Onboarding Success Manager, Enterprise - job 1 of 2

Job Overview and Responsibilities As the Onboarding Success Manager, Enterprise, 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.

• Responsible for a portfolio of new accounts including launching, following a defined onboarding process, and ensuring metrics are accurate across all clients. As an Onboarding Success Managers should always know the current status of an account in their book of business.
• The Onboarding Success Manager, Enterprise 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.
• 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 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

Qualifications and Requirements

• Bachelor’s Degree Required or equivalent experience
• 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 minimal supervision
• Curious minded
• Customer obsessed
• Passion to learn

Pay and Benefits $85,000.00 - $100,000.00 per year, plus an additional 5% variable annual bonus contingent on Company performance and eligible to receive a Restricted Stock Unit (RSU) grant.

• 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!