JD: Customer Onboarding Specialist
DEPARTMENT: Customer Success
REPORTS TO: Onboarding Team Lead, Customer Experience
JOB STATUS: Full Time (Salary)
LOCATION: Remote (Canada) or On site (PEI)
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, enhanced by rich data and insights from iWave and the revolutionary AI capabilities of NonprofitOS. Kindsight empowers nonprofit, education, and healthcare organizations to maximize their impact, driving productivity and effectiveness to have the right conversation with the right donor, at the right time—every time.
Position Summary:
The Onboarding Specialist is responsible for guiding new customers through the initial stages of their journey with our iwave and engage platforms. This role ensures a smooth and seamless transition for customers by delivering tailored, effective onboarding experiences that maximize user engagement and product adoption to achieve their goals. The Onboarding Specialist works closely with cross-functional teams, including Customer Success, Support, Sales, Finance and Product, to ensure customers understand how to fully utilize the platform’s features and capabilities. The ideal candidate will have a customer-centric mindset, excellent communication skills, attention to detail, and a strong understanding of SaaS products and workflows. This role is key in helping customers realize value from the platform quickly, contributing to long-term satisfaction and retention.
What You’ll Do:
- Customer Onboarding: Plan and facilitate the onboarding process for new customers, including scheduling, preparing material, and providing clear guidance on product adoption, setup, configuration, and integrations. Ensure customers can successfully adopt and utilize the iwave and engage products, and any new product offerings
- Onboarding Support: Work directly with customers to answer questions, troubleshoot basic technical issues, and provide step-by-step support during their onboarding journey
- Training and Documentation: Deliver tailored training sessions, webinars, and create customer-facing documentation to help customers quickly gain proficiency with the platforms.
- Collaboration: Collaborate with the Onboarding Team Lead and other cross-functional teams (Sales, Product, Customer Success) to ensure the onboarding experience is seamless and aligned with the customer’s needs and organizational goals
- Customer Health Monitoring: Proactively monitor user adoption during the onboarding phase, while identifying any potential churn risks or upsell opportunities.
- Continuous Improvement: Provide feedback on onboarding processes and tools to help refine and improve the customer experience. Contribute to the development of onboarding materials and standard operating procedures based on customer needs and challenges
- Metrics Tracking: Support tracking key metrics such as time-to-value, customer adoption, and engagement to inform process improvements and enhance the onboarding journey
What We’re Looking For:
- Experience: 2+ years of experience in customer onboarding, implementation, or customer support in a SaaS environment, with a focus on guiding customers through the initial adoption phase
- Communication Skills: Strong verbal and written communication skills, with the ability to follow customer narratives to understand their point of view to find workable solutions and explain complex concepts clearly
- Technical Aptitude: Comfort with technical products and the ability to guide customers through product setup and configurations. Familiarity with Salesforce is an asset.
- Customer-Centric Mindset: A passion for customer success and a proactive, problem-solving approach to addressing customer needs and helping them achieve their goals with our products
- Collaboration: Ability to work closely with internal teams (Sales, Product, Customer Success) to align on customer goals and needs
- Organizational Skills: Ability to manage multiple customer accounts simultaneously while ensuring high standards of service and attention to detail
- Adaptability: A willingness to learn new technologies, tools, and processes to improve the onboarding experience
- Education: Bachelor’s degree in Business, Communications, or a related field preferred, or equivalent experience in a customer-facing role
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