Smartly - Senior Customer Onboarding Manager
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, with the ability to effectively engage with customers and internal stakeholders. • 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. • Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. • Visit Smartly to learn more.The processing of your information is described in our Candidate Privacy Notice.
Responsibilities
• 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 our clients’ business and goals; proficient and confident communication skills with all levels of customer profiles. • Curating a clear and effective onboarding plan, ensuring clients see value in our partnership within the crucial first few weeks of onboarding. • 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 full ownership of the technical execution of the onboarding plan, ensuring that customer accounts are set up for a successful and ongoing partnership with Smartly.io. • Coordinate internal teams to ensure client has optimal onboarding experience with Smartly: make sure that key tasks are undertaken in a timely way, including: • Identify quick wins and opportunities ensuring customers can maximize their platform usage and achieve their goals. • Set up reporting views to provide customers with clear visibility into their campaign performance and key metrics. • Showcase how to utilize feeds to create automations and streamline customer workflows, optimizing efficiency and effectiveness. • Deliver comprehensive training on all aspects of the platform, demonstrating that you understand the client-specific needs and solutions that will enable them to see value in our technology as well as considering us a strategic partner for their marketing needs. • 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, relieving stressors from Customer Success Managers (CSMs) and collaborating with cross-functional teams at Smartly.io as needed. • Collaborate with relevant teams to qualify each case and ensure that all sales promises can be successfully delivered, fostering a culture where a deal is not considered closed until the customer is successfully onboarded.
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