Onboarding & Communications Specialist

The Onboarding & Communications Specialist will work closely with the Onboarding Program Management, Adoption, Vertical Customer Success, Professional Services, and Customer Success Communication teams to help deliver exceptional customer onboarding and adoption experiences focused on helping customer receive value and driving usage of their solutions throughout the customer journey.  

What You’ll Do: 

• Prepare reports to identify new users and customers to engage in the onboarding experience.

• Manage customer communication, scheduling, and logistics for onboarding engagements; manage related tasks in Gainsight.

• Collaborate with multiple Customer Success teams to compile and coordinate presenters, resources, and content to support the onboarding experience.

• Partner with Onboarding Program Management and Professional Services to create onboarding presentations, this will include pulling usage and training reports, and evaluating implementation project progress to determine timing of engagement.

• Monitor and analyze data to show the impact of onboarding and adoption efforts in driving desired outcomes and usage of solutions.

• Engage with new and existing customers through 1:1, 1: many, and digital-led initiatives to ensure they are ready for implementation, trained, live, and adopting quickly.

• Identify issues and surface important customer information to internal stakeholders to ensure a smooth, orchestrated customer experience; help troubleshoot and solve customer challenges.

• Develop and maintain comprehensive Adoption, Webinar, and Email Communication calendars and share with main stakeholders.

• Create and manage webinars in Goldcast, work with event organizers, and provide pre- and post-event support, training, reporting, and resources.

• Help manage processes and workflows related to webinar creation and promotional efforts, including adding upcoming and on-demand webinars to Blackbaud sites.

• Coordinate a cross-departmental team to review and evaluate on-demand webinar content and resources, recommending updates to Customer Success related adoption sites and archiving content on a regular basis.

• Update and maintain Customer Success websites to ensure customers have access to the most relevant resources. 

What You´ll Bring: 

• 3+ years’ experience in B2B SaaS environment serving customers in onboarding, Customer Success Management, training, support, marketing, or other roles focused on delighting customers

• Demonstrates strong computer skills, including experience with the Microsoft Office Suite and PowerPoint. 

• Gainsight, Marketo, and Goldcast experience is a plus but not required. 

• Detail oriented and organized, with the ability to manage multiple projects and tasks.

• Effectively communicates, with the ability to initiate and manage positive interactions and relationships.

• Demonstrates strong collaboration skills and can effectively promote ideas, define timelines and milestones, and secure support from key stakeholders.

• Capacity to analyze and evaluate trends, data, and complex issues to document best practices, develop new processes, and resolve issues in creative ways.

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