Senior Customer Onboarding Manager

What you'll do

• Be a subject matter expert on Smartly.io's products and services, understanding the platform's capabilities and effectively communicating and implementing solutions for potential and new customer needs
• Manage effective communications (in person, on calls & emails) with customers during the onboarding phase, demonstrating a deep understanding of clients’ business and goals
• Curate a clear and effective onboarding plan, ensuring clients see value in the partnership within the first few weeks of onboarding
• Work closely with Sales and Customer Success teams to deliver tailored solutions within the Smartly platform for Tier 1-3 key customers
• Take full ownership of the technical execution of the onboarding plan, ensuring customer accounts are set up for successful ongoing partnership
• Coordinate internal teams to ensure optimal onboarding experience, including identifying quick wins and opportunities for customers
• Set up reporting views to provide customers with clear visibility into campaign performance and key metrics
• Showcase how to utilize feeds to create automations and streamline customer workflows
• Deliver comprehensive training on all aspects of the platform tailored to client-specific needs
• Tailor the onboarding journey to each customer, addressing specific challenges and driving product adoption
• Organize and manage the onboarding process, relieving stressors from Customer Success Managers and collaborating cross-functionally
• Collaborate with relevant teams to qualify each case and ensure all sales promises are successfully delivered

Requirements

• Bachelor's degree in a relevant field or equivalent practical experience
• 4+ years digital experience, ideally with exposure to both paid social (Meta) and programmatic media buying
• Strong understanding of digital advertising platforms and tools
• Experience working with Google Sheets, utilizing its features and functions effectively
• Proficiency in creating visually appealing and impactful presentations using Google Slides
• Excellent communication and interpersonal skills
• Detail-oriented and highly organized with strong project management skills
• Problem-solving mindset and ability to navigate complex situations
• Self-motivated and proactive with ability to work independently and prioritize tasks
• Ability to thrive in a fast-paced and collaborative team environment

Tech stack