Technical Onboarding Manager

Gravyty’s cutting edge SaaS platform enables higher education, K12, and nonprofit organizations to accelerate their mission through technology. We combine human intelligence from our amazing and diverse global team with AI to deliver personalized and relevant experiences that optimize engagement and fundraising success.

We are looking for a highly organized and results-driven Technical Onboarding Manager to join our team in the ed-tech and nonprofit software industry. As a Technical Onboarding Manager, you will play a pivotal role in ensuring the efficient and smooth implementation and delivery of our software solutions to IT professionals and enterprise clients in Education and NonProfits. Your ability to bridge the gap between technical and non-technical teams will be essential for success. You will play a vital role ultimately leading to increased adoption, customer satisfaction, and retention.

Responsibilities

• Customer Onboarding: Lead the technical onboarding process for new enterprise clients - most often educational institutions and non-profit organizations, including understanding their specific requirements, technical infrastructure, and objectives. Ensure each customer is onboarded properly, completely, and within the designated time frame.
• Configuration: Work to configure our SaaS solutions to align with their business needs, providing technical expertise and recommendations.
• Technical Training: Conduct in-depth training sessions for clients to ensure they have a strong understanding of the software's functionality and features, as well as how to effectively use and manage the platform.
• Project Management: Develop and manage project plans, timelines, and milestones to ensure successful onboarding, tracking progress, and proactively addressing any roadblocks.
• Issue Resolution: Address technical issues, troubleshoot problems, and collaborate with cross-functional teams, such as product development and support, to provide timely solutions.
• Documentation: Create and maintain comprehensive onboarding documentation, best practices, and knowledge resources to support clients and internal teams.
• Feedback and Improvement: Gather client feedback and insights to improve the onboarding process and provide recommendations for product enhancements.
• Customer Relationship Management: Build strong, lasting relationships with clients, serving as the primary point of contact during the onboarding phase and ensuring their ongoing satisfaction.

Preferred Qualifications

• Experience in higher education, private K12 schools, or non-profit organizations
• Experience in fundraising, development, advancement, or advancement services / gift processing
• Prior work with major gift officers, annual funds/annual giving, digital gift officers, students or volunteers in development offices, digital giving or other roles with responsibility to identify, engage, cultivate, solicit and steward current and prospective donors and partners to maintain and expand financial support of an institution
• Knowledge of CRM systems such as Blackbaud, RENXT, SalesForce, BBMS, etc
• Experience in technical onboarding, implementation/deployment, customer success, or a related role within an enterprise SaaS / tech company.
• Strong understanding of software configuration, and technical support.
• Exceptional project management skills, with a demonstrated ability to manage multiple client onboarding projects simultaneously.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical stakeholders.
• Problem-solving and troubleshooting capabilities.
• Strong team collaboration and customer relationship management skills.
• Self-starter, professional, driven, and a positive, can-do attitude