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.

• 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.

• 3+ years of experience within digital performance media
• Good understanding of digital marketing ecosystem; ideally with experience in social (Meta, Pinterest, Snapchat, Tik Tok) & 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.

Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers.

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 Tik Tok. 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.

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