Associate Onboarding Success Manager
2 days 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. Associate 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, 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 **Must 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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