Job Description

As an Onboarding Success Manager, you will be responsible for owning the client relationship during onboarding, answering client questions, taking Zoom calls, and leading training on platform adoption. The goal is to ensure the client is set up for success by understanding their business and advising on best practices.

Responsibilities

• Manage a portfolio of new accounts, ensuring accurate metrics
• Build client relationships for a smooth transition to success
• Understand client goals and tailor setups accordingly
• Ensure stakeholder inclusion in discussions
• Drive projects forward and address blockers
• Communicate project timeline risks
• Track activity and update client records
• Provide direct support and training
• Act as client champion and project manager
• Capture and document critical client information
• Review and improve help documentation
• Enhance knowledge of technical setups
• Check client final reviews
• Use reports to proactively reach out to clients
• Escalate issues to managers
• Share best practices
• Adhere to SOC compliance policies
• Educate on industry knowledge
• Travel to client offices or Impact locations

Requirements

• Bachelor’s degree or equivalent experience
• 3+ years of client-facing experience
• Excellent verbal and written communication skills
• Solid understanding of the digital marketing ecosystem
• Initiative and flexibility
• Detail-oriented and able to prioritize tasks
• Critical thinking and problem-solving skills
• Enthusiastic team player
• Great conflict resolution skills
• Excellent time management skills
• Ability to work in a team and autonomously
• Ability to multi-task under pressure
• Self-motivated and results-oriented
• Curious minded
• Customer obsessed
• Passion to learn

Benefits

• No benefits