Onboarding Coordinator Internship

SofterWare•Fort Washington, PA

About The Position

The DonorPerfect Onboarding Coordinator is responsible for ensuring a high level of customer satisfaction with our software implementation process. It involves working with our customers to identify their database needs, customize the database in accordance with those needs, and provide the software to the customer. This is a facilitator and motivator role, working closely with our clients and staff to ensure collaboration, communication, visibility, and successful completion of implementation milestones and timelines. In addition to working closely with staff members to facilitate the delivery process, Onboarding Coordinators constantly seek ways to improve the onboarding process. Onboarding Coordinators control the first impression presented to clients who have made the decision to purchase DonorPerfect; this important responsibility is always first and foremost in their day to day work.

Requirements

Superior organizational skills and a strong attention to detail is critical to this role.
Build and maintain customer relationships with an orientation toward exceptional customer service.
Strong project management skills to effectively manage multiple projects with varying deadlines.
Excellent verbal and written communication skills. Able to actively listen, build trust, and adapt communication styles and tactics to fit the client or colleague.
Encourages team unity through sharing information or expertise and collaborates well with colleagues.
Proficiency with some standard software applications (Microsoft Suite, Salesforce, Google Workspace,Slack,etc).
Ability to take ownership and resolve difficult or complicated challenges.
Prioritizes tasks by importance and deadline. Discerns what is crucial from what is just urgent. Adjusts priorities as situations change.
Critical thinking skills and resourcefulness in terms of researching solutions to complex problems

Responsibilities

Provide exceptional customer service to ensure client satisfaction throughout all stages of the onboarding process.
Communicate regularly with the client during the implementation process to guide and drive completion of key onboarding milestones, while also problem solving, answering questions about the entire onboarding process, database, or service, and serving as their primary contact person.
Work with the customer and various internal resources to facilitate the efficient delivery of the software.
Determine and implement any customization requirements in the software to meet the client's needs.
Deliver all purchased software and ensure a proper transition to the Training and Support departments.
Document every step of the onboarding process including problems, solutions, and actions taken in a CRM system (currently Salesforce).
Recognize situations that warrant escalation, provide updates, and communicate to management details about client issues so that guidance and/or corrective action can be taken.
Develop resources and materials to improve the effectiveness and efficiency of the implementation process.
Complete or assist clients with completing the initial functions necessary to begin using the software. This includes importing data, customizing forms, and populating the enrollment form.
Maintain proficiency in the more specialized areas of the onboarding process such as implementing ReadySetAuction, guiding Enterprise clients, and coordinating vaulted account transfers.
Monitoring Slack, particularly channels dedicated to Onboarding Coordinators