Our Company:At impact.com 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!impact.com, the world's leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company's powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go. To learn more about how impact.com's technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L'Oreal, Fanatics and Levi's, visit www.impact.com.Your Role at impact.com:Why this role is exciting? They say first impressions go a long way, right? Be part of the team that gets to set the stage for our customers' first interactions with Impact.com! Our Onboarding team is customer and partnership obsessed and is focused on ensuring all customers have a delightful experience joining Impact.com. As the 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.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 tokeep 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.Provide direct support including training via email, Zoom, chat and in-app tools to advertisers 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 launchEnsure critical client account and business information is captured and documented to ensure a smooth transition to SuccessOther Duties:Review, improve and provide feedback on the help documentation and processContinually enhance your knowledge of technical setups and technology.Act as client-facing project managerCheck that each client has a complete "final review" before going liveUse reports to proactively reach out to clients in onboardingEscalate issues to managers as needed.Share best practicesAdhere to policies that are defined as part of SOC complianceContinually educating on industry knowledgeOffsite travel may be required to client offices or other Impact locationsWhat You Have:Bachelor's Degree Required3+ years of client-facing experienceExcellent verbal and written communication skillsSolid understanding of the digital marketing ecosystemHealthy dose of initiative and the ability to remain flexibleDetail-oriented and able to effectively prioritize tasksMust be a critical thinker and a resourceful problem-solverEnthusiastic team playerGreat conflict resolution skillsExcellent time management skillsAbility to work both in a team environment and autonomouslyAbility to multi-task and perform effectively under pressureSelf-motivated and able to provide results with minimal supervisionCurious mindedCustomer obsessedPassion to learnNice to have:Affiliate & Partnerships Industry Fundamentals Certification by PXABenefits:Hybrid, Casual work environmentResponsible PTO policyTake 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 bothTraining & DevelopmentLearning the advanced partnership automation productsMedical Aid and Provident FundGroup schemes with Discovery & Bonitas for medical aidGroup scheme with Momentum for provident fundRestricted Stock Units3-year vesting schedule pending Board approvalInternet AllowanceFitness club fee reimbursementsTechnology stipendimpact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.#LI-NK1#J-18808-Ljbffr
