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Kindsight · 2 days ago

Onboarding Specialist & Customer Education

United States

Full-time

Remote

Mid, Senior Level

CAD$65K/yr - CAD$75K/yr

3+ years exp

Kindsight builds technology that helps fundraisers make a difference. The Onboarding Specialist & Customer Education role is responsible for shaping the customer onboarding experience and developing scalable training programs to empower customers in product adoption. This position requires collaboration with cross-functional teams to enhance customer engagement and retention.

Funding PlatformInformation TechnologyOnline PortalsSoftware

Responsibilities

Plan and facilitate the onboarding journey for new customers, including scheduling, preparing material, and providing clear guidance on product adoption, setup, configuration, and integrations

Work directly with customers to answer questions, troubleshoot basic technical issues, and provide step-by-step guidance during their onboarding journey

Curate training videos, and manage customer-facing documentation on our Support Center to help customers quickly gain proficiency with the platforms

Collaborate with the Manager of Onboarding 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

Proactively monitor user adoption during the onboarding phase, while identifying any potential churn risks or upsell opportunities

Provide feedback on onboarding processes and tools to help refine and improve the customer experience

Track key metrics such as time-to-first-value, customer adoption, and engagement to inform process improvements and enhance the onboarding journey

Lead onboarding initiatives for customer accounts, ensuring alignment with customer goals and timelines

Drive customer adoption and time-to-first-value by providing expert guidance on product setup, integrations, and best practices

Track key performance indicators such as onboarding success rate, time-to-first-value, training attendance, and content engagement

Use data-driven insights to continuously refine onboarding workflows, training content, and user enablement strategies

Design, deliver, and continuously improve scalable customer training programs, including on-demand videos, onboarding guides, articles and internal SOPs

Develop learning paths for various customer products (e.g. iWave and Engage) to enhance product proficiency

Collaborate with Product Marketing Manager to ensure training content reflects product capabilities and messaging

Work collaboratively with the Manager of Onboarding to implement a content management system (LMS or knowledge base) to support scalable customer education

Contribute to onboarding team strategy and scaling efforts through process documentation and playbooks

Partner with Sales, Product, Customer Success, and Support to ensure a cohesive and consistent customer onboarding and education experience

Provide insights from onboarding and training programs to influence product development, customer communications, and retention strategies

Qualification

SaaS onboardingCustomer educationTraining program developmentTechnical proficiencyProject managementCustomer-centric mindsetCommunication skillsCollaboration