Associate Onboarding Success Manager

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:

As the Associate Onboarding Success Manager, you will be responsible for owning the client relationship during onboarding, answering client questions, taking any requested Zoom calls, and leading specialized training on basic platform adoption. Your goal is to ensure the client is set up for success by understanding their specific 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.
• Build a relationship with the client that results in a happy customer and allows for a smooth transition to success.
• 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.
• Communicate any delays or risks to the project timeline and adjust accordingly.
• Track activity and update client records in various tools including SFDC, Operator, Jira, and other software.
• Provide direct support including training via email, Zoom, chat, and in-app tools to advertisers throughout the onboarding phase.
• 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 for a smooth transition to Success.
• Review, improve, and provide feedback on the help documentation and process.
• 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 and adhere to policies defined as part of SOC compliance.
• 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
• Detail-oriented and able to effectively prioritize tasks
• Must be a critical thinker and a resourceful problem-solver
• Enthusiastic team player with 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 and 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.
• 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

impact.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.

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