Senior Onboarding Manager

Impact.com • Santa Barbara, CA

14h • $85,000 - $100,000

About The Position

As a Senior Onboarding Manager you will oversee clients through account set up and integration. The position is responsible for managing the overall onboarding experience and guiding both internal resources and the client through implementation, account configuration, training, and early activation, ensuring each milestone is successfully completed on time. A Senior Onboarding Manager is a strong individual contributor and champion for providing the client with a tailored, professional and exciting experience to meet their goals and needs, delivering a happy customer to the success team!

Requirements

• 3-5+ years experience working as a Project Manager or related work (client-facing experience preferred)
• Proven track record of working with Enterprise brands
• Experience working with Project Management software (JIRA, Asana or similar)
• Knowledge of various project management methodologies
• Cost and risk management skills
• Exceptional communication, interpersonal, conflict resolution, and negotiation skills
• Ability to make important decisions under pressure
• Detail-oriented and able to effectively prioritize tasks
• Must be a critical thinker and a resourceful problem-solver
• Enthusiastic team player
• 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

Nice To Haves

• Experience launching and/or managing accounts in the affiliate marketing industry, creator industry, or digital marketing is not required but is strongly preferred

Responsibilities

• Responsible for a portfolio of new accounts including launching, following a defined onboarding process, and ensuring metrics are accurate across all clients. Onboarding Managers should always know the current status of an account in their book of business.
• The Senior Onboarding Manager is responsible for building a relationship with the client that results in a delighted customer and allows for a smooth transition to success. This person is focused on customer experience, timely launch against billing start date, program success, and partnership growth.
• Listen to all client goals and requirements, rapidly understand the nuances of their business, and ensure their setup and initial partnership strategies are 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.
• Any delays or risks to the project timeline are communicated and adjusted accordingly.
• Track activity and update client records in various tools including SFDC, Operator, Jira and other software we may be using.
• Provide direct support including training via email, Zoom, chat and in-app tools to users throughout the onboarding phase (sales handoff through time to first value)
• 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
• 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 educating on industry and product knowledge
• Offsite travel may be required to client offices or other Impact locations

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- meaning time together and other events to celebrate our many successes!
• An established company with a cool, high-velocity work ethos, where each person can make a difference!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees