Onboarding Success Manager
5 months ago
**Our Company**:
**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 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 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 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 mínimal supervision
- Curious minded
- Customer obsessed
- Passion to learn
**Nice to have**:
***Affiliate & Partnerships Industry Fundamentals Certification** by PXA**:
**Benefits**:
- **Hybrid, Casual work environment**:
- **Responsible PTO policy**
- Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
- **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**
- 3-year vesting schedule pending Board approval
- **Internet Allowance**
**Fitness club fee reimbursements**Technology stipend**
**#LI-NK1
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