Senior Client Experience Associate

THE ROLE: 

Acceleration Partners is seeking a Client Onboarding Associate to join our best-in-class client onboarding team. This role is responsible for supporting the client onboarding managers and account teams as they are onboarding new clients to AP. This person will play an active part of the client onboarding experience, communicating with clients often on calls and via email. This role will support the Acceleration Partners’ global business, including new client launches in the Americas, EMEA and APAC regions.

The role is full-time with several opportunities for growth into more senior marketing positions. The ideal candidate will bring 1-4 years of professional experience, preferably in digital marketing or ecommerce environment, and will have a history of owning it and being a self-starter. 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 during their first few months with AP. Interact with clients during initial onboarding calls to facilitate conversation around areas of ownership. Effectively communicate with clients via email regarding set-up tasks and scheduling, ensuring we have all assets and information needed for a successful launch. Exceptional client onboarding success is determined by an onboarding score of 8 or higher by the client.
2. PROGRAM STRUCTURE & SETUP – Own pieces of the network/platform set-up, such as creating team logins, loading in automated email content with program details and implementing client branding and program descriptions. Own AP internal client set-up tasks, in collaboration with Onboarding Manager and account teams, to ensure the client is properly set-up. AP internal set-up items include tasks such as adding the client to AP site, setting up outsourcing tasks and other operational tasks, and ensuring all relevant sales to delivery documents are loaded and saved within the appropriate locations.
3. 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. Provide guidance and support to account associates in relation to their areas of ownership during the launch process.
4. ONBOARDING ADMINISTRATION – Actively listens during initial launch calls, taking notes on all relevant topics and sharing notes with the team afterwards. Responsible for sending a recap email after the kickoff call with action items and key takeaways, along with a Friday recap for clients prior to the launch of their program. Takes ownership to schedule sales handoff, kickoff and strategy calls, coordinating across clients and all internal stakeholders. Proactively keeps a close eye on progress of tasks within onboarding trackers for all clients in the launch phase, flagging when progress is falling behind.
5. CLIENT EXPERIENCE IMPROVEMENTS – Proactively identify and recommend ways to improve onboarding processes and gain efficiencies where needed. Support the wider Client Experience team with projects as requested. 

WHAT SUCCESS LOOKS LIKE: 

BY 3 MONTHS… The Client Onboarding Associate will have gotten up to speed with the standard new client onboarding process and is proficiently managing most network and AP internal set-up items. This person has started to engage with clients during the kickoff phase and is showing comfortability in communicating with the client related to their areas of ownership. The Client Onboarding Associate will have a method in place for themselves to efficiently stay on top of all priorities and deliverables across clients in the launch phase.

BY 6 MONTHS… The Client Onboarding Associate is fully owning their Top 5 job responsibilities, effectively contributing to the client onboarding experience with some guidance from their manager. The Client Onboarding Associate is proactively making recommendations and improving upon our client and partner facing deliverables and has refreshed several of our standardized AP onboarding templates. This person will also be effectively providing support to account associates during the first month of launching a new client, providing guidance on areas that they can be contributing to during the launch phase. Lastly, this person will be an active contributor to a client onboarding happiness rating of 8 or higher.

QUALITIES OF THE IDEAL CANDIDATE: 

• Has a strong internal motivation to get the job done and done well
• Only provides superior results and unsurpassed customer service
• Emphasizes an incredible attention to detail and is capable of multi-tasking and coordinating several projects at once
• 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
• Possesses the ability to work independently with minimal supervision
• Displays accountability always meeting deadlines and keeping commitments
• Knows how to collaborate with team members in a remote environment
• Thrives in a fast-paced environment and enjoys bringing order to chaos
• Possesses superior written and verbal communication skills
• Comfortable working with large sets of data (including data pulling, organization, and insight creation)
• Has direct affiliate marketing experience (in-house, agency, network) or a strong interest in the industry

MINIMUM QUALIFICATIONS & SKILLS: 

• 1-4 years of online marketing, e-commerce, or affiliate marketing experience
• Knowledge of Affiliate Networks and SaaS Platforms (ShareASale, CJ, Impact, etc.) a plus
• Bachelor’s degree or equivalent work experience
• Ability to travel when needed to conferences and team meetings
• Advanced Excel capabilities and comfortable with formatting, formulas, customizing reports, etc. Smartsheet experience, a plus
• Working knowledge of HTML, a plus

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).

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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