Onboarding Specialist

About Kindsight: 

Kindsight delivers what has never been possible in the nonprofit world: A Fundraising Intelligence platform that incorporates big data, AI, and automation to power modern fundraising. Kindsight is the combination of three companies: iWave, UC Innovation (maker of ascend CRM), and NonprofitOS. Kindsight offers the most comprehensive and innovative advancement and fundraising CRM through ascend, which is enhanced with rich data and insights offered by iWave and the revolutionary AI content creation functionality of NonprofitOS. Kindsight drives efficiency, productivity, and impact for nonprofit, education, and healthcare organizations, and empowers them to have the right conversation, with the right donor, at the right time—every time.

Position Summary:

The Onboarding Specialist is responsible for guiding new customers through the initial stages of their journey with our iwave and engage platforms. This role ensures a smooth and seamless transition for customers by delivering tailored, effective onboarding experiences that maximize user engagement and product adoption to achieve their goals. The Onboarding Specialist works closely with cross-functional teams, including Customer Success, Support, Sales, Finance and Product, to ensure customers understand how to fully utilize the platform’s features and capabilities. The ideal candidate will have a customer-centric mindset, excellent communication skills, attention to detail, and a strong understanding of SaaS products and workflows. This role is key in helping customers realize value from the platform quickly, contributing to long-term satisfaction and retention.
 

What You’ll Do:

• Customer Onboarding: Plan and facilitate the onboarding process for new customers, including scheduling, preparing material, and providing clear guidance on product adoption, setup, configuration, and integrations. Ensure customers can successfully adopt and utilize the iwave and engage products, and any new product offerings.
• Onboarding Support: Work directly with customers to answer questions, troubleshoot basic technical issues, and provide step-by-step support during their onboarding journey.
• Training and Documentation: Deliver tailored training sessions, webinars, and create customer-facing documentation to help customers quickly gain proficiency with the platforms. 
• Collaboration: Collaborate with the Onboarding Team Lead 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.
• Customer Health Monitoring: Proactively monitor user adoption during the onboarding phase, while identifying any potential churn risks or upsell opportunities. 
• Continuous Improvement: Provide feedback on onboarding processes and tools to help refine and improve the customer experience. Contribute to the development of onboarding materials and standard operating procedures based on customer needs and challenges.
• Metrics Tracking: Support tracking key metrics such as time-to-value, customer adoption, and engagement to inform process improvements and enhance the onboarding journey.
   

What We’re Looking For:

• Experience: 1+ years of experience in customer onboarding, implementation or customer service, in a SaaS environment, with a focus on guiding customers through the initial adoption phase.
• Communication Skills: Strong verbal and written communication skills, with the ability to follow customer narratives to understand their point of view to find workable solutions and explain complex concepts clearly.
• Technical Aptitude: Comfort with technical products and the ability to guide customers through product setup and configurations. Familiarity with Salesforce is an asset. 
• Customer-Centric Mindset: A passion for customer success and a proactive, problem-solving approach to addressing customer needs and helping them achieve their goals with our products.
• Collaboration: Ability to work closely with internal teams (Sales, Product, Customer Success) to align on customer goals and needs.
• Organizational Skills: Ability to manage multiple customer accounts simultaneously while ensuring high standards of service and attention to detail.
• Adaptability: A willingness to learn new technologies, tools, and processes to improve the onboarding experience.

• Education: Bachelor’s degree in Business, Communications, or a related field, or equivalent experience in a customer-facing role.

Compensation Range: $40,000-50,000 CAD OTE, based on experience, market benchmarks and role complexity. We aim to offer fair, competitive pay that reflects your skills and the market.

This advertised position is for an existing vacancy at Kindsight. At Kindsight, we’re proud to be a place where everyone belongs and has an equal opportunity to contribute, thrive and grow. We hire based on skills, potential, and impact, and we believe our differences fuel innovation. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. We’re building a workplace where everyone has the opportunity to do meaningful work and make a difference.

We leverage artificial intelligence (AI) tools to support certain aspects of our recruitment process. These tools may help with resume screening, drafting job descriptions, creating interview questions and occasionally identifying potential candidates. All hiring decisions are made by our people, not AI. Our intent is to use AI thoughtfully to streamline administrative tasks, improve the candidate experience and support fair, unbiased hiring practices consistent with industry standards.