About the position
At impact.com, our culture is our soul. We are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded. If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you! As the Associate Onboarding Success Manager, you will be responsible for or owning the client relationship during onboarding, answering client questions, taking any requested Zoom calls and leading any specialized training on basic platform adoption. Their goal is to ensure the client is set up for success by understanding the specific client’s business and advising on best practices and key features that align with their goals, needs, and integration.
Responsibilities
- Responsible for a portfolio of new accounts including launching, following a defined onboarding process, and ensuring metrics are accurate across all clients.
- Build a relationship with the client that results in a happy customer and allows for a smooth transition to success.
- Focus on customer happiness, timely launch against billing start date, program success, and partnership growth.
- Listen to all client goals and requirements and ensure the setup is tailored to meet these.
- Ensure all required stakeholders are included in discussions necessary to ensure respective setup items are agreed upon and confirmed.
- Continuously drive projects forward and ensure any blockers are surfaced and triaged immediately to keep project timelines on track.
- Communicate any delays or risks to the project timeline and adjust accordingly.
- Track activity and update client records in various tools including SFDC, Operator, Jira and other software.
- Provide direct support including training via email, Zoom, chat and in-app tools to advertisers throughout the onboarding phase.
- Act as the client champion during Onboarding and proactively project manage both internal and external teams to client launch.
- Ensure critical client account and business information is captured and documented to ensure a smooth transition to Success.
- Review, improve and provide feedback on the help documentation and process.
- Continually enhance your knowledge of technical setups and technology.
- Act as client-facing project manager.
- Check that each client has a complete 'final review' before going live.
- Use reports to proactively reach out to clients in onboarding.
- Escalate issues to managers as needed.
- Share best practices.
- Adhere to policies that are defined as part of SOC compliance.
- Continually educate on industry knowledge.
- Offsite travel may be required to client offices or other Impact locations.
Requirements
- Bachelor’s Degree Required or equivalent experience.
- 3+ years of client-facing experience.
- Excellent verbal and written communication skills.
- Solid understanding of the digital marketing ecosystem.
- Healthy dose of initiative and the ability to remain flexible.
- Detail-oriented and able to effectively prioritize tasks.
- Must be a critical thinker and a resourceful problem-solver.
- Enthusiastic team player.
- Great conflict resolution skills.
- Excellent time management skills.
- Ability to work both in a team environment and autonomously.
- Ability to multi-task and perform effectively under pressure.
- Self-motivated and able to provide results with minimal supervision.
- Curious minded.
- Customer obsessed.
- Passion to learn.
Benefits
- Medical, Dental and Vision insurance.
- Unlimited responsible PTO.
- Flexible work hours.
- Continued access to Affiliate & Partnerships Industry Fundamentals Certification by PXA.
- Parental Leave.
- Technology Stipend.
- Office only catered lunch every Thursday, a healthy snack bar, and great coffee to keep you fueled.
- Flexible spending accounts and 401(k).
- An employee-led culture team that plans inclusive events.
- An established company with a cool, high-velocity work ethos, where each person can make a difference.
