Onboarding Success Manager

An Onboarding Success Manager at impact.com is responsible for overseeing a portfolio of new accounts to ensure a successful onboarding experience. This includes managing relationships with clients, addressing their inquiries, and facilitating specialized training that aligns with their business goals. They are also tasked with tracking progress, communicating project timelines, and driving onboarding projects forward while maintaining high levels of customer satisfaction.

To qualify for the Onboarding Success Manager role at impact.com, candidates should possess a Bachelor’s Degree and have at least 3 years of client-facing experience. Excellent communication skills, a solid understanding of the digital marketing ecosystem, and a passion for customer service are essential. Additionally, candidates must demonstrate critical thinking, adaptability, and strong time management skills.

At impact.com, the work environment for an Onboarding Success Manager is hybrid and casual, promoting a healthy work-life balance. The company fosters an entrepreneurial spirit where innovation is encouraged, and you are surrounded by a diverse team of talented individuals. The culture values ambition, curiosity, and the desire for continuous learning.

The Onboarding Success Manager plays a critical role in customer success by ensuring clients have a smooth onboarding process and are well-equipped to utilize the partnership management platform. By actively engaging with clients, understanding their unique goals, and providing ongoing support, they set the foundation for lasting relationships that drive customer satisfaction and business growth.

Impact.com offers a range of benefits for the Onboarding Success Manager position, including a hybrid work environment, a responsible PTO policy, medical aid, provident fund options, and professional development opportunities. Employees also enjoy stipends for technology and fitness club reimbursements, as well as incentives like Restricted Stock Units, which promote a culture of growth and investment in individuals.

Discuss specific examples of how you have successfully built relationships with clients, the strategies you used to foster trust, and any challenges you faced and how you overcame them. Highlight your ability to listen and adapt to client needs while maintaining clear communication.

Outline your approach to onboarding, emphasizing the importance of understanding client goals and tailoring the process accordingly. Discuss how you would proactively communicate with clients, provide resources, and address potential blockers to ensure a seamless experience.

Mention experience with CRM tools like Salesforce, project management software like Jira, and other communication platforms. Explain how proficiency with these tools contributes to tracking progress, managing timelines, and maintaining organized client records.

Discuss your conflict resolution skills, emphasizing active listening, empathy, and finding solutions that satisfy both the client and the company. Provide a specific example of a challenging situation and how you resolved it.

Describe your organizational strategies, such as using project management tools to set deadlines, maintain checklists, and periodically review progress. Explain how you ensure communication is consistent and proactive.

Share a specific case where you identified a client's unique challenges and adjusted the onboarding plan accordingly, leading to successful outcomes. Highlight your analytical and creative problem-solving skills.

Express your view on the importance of being customer-obsessed and how this drives success. Emphasize qualities like communication skills, adaptability, and the ability to anticipate client needs.

Discuss the resources you use to stay informed, such as industry blogs, webinars, and networking events. Explain how continuously updating your knowledge helps you serve clients more effectively.

Explain your understanding of compliance requirements, particularly regarding SOC policies, and outline how you ensure adherence to these guidelines during the onboarding process to protect both the client and the company.

Articulate your motivation for joining impact.com, focusing on the company’s values, culture, and your passion for helping others succeed. Mention your enthusiasm for working with cutting-edge technology that transforms the partnership management landscape.