for the development team to resolve.
• Develop a deep understanding of Recast’s products, our customers’ environments, and the systems market at large.
• Support internal and external training on Recast Software products.
• Collaborate with colleagues to develop and deliver comprehensive training materials and sessions for both staff and clients, ensuring thorough understanding of Recast Software features and best practices.
• Address questions and provide ongoing support during and after training events to promote effective product utilization and continuous learning.

• 5+ years of relevant work experience   with systems administration using Microsoft's Endpoint Management services including hands-on deployment experience with MECM  and/or Intune.
• 2+ years of experience in a technical customer-facing or internal service role.
• 2+ years of experience with complex enterprise network environments.
• Strong working knowledge of the Windows desktop and server operating systems.
• Strong attention to detail and a commitment to delivering high-quality work within defined timelines.
• Experience delivering training sessions to both technical and non-technical audiences.

• Experience implementing SaaS products in customers' technical environment.
• Proven ability to manage environments where devices have transitioned across Microsoft Endpoint Manager configurations, including MECM, Co-Managed, and Intune. 
• Excellent communication skills across mediums and audiences and a deep desire to solve customer problems.
• Highly accountable and self-motivated, comfortable owning projects from conception to launch.
• Exceptional ability to juggle multiple projects and customers at the same time with unfaltering consistency.
• In-depth knowledge of endpoint management, security, and compliance    using Intune and Entra.
• Familiarity with modern management approaches, including co-management with Configuration Manager and AutoPilot.
• Eagerness and comfortability learning new technologies.
• Strong problem solving and critical thinking skills with an enthusiastic attitude. 
• Curiosity, empathy, and an eagerness to learn about Recast, our customers, and their environments.
• Working knowledge of Recast Software and our product suite.
• Proficient in PowerShell scripting and automation techniques to streamline administrative tasks and improve operational efficiency. 
• Familiarity with the following technologies: SQL, IIS administration, Microsoft’s SQL Server Reporting Services, PowerBI.

What We Value: 

• We take initiative. We have a culture of ownership and progress over perfection. We proactively drive outcomes with self-motivation and determination. We deliver results that matter for our customers and our team.

• We get curious. Curiosity moves us forward. We ask questions, try new things, and learn from mistakes. Challenges are opportunities to explore creative solutions that benefit our customers and drive continuous improvement.

• We work together. We appreciate the power of diverse perspectives. Through open communication, we help one another and leverage our collective expertise for better outcomes. We build trust through teamwork.

• We embrace change. Change is inevitable; we meet it with agility and resilience. We navigate with courage and find possibility in uncertainty. We adapt for the future, shaping our path with purpose.

• We choose empathy. We aim to deeply understand the needs of our customers and one another - it's the foundation of our relationships. We assume positive intent and practice mutual respect. We prioritize a culture of belonging because success is a shared journey.

What We Offer: 

• The salary range for this position is $90,000-$125,000. Additionally, cash compensation for this role includes 10% annual discretionary bonus potential. Salary may vary based on experience, skills, and geographical location. 

• Medical, dental, and vision

• FSA or HSA with company contributions 

• Employer paid STD, LTD, AD&D and life insurance 

• 401k with 4% employer match

• Work-life balance, flexible time off, and remote work options

• Parental leave

Why we love working at Recast:

It takes great people across an entire company to build great tools. As a growing start-up, every employee has an opportunity to make a huge impact on our business, as well as ample opportunities to learn and grow. We are a people-first culture with passionate, talented, and supportive teammates. We are committed to making every employee feel respected and valued. We recognize to bring our best selves to Recast, it’s important for everyone to nurture their lives outside of work. 

Recast provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information or characteristics, marital status, familial status, veteran or military status, status regarding public assistance, membership or activity in a local commission, or any other protected status in accordance with applicable federal, state, local, and international laws.