About the role
We’re looking for a detail-oriented, analytical, and customer-focused Onboarding Systems & Operations Specialist to design and optimize digital onboarding experiences that help customers realize value faster and drive long-term product adoption. In this role, you’ll combine systems expertise, operational excellence, and data-driven decision-making to create scalable onboarding journeys that empower customers through self-service and personalized engagement. Working across Customer Success, Operations, Product, and Marketing teams, you’ll help purpose-driven organizations accelerate outcomes while expanding the impact they create through technology.
Expected working hours are 1:00 PM–10:00 PM IST, with occasional flexibility to support collaboration during U.S. East Coast business hours
Work Location & Schedule
Work Location: Sky tech, Financial District, Hyderabad, India
Work Schedule:
- This role supports customers and stakeholders primarily during U.S. business hours.
- Expected working hours are 1 PM to 10:00 PM IST, with occasional flexibility required to support collaboration with U.S.-based teams and business needs.
- Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business needs.
What you'll do
• Own and optimize digital onboarding platforms by administering, maintaining, and continuously improving onboarding systems, workflows, and customer experiences.
• Build scalable customer journeys that guide new customers, new users, and re-engagement audiences through onboarding milestones, training, and adoption activities that accelerate time-to-value.
• Drive operational excellence by configuring and managing automated workflows, communications, milestone tracking, task management, and proactive engagement campaigns that enhance customer experiences while reducing manual effort.
• Leverage data and insights to monitor customer engagement, product usage, and health indicators, identifying opportunities for proactive outreach and improved adoption outcomes.
• Create scalable enablement resources by developing onboarding playbooks, templates, educational content, self-service tools, and digital assets that support successful customer onboarding and growth.
• Advance innovation through automation and AI by identifying opportunities to improve operational efficiency, increase self-service adoption, and deliver more personalized customer experiences.
Leverage AI-assisted tools to accelerate delivery and improve quality and actively experiment with emerging capabilities as they evolve.
What you'll bring
• 3-5 years of experience in a Software as a Service (SaaS) environment supporting Customer Success, Onboarding, Digital Engagement, Systems Administration, or Operations functions.
• Knowledge of digital onboarding strategies, customer lifecycle management, and customer adoption programs, coupled with experience supporting customer-facing operational processes.
• Understanding of workflow automation, customer engagement practices, usage analytics, and data-driven decision-making to improve customer outcomes.
• Experience working with customer success and engagement platforms such as Gainsight, EverAfter, Salesforce, Marketo, Goldcast, or similar technologies.
• Strong technical documentation, reporting, and data analysis skills with the ability to translate insights into actionable recommendations and scalable operational improvements.
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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.
Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.
