Customer Onboarding Manager

About Kindsight 

Kindsight delivers what has never been possible in the nonprofit world: A Fundraising Intelligence platform that incorporates big data, AI, and automation to power modern fundraising. Kindsight is the combination of three companies: iWave, UC Innovation (maker of ascend CRM), and NonprofitOS. Kindsight offers the most comprehensive and innovative advancement and fundraising CRM through ascend, which is enhanced with rich data and insights offered by iWave and the revolutionary AI content creation functionality of NonprofitOS. Kindsight drives efficiency, productivity, and impact for nonprofit, education, and healthcare organizations, and empowers them to have the right conversation, with the right donor, at the right time—every time.

Position Summary:

Our Customer Onboarding Manager plays a pivotal role in ensuring the successful onboarding of our  customers. They will play a crucial role in ensuring new customers have a seamless and successful transition onto our platform. This role will involve working closely with customers to understand their needs and guide them through the onboarding process to ensure they derive maximum value from our products. 

What You'll Do:

• Develop and refine value driven onboarding processes and workflows to streamline the customer onboarding experience.
• Identify opportunities for optimization and efficiency gains, and implement standardized processes that can be leveraged to deliver tangible benefits to customers.
• Build strong relationships with new customers, serving as their advocate and trusted advisor. Understand their desired outcomes and business objectives, and tailor the onboarding experience to align with these goals,
• Leverage key learnings from customers to create standardized templates, guides, and resources such as onboarding checklists, training materials, and communication templates.
• Conduct training sessions for both customers and internal team members to ensure alignment with the value delivery framework.
• Drive customer retention and growth among our customers by ensuring practises lead to successful customer adoption through understanding their needs and objectives and helping them achieve their desired outcomes and success in their mission
• Collaborate with customers to configure the software in a way that directly supports their desired outcomes and delivers measurable value. Provide guidance on best practices and optimal setup.
• Act as a liaison between customers and internal teams to address any issues or concerns that may arise during the onboarding process.
• Onboard new customers smoothly, ensuring they have a seamless transition to our products.
• Proactively monitor the effectiveness of onboarding programs by gathering feedback from various stakeholders, analyzing related data, and gathering insights to improve and iterate on onboarding processes and programs.

What We're Looking For:

• Bachelor's degree in business administration, marketing, communications, or a related field (or equivalent experience).
• 3+ years in Customer Success, or Relationship Management in a SaaS environment
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers at all levels.
• Strong problem-solving abilities, with a proactive and resourceful approach to addressing customer needs and challenges.
• Analytical mindset, comfortable working with data to derive insights and make data-driven decisions.
• Detail-oriented and organized, with the ability to manage multiple customers and projects simultaneously.
• Proven success in customer onboarding
• Familiarity with Salesforce, Gainsight, MS Office and Google Suite
• Passion for delivering exceptional customer experiences and driving long-term customer success.
• Experience working with and a passion for non-profit organizations
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality, with a bias for speed and action