Onboarding Success Manager

2 weeks ago

Cape Town, Western Cape, South Africa Impact Full time

Our Company:


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.

If you have a desire to work in an organisation that is:

  • Passionate about its people
  • Focused on delivering the very best tech to our customers
  • Offering the flexibility to work how and where you are most successful
  • Obsessed with our customer's success
  • The leading SaaS platform to automate partnerships affiliate, influencer, technology partners, and more
  • Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
  • Obsessed with making a difference in business and to the wider community


Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi's, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships.

The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud.

Founded in 2008, Impact has grown to over 500 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.


Your Role at Impact:

What You'll Do:

  • Responsible for a portfolio of new accounts including launching, following a defined onboarding process, and ensuring metrics are accurate across all clients. Onboarding Success Managers should always know the current status of an account in their book of business.
  • The Onboarding Success Manager is responsible for building a relationship with the client that results in a happy customer and allows for a smooth transition to success. This person is focused 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.

  • 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, Toggl, Jira and other software we may be using.
  • 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
  • Other Duties:
  • Review, improve and provide feedback on the help documentation and process
  • Continually enhance your knowledge of technical setups and technology.
  • Act as clientfacing 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 educating on industry knowledge
  • Offsite travel may be required to client offices or other Impact locations

What You Have:

  • Bachelor's Degree Required
  • 3+ years of clientfacing experience
  • Excellent verbal and written communication skills
  • Solid understanding of the digital marketing ecosystem
  • A healthy dose of initiative and the ability to remain flexible
  • Detailoriented and able to effectively prioritize tasks
  • Must be a critical thinker and a resourceful problemsolver
  • Enthusiastic team player
  • Great conflict resolution skills
  • Excellent time management skills
  • Ability to work both in a team environment and autonomously
  • Ability to multitask and perform effectively under pressure
  • Selfmotivated and able to provide results with mínimal supervision
  • Curious minded
  • Customer obsessed
  • Passion to learn

Benefits/Perks:

-
Casual work environment, including working from home:

-
Flexible work hours:

-
Unlimited PTO policy

  • Take the time off that you need. We are truly committed to a positive worklife balance, recognising that it is important to be happy and fulfilled in both
-
6 month paternity/maternity leave:

-
Training & Development

  • Learning the advanced partnership automation products
-
Medical Aid and Provident Fund

  • Group schemes with Discovery & Bonitas for medical aid
  • Group scheme with Momentum for provident fund
-
Restricted Stock Units

  • 3year vesting schedule pending Board approval
-
Internet Allowance
-
Free Affiliate & Partnerships Industry Fundamentals Certification
by PXA
-
Fitness club fee reimbursements
**_ Impact is proud to be an equal o

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