Senior Onboarding Manager

is the world’s leading commerce partnership marketing platform, transforming how businesses grow by enabling them to discover, manage, and scale partnerships across the entire customer journey. From affiliates and influencers to content publishers, brand ambassadors, and customer advocates,  empowers brands to drive trusted, performance‐based growth through authentic relationships. Its award‐winning products–Performance (affiliate), Creator (influencer), and Advocate (customer referral)–unify every type of partner into one integrated platform.

As a Senior Onboarding Manager you will oversee clients through account set up and integration, managing the overall onboarding experience and guiding internal resources and the client through implementation, account configuration, training, and early activation, ensuring each milestone is completed on time.

• Responsible for a portfolio of new accounts including launching, following a defined onboarding process, and ensuring metrics are accurate across all clients. Onboarding Managers should always know the current status of an account in their book of business.
• The Senior Onboarding Manager builds a relationship with the client that results in a delighted customer and allows for a smooth transition to success. This person is focused on customer experience, timely launch against billing start date, program success, and partnership growth.
• Listen to all client goals and requirements, rapidly understand the nuances of their business, and ensure their setup and initial partnership strategies are tailored to meet these.
• Ensure all required stakeholders are included in discussions necessary to ensure respective setup items are agreed upon and confirmed.
• Continuously drive projects forward and ensure any blockers are surfaced and triaged immediately to keep project timelines on track.
• Any delays or risks to the project timeline are communicated and adjusted accordingly.
• Track activity and update client records in various tools including SFDC, Operator, Jira and other software we may be using.
• Provide direct support including training via email, Zoom, chat and in‐app tools to users throughout the onboarding phase (sales handoff through time to first value).
• Act as the client champion during Onboarding and proactively project manage both internal and external teams to client launch.
• Ensure critical client account and business information is captured and documented to ensure a smooth transition to Success.
• Other Duties:
  • Review, improve and provide feedback on the help documentation and process.
  • Continually enhance your knowledge of technical setups and technology.
  • Check that each client has a complete "final review" before going live.
  • Use reports to proactively reach out to clients in onboarding.
  • Escalate issues to managers as needed.
  • Share best practices.
  • Adhere to policies that are defined as part of SOC compliance.
  • Continually educating on industry and product knowledge.
  • Offsite travel may be required to client offices or other Impact locations.

• Experience launching and/or managing accounts in the affiliate marketing industry, creator industry, or digital marketing is not required but is strongly preferred.
• 3–5+ years experience working as a Project Manager or related work (client‐facing experience preferred).
• Proven track record of working with Enterprise brands.
• Experience working with Project Management software (JIRA, Asana or similar).
• Knowledge of various project management methodologies.
• Cost and risk management skills.
• Exceptional communication, interpersonal, conflict resolution, and negotiation skills.
• Ability to make important decisions under pressure.
• Detail‐oriented and able to effectively prioritize tasks.
• Must be a critical thinker and a resourceful problem‐solver.
• Enthusiastic team player.
• Excellent time management skills.
• Ability to work both in a team environment and autonomously.
• Ability to multi‐task and perform effectively under pressure.
• Self‐motivated and able to provide results with minimal supervision.

Be part of the team that sets the stage for our customers’ first interactions with  Your goal is to…