Miami, Florida

Who We Are

Crowded is a financial management platform that aims to simplify finances for nonprofit organizations. Our embedded finance stack allows nonprofits to process payments, store money safely, spend transparently & comply with IRS regulations in an all-in-one platform. We believe that nonprofits deserve modern banking tools that meet their needs. That’s why we’re building a range of flexible and affordable financial solutions designed specifically for nonprofits. We offer customizable account structures and online banking services to make managing finances easy and stress-free for nonprofits.

Must be a current Florida Resident*

About the Role

The Customer Onboarding Specialist ensures a seamless and successful onboarding experience for new Crowded customers. Acting as the main point of contact for mid-market customers, you will lead strategic onboarding sessions, coordinate with cross-functional teams, and work directly with key decision-makers and end-users. Your efforts will be critical in maximizing their utilization of the Crowded platform and ultimately enhance customer retention and satisfaction. This role requires a proactive, customer-centric mindset, excellent communication skills, and a deep understanding of SaaS onboarding best practices.

Your role includes handling new customer setup, coordinating with our internal teams for advanced tasks, conducting scheduled training sessions, and providing customers with the materials they need to successfully get started with Crowded.

Key Responsibilities

Customer Onboarding & Implementation

• Lead onboarding for mid-market customers as the main point of contact throughout onboarding.
• Join kick-off calls to collaborate with new customers to understand their specific goals, needs, and requirements.
• Create and maintain timelines for customer setup.
• Handle the activation of accounts after sign up and assist customers in setting up their accounts.
• Request marketing materials, technical updates, and other tasks requiring collaboration with internal teams.

Customer Training & Enablement

• Conduct one-on-one or group technical training sessions to ensure customers are operational and confident using Crowded.
• Ensure all Crowded end-users are active and support continuous learning through follow-up sessions and best-practice sharing.
• Update and maintain training guides as needed as well as create new materials based on customer needs.
• Continuously improve the onboarding experience based on customer feedback and evolving product capabilities.