Director, Customer Onboarding

  • Full Time
  • Anywhere
  • Posted 2 weeks ago

Job Description

 

Title: Director, Customer Onboarding

Location: Indianapolis Indiana; United States

  • Remote, US – Indianapolis, IN

Ask Yourself

  • Are you a passionate and curious go-getter that wants the opportunity to make an impact in a high-growth and fast-paced SaaS company?
  • Are you excited about helping nonprofits reach, engage and retain the donors they depend on to achieve their vision for a better world?
  • Does your company have a philanthropic mascot (Blossom the Orangutan) that oversees their Industry leading customer retention rate and stellar NPS scores?

If you answered yes to those first few questions then you may be just what we are looking for in our next Director of Onboarding.

The Company

  • Through acquisition, Kindful and Bloomerang have joined forces in supporting tens of thousands of non profit professionals globally. Our stand-out team of 270+ employees believes in the value of life with a mission, and they take great pleasure in helping passionate charities make smart decisions that help them reach out, grow, and thrive through easy-to-use software. Together, we’ve created the highest-rated fundraising/donor CRM platform on the market and we are excited for the opportunity to add people like yourself to our best-in-class culture.

The Role

  • The Director of Onboarding will be strategically responsible for managing a team that works with our customers to understand, implement and optimize our donor management solutions. This role reports to the VP of Customer Experience and will work cross functionally with other parts of the business including Sales, Marketing, Customer Success, Support, Sales Ops and Product.

What You Will Do

  • Lead a team of 7 managers and 50 individual contributors that are responsible for the post-sale delivery and implementation of Bloomerangs product offerings.
  • Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects.
  • You will play an instrumental role in helping our Professional Services organization run as effectively and efficiently as possible, ensuring that everything we do is scalable as we grow, and that the leadership team has the information they need to make strategic decisions about the business.
  • Build a solid knowledge foundation of the Bloomerang & Kindful product and our solutions/deliverables in order to support the team and customers.
  • Update and refine Professional Services strategy, including developing required strategy documents on an ongoing basis, as needed.
  • Patriciate in escalations as/if needed, driving towards resolutions and customer satisfaction.
  • Create and maintain departmental staffing and operational budget.

What Does It Take

  • At least 7 years of management experience, preferably in a high-growth SaaS company.
  • Effective decision-maker.
  • Expert in utilizing resources, and putting the right team members in positions for success.
  • Handle more complex coaching questions and training.
  • Broad database experience and context with a focus on best practices.
  • Excellent communication skills, both upward and downward.
  • Strong ability to persuade others in sensitive, complex situations while preserving relationships and rapport.
  • Ability to interact internally and externally on complex issues concerning multiple functions.
  • Builds strong relationships and trust with all levels including peers and executive team.

Benefits

  • Health Insurance: Medical, Vision, Dental, FSA, HSA
  • Paid Parental Leave: For time spent with your little one
  • 401K with Match: To help you save for the future
  • Wellness: You’ll have access to a free subscription to Headspace, a free weekly yoga class taught via Zoom, and a kitchen stocked with snacks and coffee.
  • Time Away: PTO, Flex Days, Volunteer Days, 13 Paid Holidays
  • Equipment: We ship everything to your front door

Location

This is a full-time, permanent position, either fully remote or based in our Indianapolis HQ. We do not offer Visa sponsorship or relocation assistance at this time.

 

To apply for this job please visit boards.greenhouse.io.