Customer Onboarding Manager

Smartly is seeking an enthusiastic and detail-oriented Customer Onboarding Manager to join our dynamic Onboarding team in New York.

As a Customer Onboarding Manager, you will play a crucial role in assisting our newly-signed customers with the onboarding process, ensuring a seamless and successful transition to the Smartly platform.

Your responsibilities will involve working closely with Sales and Customer Success teams to deliver optimal onboarding plans and solutions tailored to our key customers.

As an Onboarding Manager at Smartly, you will...

• Be a subject matter expert on Smartly's products and services, understanding the platform's capabilities and effectively communicating and implementing solutions for potential and new customer needs.
• Work closely with Sales and Customer Success teams to deliver tailored solutions within the Smartly platform, enabling our Tier 1-3 key customers to achieve their business objectives.
• Take ownership of the technical execution of the onboarding plan, ensuring that customer accounts are set up for a successful and ongoing partnership with Smartly.
• Set up campaign drafts and reports for new customers to familiarize them with our tool, ensuring a smooth and efficient campaign setup process.
• Utilize feeds to create automations and streamline customer workflows, optimizing efficiency and effectiveness.
• Tailor the onboarding journey to each customer, understanding their specific challenges and finding solutions within the Smartly tool to drive product adoption and address any gaps.
• Take ownership of organizing and managing the onboarding process, alleviating pressure from Customer Success Managers (CSMs) and collaborating with cross-functional teams at Smartly as needed.
• Collaborate with relevant teams to qualify each case and ensure all sales commitments are successfully delivered, fostering a culture where a deal is not considered closed until the customer is successfully onboarded.
• Create visually appealing and effective decks using Google Slides to communicate onboarding plans, training sessions, and account strategies to customers.

We're definitely looking for you, if you have...

• 3+ years of experience within digital performance media
• Good understanding of digital marketing ecosystem; ideally with experience in social (Meta, Pinterest, Snapchat, TikTok) & Programmatic/Google Advertising platforms
• Proficiency in creating visually appealing and impactful presentations with ability to present to all levels within an organization
• Excellent communication and interpersonal skills, with the ability to effectively engage with customers and internal stakeholders.
• Are able to explain complex concepts clearly and translate data into insights.
• Detail-oriented and highly organized, with strong project management skills.
• Problem-solving mindset and ability to navigate complex situations.
• Self-motivated and proactive, with the ability to work independently and prioritize tasks.
• Ability to thrive in a fast-paced and collaborative team environment.
• Have the ability to work in the local Smartly office (New York, NY) at least 3 days a week (more if you prefer).
• Are able and willing to travel for customer onboarding & training sessions across North America as required.

Base Salary: USD $75,000-$100,000

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