We're looking for a passionate and organized Onboarding Support Manager to join our team and craft exceptional first impressions for our new partners. You'll be the architect and maestro of our onboarding experience, ensuring a smooth transition from contract signing to them launching their first campaign and beyond. This is a critical role in shaping client satisfaction, ramping them up to realize the benefits of a partnership with Compulse, and helping to dictate future success. The onboarding manager will focus on ongoing product training, onboarding documentation, meeting KPIs, showcasing order entry, communicating best practices, and providing platform support. This role will also work in tandem with various internal teams to bring all the moving pieces together and provide a positive experience for the partner.Responsibilities:
Design and Manage the Onboarding Process: Craft and refine a seamless onboarding journey for new clients, encompassing logistics, information gathering, team introductions, training sessions, and technology setup.
Orchestrate Cross-Departmental Collaboration: Coordinate with internal teams like sales/business development, account management, ad operations, customer solutions, and product to ensure each step of onboarding is executed flawlessly.
Be the Client's Guiding Light: Act as the primary point of contact for new clients, answering questions, addressing concerns, and providing ongoing support throughout the onboarding process.
Measure and Optimize: Analyze onboarding data and client feedback to continuously improve the process, identify roadblocks, and ensure efficiency. Establish KPIs at a 3-month, 6-month and 12-month interval to ensure partner sales and ramp up are achieved at a rate established and agreed on during the sales process.
Champion Agency Culture: Imbue new clients with our Compulse's values, enthusiasm, and collaborative spirit, fostering a strong foundation for a successful partnership.
Contribute to Agency Growth: Identify opportunities to upsell additional services and contribute to client retention efforts.
Qualifications:
5+ years of experience in a client-facing role, preferably within the digital marketing or advertising industry.
Proven track record of designing and implementing successful onboarding programs.
Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse clients.
Strong project management and organizational skills, adept at juggling multiple tasks and deadlines.
Deep understanding of the digital advertising landscape and agency workflows.
Collaborative spirit and enthusiasm for creating a positive client experience.
Bachelor's degree in marketing, business, or a related field preferred.
Bonus Points:
Experience with onboarding automation tools, digital software and CRM systems such as HubSpot, Microsoft 365 Suite, Zendesk, Beeswax, Xandr, Placements.IO, and JIRA.
Expertise in a specific digital advertising channel (e.g., paid search, social media, SEO).
Fluency in multiple languages.
What We Offer:
Competitive salary and benefits package.
Opportunity to work with a talented and passionate team on cutting-edge campaigns.
A dynamic and fast-paced work environment.
The chance to make a real impact on client success and agency growth.
Ready to Make a Difference?If you're a client-centric individual with a knack for exceeding expectations and building rewarding relationships, we want to hear from you! Please submit your resume and cover letter, outlining why you're the perfect fit for this role.We look forward to welcoming you to the team!About Compulse:Compulse is a marketing technology company built for local media companies, agencies, and small businesses. Our single-solution platform combines sales enablement, order management, fulfillment, and analytics into one consolidated solution designed to make digital advertising easier and more profitable. Compulse 360, an all-in-one platform (https://compulse.com/platform/) leverages more than 100 API integrations with leading martech solutions to streamline ad ops from proposal to fulfillment.Compulse customers use the company’s powerful and easy-to-use tools to attract and engage customers. With U.S. offices in Baltimore, Denver, Seattle, Chicago, Bellevue, New York City, and San Francisco, and an international office in Delhi, Compulse’ s team is passionate about putting customers first.Sinclair Broadcast Group, Inc. is proud to be an Equal Opportunity Employer and Drug Free Workplace!About UsMake your mark in Media with Sinclair Broadcast Group, a diversified media company dedicated to connecting people with content everywhere! We have consistently led the broadcast industry since our inception, and now Sinclair owns the largest regional sports network business and one of the largest television broadcast portfolios in the country. In addition, we have affiliations with all of the major broadcast networks, own Tennis Channel, and several multicast networks including TBD and Comet. Our content is distributed over-the-air, on multi-video providers, and through our industry-leading digital media platforms. We're at the forefront of NextGen technology, enabling innovative new ways to engage with broadcast content like never before. We also recently launched a free TV streaming service called STIRR. Our success is the direct result of our extraordinary employees and management team who believe in our vision and are dedicated to ensuring a great future for our employees. We are advancing the world of Media and want YOU to join our winning team!About the TeamThe life-blood of our organization is our people. We have a compelling story, a goal-oriented culture, and we take really good care of people. How good? Here is a glimpse: great benefits, open door policy, upward mobility and a strong desire to see you succeed. Ready to be part of a winning team? Let’s talk.