Customer Onboarding Specialist

Who are we?

Qgiv exists to help people fulfill their passion to make a difference. Founded in 2007, Qgiv now provides thoughtfully-designed, user-friendly fundraising software to more than 6,500 nonprofits in the US and Canada. Nonprofits such as Habitat for Humanity, Big Brothers Big Sisters, Junior Achievement, Humane Societies, and more use Qgiv’s online fundraising tools to delight donors and raise funds for their missions.

We’re guided by our core values: empathy, introspection, honesty + integrity, persistence, openness, respect, and passion. We work hard to meet deadlines and goals, but we also take time to celebrate and have fun! We strive to create a workplace culture in which individuals can be their authentic selves while working towards our company mission. We don’t search for perfect candidates; we look for candidates that are invested in helping us improve while also improving themselves.

About the Opportunity

In this position, you will serve as the liaison between the Sales and Customer Experience teams. Your primary responsibility will be to facilitate the onboarding process for clients at various stages. This involves maintaining consistent communication, addressing inquiries, and facilitating implementation through training and other related activities. Additionally, you'll work closely with the onboarding staff, ensuring that new clients are efficiently processed and delegated to a COS II with the ultimate objective of achieving approval and activation.

Substantial Onboarding Goals

1. Assist with a smooth transition from Sales to Customer Experience during onboarding
2. Timely, efficient and competent responses to all inbound requests via phone and email for all clients being onboarded.
3. Focus on application turnaround time: 5-7 business days
4. Understand NPS (Net Promoter Score) and be aware of how onboarding impacts this
5. Become and remain a product expert

Results

1. Do your part in keeping NPS at 60 or above
2. Help drive 90% activation each month for the most recent 90 day cohort
3. Confidence in the signup flow our clients are working through and ability to troubleshoot the process and questions that come up regarding requirements
4. Ability to validate required documents
5. Working with a sense of urgency in processing incoming clients in an efficient and timely manner

Obstacles

1. Client-Side Obstacles

• Not responsive to complete outbound verification
• Unwillingness to provide government required documentation or information
• Lack of resources to get everything setup initially during onboarding
• Turnover in staff

1. Internal Obstacles

• Getting accurate and thorough information from sales team
• Determining the missing information or incorrect documents for clients of other COS
• Scheduling your day to ensure that response times for open setup tickets are handled each day

Actions

1. Do your part in keeping NPS at 60 or above

2. NPS is all about the willingness of clients to refer, relationship building is key here

3. Adhere to the follow-up procedure as outlined to ensure we’re closing the loop and getting as much helpful feedback on what’s going right AND what’s going wrong with each response

4. Increase Adoption by striving for 90% of clients being implemented in the first 90 days

5. Maintain the implementation spreadsheet

6. Maintain 30/60/90 discussions and leave onboarding notes in Salesforce for Customer Success Managers to ensure lasting relationship building

7. Maintain an average score of 98% for your onboarding training surveys and soon -the onboarding implementation survey.

8. These touchpoints are to ensure we are empowering and educating our clients

9. The switch from training surveys to onboarding in Q2 will ensure we continue to strive for those to 2 goals

10. Repeatable process for onboarding and follow up

11. Maintain and execute a solidified plan for follow-up and touchpoints within the first 90 days regardless of the scenario

12. Maintain and execute a “handoff” process to Customer Success and/or font line based on future goals and touchpoints