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 seamlessly integrates 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.

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—including handing off a customer to Sales, running onboarding meetings, providing technical guidance to highly-technical customers, solving implementation questions, and ensuring that the environments of existing customers remain well-maintained—you will be an integral part of the customer experience at Recast.

• Own all components of onboarding, including setting up calls, understanding the customer’s unique environment needs, facilitating 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…