Onboarding & Communications Specialist

The Onboarding & Communications Specialist will work closely with the Onboarding Program Management , Adoption, Vertical Customer Success, Professional S ervices, and Customer Success Communication teams to help delive r exception al 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.
• P artner with Onboarding P rogram Management and Professional Services to create onboarding presentation s , this will include pulling usage and training reports, and evaluat ing 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 solution s.
• 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 ; h elp troubleshoot and solve customer challenges.
• D evelop and maintain comprehensive Adoption, Webinar, and Email Communication calendars and share with main stakeholders.
• Create and ma nage webinar s in Goldcast , work with event organizers, and provid e pre- and pos t -event support , training, reporting , and resources.
• Help manage processes and workflows related to webinar creation and promotional efforts , including adding upcoming and on-deman d 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.
• U pdate 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 s trong computer skills, including experience with the Microsoft Office Suite and PowerPoint.
• Gainsight , Marketo, and Goldcast exper ience is a plus but not required.
• Detail oriented and organized , with the ability to manage multiple projects and tasks.
• Effectiv e ly communicates, with the ability to initiate and manage positive interactions and relationships.
• Demonstrates s trong collaboration skills and can effectively promote ideas, define tim e l i n e s and milestones, a nd 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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