Manager, Enterprise Onboarding

The Company: 

At impact.com our culture is our soul. 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, and Fanatics visit www.impact.com.

Your Role at impact.com:

We are seeking a leader to coach a team who manage our top Enterprise brands during the customer onboarding phase. If you have experience managing a team, implementing processes, and are solutions oriented, data driven and customer focused, we want you to lead this team! 

What You'll Do:

The Manager of Enterprise Onboarding Success is responsible for overseeing and optimizing the client onboarding process, leading a team of Onboarding Success Managers (OSMs) to ensure exceptional service delivery. This role focuses on team performance, strategic initiatives, and process improvements to enhance the onboarding experience for clients transitioning from Sales to Customer Success.

• Guiding OSMs to deliver top-tier customer service, run collaborative team calls and weekly 1:1s to support the professional development of team members through coaching and training.
• .Overseeing an assigned Enterprise and Strategic book of business where OSMs are managing our top customers throughout onboarding.
• Using management and analytical skills to build a strong Onboarding team focused on positive customer experience and efficiency.
• Implementing process improvements across the team and/or organization.
• Collaborating with Sales, Implementation Engineering, Customer Success, Support, Product and other groups to resolve client challenges. 
• Fostering a collaborative and high-performance team culture.
• Supporting the team in understanding client business needs and advising on best practices.
• Act as the point of escalation for complex client issues and ensure timely resolution.
• Prepare and present regular reports on team performance, client satisfaction, and project status to senior management.
• Analyze data to identify trends, areas for improvement, and opportunities for innovation.
• Using organization, project management, and attention to detail skills to drive projects and solutions to completion. 
• Accountable and responsible for involvement within Organizational, Departmental and Team level OKRs, projects, and initiatives 

What You Have:

• 5 years experience in Digital Marketing, 3 years experience managing people and teams.
• Experience with cloud-based SaaS products
• Experience working independently as well as part of a team in an energetic, fast-paced environment
• Knowledge and proficiency in FreshDesk (or other ticketing software), Jira, SFDC, and Google Suite.
• Bachelor’s Degree Required
• Customer-focused with a passion for delivering exceptional service
• Team focused: guiding a team to drive maximum productivity and growth, while maintaining a positive culture through recognition and staff development.
• Proven track record of managing and leading high-performance teams
• Solution oriented and collaborative: enjoys creating and implementing process improvements.
• Ability to tap into industry and product knowledge to inform clients on how to configure their partnership programs for success.
• Excellent verbal and written communication skills
• Ability to read, write and speak with internal and external stakeholders in a highly professional and convincing manner
• Strategic thinking and problem-solving skills
• Detail-oriented with strong organizational and time management skills
• Ability to work in a fast-paced environment and manage multiple priorities
• Strong interpersonal skills and ability to build relationships with clients and team members

Nice to have:

•  Affiliate & Partnerships Industry Fundamentals Certification by PXA

Why This Role is Exciting: 

Join a dynamic team that sets the stage for our customers' first interactions with Impact.com. As the Manager of Enterprise Onboarding, you will play a crucial role in shaping the client onboarding experience, driving team success, and leading strategic initiatives that enhance the overall onboarding process.

Salary range: 

*This is the pay range the Company believes is equitable for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on the skills, qualifications, and experience of the applicant along with the requirements of the position, and the Company reserves the right to modify this pay range at any time.

Benefits (Perks):

• 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!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.