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Senior Onboarding Manager

Santa Barbara; New York City; Columbus

Our Company:

impact.com is the world’s leading commerce partnership marketing platform, transforming the way businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates, impact.com empowers brands to drive trusted, performance-based growth through authentic relationships. Its award-winning products—Performance (affiliate), Creator (influencer), and Advocate (customer referral)—unify every type of partner into one integrated platform. As consumers increasingly rely on recommendations from people and communities they trust, impact.com helps brands show up where it matters most. Today, over 5,000 global brands, including Walmart, Uber, Shopify, Lenovo, L’Oréal, and Fanatics, rely on impact.com to power more than 225,000 partnerships that deliver measurable business results.

Your Role at impact.com:

As a Senior Onboarding Manager you will oversee clients through account set up and integration. The position is responsible for managing the overall onboarding experience and guiding both internal resources and the client through implementation, account configuration, training, and early activation, ensuring each milestone is successfully completed on time. A Senior  Onboarding Manager is a strong individual contributor and champion for providing the client with a tailored, professional and exciting experience to meet their goals and needs, delivering a happy customer to the success team! 

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 Managers should always know the current status of an account in their book of business.
  • The Senior Onboarding Manager is responsible for building a relationship with the client that results in a delighted customer and allows for a smooth transition to success. This person is focused on customer experience, timely launch against billing start date, program success, and partnership growth.
  • Listen to all client goals and requirements, rapidly understand the nuances of their business, and ensure their setup and initial partnership strategies are 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 users 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
    • 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 and product knowledge
    • Offsite travel may be required to client offices or other Impact locations

What You Bring:

  • Experience launching and/or managing accounts in the affiliate marketing industry, creator industry, or digital marketing is not required but is strongly preferred
  • 3-5+ years experience working as a Project Manager or related work (client-facing experience preferred)
  • Proven track record of working with Enterprise brands 
  • Experience working with Project Management software (JIRA, Asana or similar)
  • Knowledge of various project management methodologies
  • Cost and risk management skills
  • Exceptional communication, interpersonal, conflict resolution, and negotiation skills
  • Ability to make important decisions under pressure
  • Detail-oriented and able to effectively prioritize tasks
  • Must be a critical thinker and a resourceful problem-solver
  • Enthusiastic team player
  • 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

Why This Role is Exciting: 

Why is this role 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. Your 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.

Salary range: 

$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.

*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.

 

#LI_SantaBarbara

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