Senior Customer Onboarding Manager

Senior Customer Onboarding Manager

Smartly.io is seeking an experienced and driven Senior Customer Onboarding Manager to join our dynamic Onboarding team. As a Senior Customer Onboarding Manager, you will play a key role in leading the onboarding experience for our newly-signed customers, ensuring a seamless, strategic, and successful transition to the Smartly platform. You will work closely with Sales and Customer Success teams to design and deliver tailored onboarding plans, helping our key customers realize value quickly and set the foundation for long-term success.

• 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  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.

• 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.