Acceleration Partners

Global Client Onboarding Manager

LOCATION:

The Global Client Onboarding Manager 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). Ideal candidates will reside in the UK, Spain, Germany or Italy. Some travel is required, for client meetings or other internal meetings, conferences, etc. Candidates must hold a valid passport and be able to travel internationally.

THE ROLE:

The Global Client Onboarding Manager is a new EMEA-based role within our Client Experience team, responsible for leading the new client onboarding experience for Global, EMEA and APAC account launches. This role will be responsible for engaging with and working closely with clients and account teams during the first 100 days of a client relationship. This role will be responsible for ensuring strategic alignment with our new clients, 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. 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 100 days with AP. Lead 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 timelines and expectations. Exceptional client onboarding success is determined by an onboarding score of 8 or higher by the client.
  2. STRATEGY & GOALS ALIGNMENT – In collaboration with account teams, identify the core strategies to include in our 90-day strategic launch plan. Review strategic recommendations, providing feedback to the account teams to ensure that the strategies presented align with the clients goals and expectations. Take ownership in ensuring program goals are clear and the client is aligned.
  3. FIRST 100 DAYS – Actively lead the sales to delivery handoff, along with overseeing the AP internal set-up for onboarding a new client. Interface with platform or network partners to ensure successful integrations and set-up for new AP clients. Project manage workflows related to launching an account and proactively communicate timelines to the client and 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.
  4. MONITORING & QUALITY – Monitor activity within accounts to ensure we are meeting the client’s expectations and delivering top notch service that is aligned with AP’s Client Services Methodology. Proactively monitor and review communication and deliverables for quality and confirm that campaigns and initiatives kick-off as planned, while identifying any flags that may put client happiness at risk to relevant stakeholders. Collaborate with client onboarding team to identify where process improvements can be made to the client onboarding experience.
  5. CLIENT EXPERIENCE IMPROVEMENTS – As assigned, support centralized projects and initiatives that support improving our overall client experience. 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:

BY 6 MONTHS…the Global Client Onboarding Manager is actively engaged in all relevant Global, EMEA and APAC client launches, ensuring that the onboarding support for clients and account teams is a seamless and efficient process. Multiple launches are being managed simultaneously at a high level of excellence, with some guidance from their manager, with efficiencies being gained through the development of new and refreshed onboarding resources for the team and client. Because of support being provided by the Global Client Onboarding Manager, the account teams will be able to step back from onboarding tasks and focus on developing strategy for their clients, resulting in a faster turnaround time for presenting the initial strategy.

BY 1 YEAR…The Global Client Onboarding Manager is leading client launches, with minimal guidance, and has developed strong relationships with onboarding personnel at top network platforms and has decreased the timeframe in which it takes to launch an account. Clients who are surveyed as they approach the 30-day mark respond to the question “How has your overall onboarding experience with Acceleration Partners so far?” with a score of at least 8 out of 10.

QUALITIES OF THE IDEAL CANDIDATE:

  • Can proactively identify when to pivot or shift strategies
  • Has strong internal motivation to get the job done and done well, with no room for errors
  • Is a strong presenter and enjoys presenting to prospective and existing clients
  • Possesses mature and measured judgment, and the ability to solve problems on their own and reflect positively on feedback and key learnings
  • Emphasizes incredible attention to detail and is capable of multi-tasking and coordinating several projects at once
  • Possesses superior written and verbal communication skills
  • Displays accountability, always meeting deadlines and keeping commitments
  • Knows how to collaborate with team members in a remote environment
  • Displays confidence, poise, and eloquence in client meetings and difficult situations
  • Thrives in a fast-paced environment and enjoys bringing order to chaos
  • Prioritizes competing objectives and manages time with skill
  • Recognizes the importance of being engaged in their work and keeping clients and internal team members engaged as well
  • Works independently comfortably, and with minimal supervision

MINIMUM QUALIFICATIONS & SKILLS:

  • 2-3 years affiliate marketing experience in an agency environment required
  • Experience communicating with clients and leading client calls
  • Knowledge of affiliate networks
  • Proven success managing competing priorities
  • Ability to travel up to 10%

WHY ACCELERATION PARTNERS?

Acceleration Partners is the premier global partner marketing agency. By focusing on Better People, Better Processes and Better Performance, our team sets the standard for how brands efficiently grow and refine their marketing partnerships anywhere in the world.

A trusted agency partner to leading brands, our team of seasoned marketers and industry experts help companies build meaningful, lasting, performance-based relationships with strategic partners.

Acceleration Partners has received several prestigious awards and accolades for both our client services and culture, including “Best Agency” (International Performance Marketing Awards), “Best Workplaces” (Inc.), “Best Places to Work” (Glassdoor), “Most Committed to Work-Life Balance” (Digiday).

Some of our clients include adidas, Hotwire, LinkedIn, Redbubble, Reebok and StubHub

Acceleration Partners is committed to having a diverse and inclusive culture. We would particularly welcome applications from black, Asian and other ethnic minority backgrounds, LGBTQ candidates, and candidates with a disability or who are neurodivergent.

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