Client Onboarding Manager Jobs

LOCATION:

The Client Onboarding Manager position is a remote, work from home position, as are all positions at Acceleration Partners (a structure central to our culture and our vision to change the work/life paradigm). Candidates who live in the following States will be considered: CO, CT, IL, MA, NH, NJ, PA, RI, VA, WA, CA, FL, GA, MN, NY, OR, TX, AZ, ME, NC, OH, SC, TN. Some travel is required for client meetings or other internal meetings, conferences, etc.

THE ROLE:
The Client Onboarding Manager role sits within our Client Experience team, responsible for leading the new client onboarding experience and ensuring a successful handoff from the Sales team. This role will be responsible for engaging with and working closely with clients and account teams during the few months of a client relationship. This role will be responsible for ensuring proposed strategies align with our clients' expectations, making sure timelines are met and potential impacts to client happiness are proactively flagged. The ideal candidate will have a proven track record of excellent client service skills and top notch written and verbal client communication. This person will have experience actively speaking with clients and experience on
most affiliate network/platforms. This person will have a history of owning it and being a self-starter that is confident in ambiguous situations and can hold others accountable to action. This person will also have a history of working well with their peers and can balance a variety of tasks and competing priorities well.
TOP 5 JOB RESPONSIBILITIES:

1. EXCEPTIONAL CLIENT ONBOARDING – Deliver an exceptional client onboarding experience by playing an active role with the client in their first 30 days with AP. Lead sales handoff and client kick-off calls, using effective questioning, to gain a strong understanding of the client's brand and goals for the affiliate channel. Interact with clients on status calls and via email, jumping in to add expertise, clarifying details and setting expectations on launch and growth timelines. Exceptional client onboarding success is determined by an onboarding happiness score of 8 or higher by the client.
2. STRATEGY & GOALS ALIGNMENT – Review and provide feedback on the 90-day strategic launch plan, prior to it being presented to the client, to ensure it aligns with the client's goals and expectations. Review sales projections for accuracy based on the client's goals and objectives, proactively flagging when you feel there may be misalignment in client expectations or ability to achieve goals.
3. MONITORING & QUALITY – Monitor activity of all new client accounts to ensure we are meeting the client's expectations and delivering top notch client service for the first 60 days. Proactively monitor and review communications and deliverables for quality and confirm that campaigns and initiatives
kick-off as planned, while escalating any red flags that may put client happiness at risk to relevant stakeholders. Collaborate with Sales, account teams to identify where process improvements can be made to the client onboarding experience. Hold teams accountable to action when timelines and quality deliverables may be slipping, escalating where relevant.
4. INTERNAL SUPPORT – Actively lead the sales to delivery handoff, ensuring that all information available is transferred to the account team and any red flags from Sales are identified and discussed.Oversee the AP internal set-up for onboarding a new client, including project managing workflows
related to launching an account and proactively communicating timelines and sharing resources with account teams. Support and guide account teams through the onboarding process, ensuring they feel confident in timelines and actions needed to successfully onboard and launch a client.
5. CLIENT EXPERIENCE IMPROVEMENTS – As assigned, support centralized projects and initiatives that support improving our overall client experience and retention efforts. Collaborate with and proactively share feedback with sales and delivery teams based on feedback identified through the new client onboarding process.
WHAT SUCCESS LOOKS LIKE:

WHY ACCELERATION PARTNERS?

Acceleration Partners is the recognized leader in global partnership marketing. Five-time winner of the IPMA "Best Performance Marketing Agency" category, Acceleration Partners has a 15-year track record of driving exceptional outcomes for top global brands including Target, Reebok, LinkedIn, Adidas, and Noom. Acceleration Partners manages programs for brands in more than 40 countries worldwide and provides deep expertise in all key partnership marketing tactics, including affiliate, influencer, content, mass media, and B2B partner marketing. We believe that marketing is better for brands and consumers when it is based on authentic connections. We build genuine connections with clients, partners, employees, and our community to enable remarkable outcomes.

As an organization, we are 100% remote, 100% of the time. Our infrastructure was built to operate remotely, and we believe we do it better than most with equal access to tools, resources, colleagues, and leadership no matter where you are in the world or what your role is within the organization. When we ask our employees, "What motivates you to come to work every day?" Time and time again the answer is our people. Joining Acceleration Partners means joining a community of brilliant colleagues from around the world who are smart, driven, and who will challenge and motivate you to new heights.

Acceleration Partners has received several prestigious awards and accolades for our culture, including "Best Workplaces" (Inc.), "Best Places to Work" (Glassdoor), "Most Committed to Work-Life Balance" (Digiday).

AP PERKS & BENEFITS - WHAT WE OFFER

• Volunteer and Birthday Time Off
• Wellness, Technology & Education Allowances
• Group medical, dental, and vision coverage insurance (with opt-out benefits)
• Focus Fridays
• Paid sabbatical leaves, donation matching, and more!!
• Annual AP Summit all company meeting
• Summer & Holiday company-wide shut-down weeks in July and December
• 401K with matching
• Open Paid Time Off
• 100% remote work for everyone
• Paid Parental Leave Benefits

Benefits may vary based on employment status or country location.

Acceleration Partners is committed to a diverse workforce and we are an equal opportunity employer. We evaluate applicants regardless of an individual's age, race, color, gender, religion, national origin, sexual orientation, disability, or veteran status.

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