Director Of Customer Onboarding

About Us

At Virtuous, our mission is to build better solutions and create a culture of collaboration and growth. We aim to move the needle on global generosity by making a positive impact on the nonprofits we serve and intrinsically, the world. At our core, we aim to blend philanthropy and technology into one cohesive force.

Our team is made up of humble individuals who are driven by using their skills and expertise to push the boundaries of what is possible. We strive to break the status quo and offer the best products and services for the needs of our nonprofits, exceeding their expectations.

We also recognize the importance of giving back and making a difference in the communities where we live and work. That's why we practice radical generosity, whether it's through charitable donations, volunteering our time and resources, or simply being kind and compassionate to those around us. We enjoy the journey in all of our pursuits, recognizing that the destination is only a small part of the overall experience.

Our Philosophy

At Virtuous we hire the best talent which is not solely defined by skillset but rather the heart and passion for growing generosity in the world. We are not partners but rather champions for the success of the nonprofits we serve. We believe that it's not just about achieving our goals but having fun along the way. We try not to take ourselves too seriously and no one around here is a “big deal”.

The ideal candidate for Virtuous embodies the following beliefs and behaviors that our team shares:

Attributes of a great team member:

• Asks questions with a spirit of curiosity
• Assumes good intent & demonstrates trust in others
• Displays a passion for philanthropy and technology
• Gives feedback freely with candor & grace, welcomes it in return
• Pursues relationships with people different from themselves & creates space to be human
• Celebrates wins & milestones of others
• Actively listens to & empathizes with customers, partners, & team
• Leads by serving. Everyone is willing to make the coffee!

Find our core values & more here.

Position Summary

As the Director of Customer Onboarding at Virtuous, you will be responsible for optimizing customer time to value and initial product adoption through streamlined onboarding packages and processes. You will oversee teams of Onboarding Success Coaches, Data Migration Specialists, and Data Migration Operations Engineers and you will work to ensure that all three teams are working collaboratively toward measurable customer outcomes. You will create and refine onboarding methodology that can be applied to customer implementations that are handled both internally, or externally through the Virtuous Partner Network. That methodology will be influenced by Virtuous company goals such as time to value, customer satisfaction scores, revenue retention and expansion, etc. You will also ensure a smooth handoff of customer accounts from the Onboarding Success Team to the Account Management team once customers are live on the platform.

Reporting to the Senior Vice President of Customer Success, you will be collaborating cross functionally with Account Management, Training, Product Management, Sales, Marketing, and Virtuous Partners on all things related to the customer onboarding experience.

Responsibilities

• Managing 4+ People Managers and Individual Contributors from the Onboarding Success, Data Migration, and Data Migration Operations Engineer teams. This consists of hosting team meetings and stand-ups, one on ones, shadowing customer calls when needed, hosting semi annual reviews, employee coaching and professional development, etc.
• Creating and attaining measurable quarterly goals for your teams that represent customer satisfaction, time to value, and product adoption
• Soliciting customer feedback about their onboarding experience via surveys and video calls to thoroughly understand if we are meeting customer needs and expectations
• Represent the voice of the customer to inform our sales process and product roadmap
• Working closely with Virtuous executive leadership to understand and help determine plans for scale
• Process creation and refinement - this consists of internal processes and documentation, and customer facing processes and documentation pertaining to their onboarding and adoption of the software. Changes to customer facing processes and documentation often warrant collaboration with sales enablement and marketing teams.
• Serving as the escalation point for customers during their onboarding process as needed
• Assisting your onboarding teams with the development of technical solutions that meet customer needs and goals such as coaching on API best practices for custom integrations, determining complex reporting solutions, data migration and data structure needs, etc.
• Generating referrals/new business pipeline from happy customers during their onboarding process
• Manage customer success activities related to customer onboarding, training, and data migration
• Nurturing newly signed customers into reference-able, long term Virtuous advocates
• Collaborate with internal teams and leadership to ensure customer adoption and growth goals are consistently achieved

You Must Have

• An ability to visualize complex scenarios and think strategically before jumping to conclusions
• Team player mindset with high emotional intelligence
• Enthusiastic and creative leader with the ability to inspire others
• 5+ years of relevant experience managing a team as an Onboarding Director, Customer Success Director, or other related role
• B2B SaaS experience required
• Nonprofit consulting or data migration experience a plus
• Exercise wise judgment and identify root causes that go beyond treating symptoms
• A deep understanding and passion for Customer Success key performance indicators
• Methodical organizational skills
• Comfortable working in fast paced environments with constant change
• Knowledge of CRM SaaS preferred
• Exceptional communication skills - ability to build rapport with customers, employees, and remain highly professional
• Nonprofit fundraising knowledge preferred

What We Offer

• Employee recognition through Bonusly (birthdays, anniversaries, achievements, etc.)
• Market competitive pay leveraging Carta data
• We pride ourselves on Community and host exciting company outings and events.
• We value our employee’s work-life balance and encourage taking advantage of Unlimited PTO
• 12 weeks primary parent leave, 4 weeks secondary parent leave - full pay (adoption as well)
• Supportive time off including paid volunteer days and company holidays
• Ample Medical/Dental/Vision healthcare benefits including dependent plans & HSA/FSA offerings
• Fully funded mental and Wellness memberships to nurture employees- Kindbody, OneMedical, Talkspace & Teladoc
• 401(k) retirement plan with company matching- 6% match up to 50% after 90 days