[Hiring] Onboarding Coordinator @SofterWare

Role Description

The Onboarding Coordinator will be responsible for managing and guiding clients through the onboarding process for SofterWare’s database management applications. This role focuses on ensuring a smooth, organized, and successful client onboarding experience that drives product adoption, client satisfaction, and long-term success. The Onboarding Coordinator will act as the primary point of contact for new clients, coordinating timelines, resources, and communication across teams while incorporating data management and nonprofit best practices. This role plays a critical part in shaping the client’s first impression of DonorPerfect, with a strong focus on organization, accountability, and customer satisfaction. Onboarding Coordinators are also responsible for identifying opportunities to improve processes, enhance the client experience, and increase overall implementation effectiveness.

Key Responsibilities

• Lead and manage the end-to-end onboarding process for new clients, serving as the primary point of contact to ensure timely, successful implementation and strong client alignment throughout.
• Manage multiple onboarding projects simultaneously by developing and maintaining detailed plans, timelines, and milestones to ensure organization, accountability, and high-quality execution.
• Coordinate cross-functional resources (Sales, Data Services, Training, Support, Product) to deliver a seamless onboarding experience.
• Proactively identify risks, delays, or blockers and implement solutions to keep implementations on track.
• Set and manage expectations regarding deliverables, timelines, and responsibilities, proactively realigning expectations as needed to ensure project success.
• Provide guidance on data management and system setup best practices aligned with nonprofit needs.
• Drive onboarding progress by communicating updates, facilitating kickoff and status meetings, and ensuring alignment to meet key targets such as time-to-launch and client satisfaction.
• Evaluate and continuously improve onboarding processes, documentation, workflows, and templates by incorporating client feedback and internal insights to enhance efficiency, scalability, and overall client experience.
• Participate in team meetings, special projects, and initiatives to support departmental and organizational goals.
• Document client interactions, project progress, issues, and resolutions in CRM systems to ensure visibility and continuity.
• Identify and coordinate resolution of client issues, escalating when appropriate to ensure timely outcomes.

Qualifications

• Strong organizational, prioritization, and time management skills, with the ability to manage multiple implementations, balance competing priorities, and effectively distinguish between urgent and important tasks.
• Demonstrated ability to plan, prioritize, and execute work across varying timelines and levels of complexity.
• Excellent verbal and written communication skills, with the ability to actively listen, build trust, and adapt messaging to diverse client and internal audiences.
• Proven ability to build and maintain client relationships, with a strong focus on delivering a high-quality customer experience.
• Ability to take ownership of challenges, think critically, and drive issues through to resolution in a timely and effective manner.
• Resourceful problem solver with the ability to research, analyze, and implement solutions to complex or unfamiliar issues.
• Collaborative team player who shares knowledge, supports colleagues, and contributes to a positive, solutions-oriented team environment.
• Proficiency with standard business applications, including Microsoft Office Suite, Salesforce, Google Workspace, and Slack.
• Ability to quickly learn and navigate new systems, particularly database-driven or SaaS platforms.

Requirements

• 2+ years of customer service experience.
• Experience working with relational databases.
• Familiarity with the needs and challenges of non-profit organizations is desirable.
• Experience with managing multiple projects simultaneously.

Benefits

• Paid time off and volunteer days.
• Matching gifts program.
• Parental and military leave.
• 401(k) with employer match and profit sharing.
• Medical, prescription, vision, and dental coverage.
• Pre-tax dependent coverage and voluntary benefits.
• Short-term disability.
• Employee Assistance and Wellness Programs.