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Smartly · 2 months ago

Customer Onboarding Manager

New York, NY

Full-time

Onsite

Mid Level

$100K/yr - $100K/yr

3+ years exp

Smartly is an AI-powered advertising technology company transforming ad experiences for brands and their consumers. The Customer Onboarding Manager will play a crucial role in assisting newly-signed customers with the onboarding process, ensuring a seamless transition to the Smartly platform while collaborating closely with Sales and Customer Success teams.

Ad TargetingAdvertisingAdvertising PlatformsE-CommerceSocial Media Advertising

Responsibilities

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

Qualification

Digital marketing experiencePresentation skillsProject managementSocial media advertisingProblem-solvingCommunication skillsInterpersonal skillsDetail-orientedSelf-motivatedTeam collaboration

Required

3+ years of experience within digital performance media

Good understanding of digital marketing ecosystem; ideally with experience in social (Meta, Pinterest, Snapchat, TikTok) & 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