Virginia Ann Lineberger
Onboarding Program Manager @Blackbaud
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WORK HISTORY
Onboarding Program Manager @Blackbaud
Engage with new and existing customers through 1:1 and 1: Many initiatives to understand their priorities and desired outcomes and to ensure they are ready for implementation, trained, live, and adopting quickly. • Onboard new power users when customer experiences staffing changes. • Define and monitor usage and data insights to provide additional guidance and follow-up when risk is present. • Assist customers in identifying, exporting, formatting, and submitting data needed for data conversion projects. • Provide operational support to Customer Success Managers in specific verticals to enable CSMs to engage with executives at point of sale though go live by developing playbooks, automation, templates, and assets to support model. • Become a solution and vertical expert, understanding how our solutions drive customer outcomes and value. • Use data, trends, and customer feedback to develop playbooks, assets, and self-service resources to support customer onboarding experience and drive adoption of Blackbaud solutions toward outcomes and improve customers’ workflows. • Foster internal collaboration with Sales, Services, Customer Success Management, Support, Blackbaud University, and Engineering to provide the customer with a continuous connected experience focused on providing delight, satisfaction, and value. • Identify and report issues that impact the customer experience. Help troubleshoot and solve customer challenges as they transition from Sales to Customer Success. • Help build and enhance internal processes as we expand the customer onboarding program and improve efficiency.
EDUCATION
University of Mississippi - School of Business Administration
Bachelor's degree, Marketing
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