Costa Rica onlyAre you passionate about helping customerssucceed?Do you enjoy creatingsupportive and engaging experiences that educate customers andhelp them achieve their goals?We are looking for a creative and self-directedOnboardingProgram Managerto join our globalCustomer Successteamtoengage with customers throughdirect initiativesandmanageour digital onboarding programs for newuserand customers.
As anOnboarding Program Manager, you willbepivotal in shaping the customer journey fromPoint-of-SalethroughGo-Live and beyond, ensuring users are trained, engaged, and actively usingoursolutions.You willcollaboratewithmultiple Customer Success teamsto designscalableonboarding experiences thatpromoteself-service, early value realization, and long-term retention.
What you'll do:
Engage with customers throughdirectand digitalinitiatives to ensure successful onboarding, implementation, and adoption.
Design andmanagedigitalonboardingexperiencesfornew usersandnew customers,andre-onboarding for customers with low or no usageof theirBlackbaud solutions.
Maintain and evolvedigital platformstoguide customers through key onboardingand adoptionmilestones.
Monitor usage data and engagement metricstoidentifyrisk and trigger proactive outreach and campaigns.
Develop playbooks, assets, and self-service resources to support scalableonboardingand adoption.
Coordinatecommunication, scheduling, andlogisticsfor onboarding engagementsleveragingtools likeGainsightandGoldcast.
Contribute to continuous improvementsby analyzing feedback and onboarding outcomes.
What you'll bring:
3+ years’ experience working in a SaaS environment focusedon Onboarding, Customer Success, Training, orDigital Engagement.
Excellentcommunicationand relationship-building skills, including comfort engaging with seniorstakeholders.
Strong initiative and adaptability in a fast-paced,evolving environment.
Detail-oriented and organized, with the ability to manage multiple projects and tasks.
Experience working with cross-functional teams and driving collaborative outcomes.
Analytical with strong problem-solving skills and an eye for details
Ability to create clear, user-friendlydocumentation.
Familiarity withGainsight, Marketo, andGoldcastis a plus but notrequired.
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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.
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