Onboarding Specialist

Bonterra exists to propel every doer of good to their peak impact. We measure that impact against our vision to increase the giving rate as a percentage of GDP from 2% to 3% by 2033. We know that this goal is lofty, but we are confident that the right technology and expertise will strengthen trust in the sector, allowing the social good industry to accelerate growth and reach peak impact. Bonterra's differentiated, end-to-end solutions collectively support a unique network of over 20,000 customers, including over 16,000 nonprofit organizations and over 50 percent of Fortune 100 companies. Learn more at bonterratech.com.
The Onboarding Specialist onboards and guides new customer's use of Bonterra's Donor Management Software for small to mid-sized nonprofits. They are the driving force behind our customers achieving the outcomes and value they desire from using our products. They manage the relationship and are the main point of contact for new customers for the first 90 days. They are assigned an expanding portfolio of customers (80+) and they strategically contribute to its near-term development and long-term success.
Essential Functions:

• Master current and new Network for Good product functionality
• Deep understanding of assigned customers' objectives, identify customer pain points, and become a trusted advisor and confidante to them
• Manage and deliver customer onboarding for assigned customers, including coordination and delivery of onboarding sessions
• Track product usage data and use trend analysis to increase adoption of Network for Good products and to provide insights and feedback to both assigned customers and Network for Good departments (e.g., Product, Finance, Marketing, Sales)
• Advocate for the overall health of customers' relationships proactively de-escalating customer issues. Remediate at-risk customers
• Work cross functional with data import team and support team to assist customers in any capacity necessary
• Identify opportunities for improvement of Network for Good's products and customer experience
• Quickly grasp the ins and outs of multiple products and systems and Network for Good policies and procedure

Job Duties

• Lead up to six 1on1 onboarding calls via zoom w/ customers daily
• Troubleshoot data import issues and technical questions in collaboration with Data Import team and support team
• Manage 70-100 accounts over a rolling 90 days
• Track and maintain personal KPIs
• Update Salesforce account records regularly with account notes and customer status
• Outreach to customers via email and phone to encourage them to complete onboarding criteria within the 90- day timeline

Required Skills

• Customer-centric mindset
• Strong interpersonal skills with the ability to connect to people quickly
• Impeccable communication skills both written and verbal
• Troubleshoot issues and think quickly to solve customer issues in real-time
• Ability to prioritize and manage multiple projects at a time (with competing deadlines)
• Ability to communicate complex or technical concepts to non-technical audiences
• Strong technical, analytic and problem-solving skills
• Ability to present to large groups of people as well as 1:1
• High level of patience and compassion

Compensation
The range displayed on this job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and in addition to benefits this role may be eligible for discretionary bonuses/incentives, and equity.
US Base Salary Range: up to $60,000
Please note that the compensation range and benefits specified in this job posting is applicable to candidates based in the United States. For international applicants, actual salary offers and benefit plans may vary based on the local market compensation standards and will be determined in accordance with regional considerations, including but not limited to applicable laws, cost of living, and industry norms.
We will be accepting applications for this role until 9/1/2024
Our Culture: Our team is made up of industry experts and advocates who are 100% committed to supporting the doers of social good. We are currently undergoing an effort to create the vision and values that embody our collective organization and embrace the individuals who make up our community.
Our comprehensive and competitive benefits include:

• Generous Flexible Time Off (FTO) Policy
• Up to 15 paid company holidays including some commemorating social justice events and self-care
• Paid volunteer time
• Resources for savings and investments
• Paid parental leave
• Paid sick leave
• Health, vision, dental, and life insurance with additional access to health and wellness programs.
• Opportunities to learn, develop, network, and connect

We are committed to being an equal opportunity employer and evaluate qualified applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, diversity of thought and any other characteristic protected by applicable law.