The Onboarding & Communications Specialist will work closely with the Onboarding Program Management, Customer Success Management, Professional Services, and Customer Success Communication teams to help deliver exceptional customer onboarding and adoption experiences focused on helping customers receive value and driving usage of their solutions throughout the customer journey.
What You’ll Do:
Collaborate with multiple Customer Success teams to create and deliver resources to support the customer journey.
Engage with customers through 1:1, 1: many, and digital-led initiatives to ensure successful onboarding, implementation, and adoption.
Manage customer communication, scheduling, and logistics for onboarding engagements leveraging Gainsight.
Partner with Onboarding Program Management and Professional Services to create impactful presentations and evaluate onboarding and implementation progress.
Monitor and analyze data to assess the impact of engagements.
Create and manage webinars in Goldcast, providing support and resources before and after events.
Help define and implement processes and workflows for webinar creation and promotion, ensuring content is up-to-date.
Develop and administer Webinar and Email Communication calendars.
Update and maintain Customer Success websites to ensure customers have access to the most relevant resources.
What You´ll Bring:
3+ years’ experience working in a SaaS environment focusing on Onboarding, Customer Success, Training, Support, or Marketing.
Strong communication skills, with the ability to build relationships and comfortably engage leaders.
Detail oriented and organized, with the ability to manage multiple projects and tasks.
Strong collaboration skills and can effectively promote ideas, define timelines and milestones, and secure support from key stakeholders.
Analytical with strong problem-solving skills and an eye for details.
Adaptable to rapidly changing environment .
Ability to create clear and user-friendly customer-facing documentation .
Gainsight, Marketo, and Goldcast experience is a plus but not required.
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Blackbaud is a digital-first company which embraces a flexible remote or hybrid work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.