Our Company:
At impact.com we are passionate about our people, our technology, and are obsessed with customer success. Working together enables us to grow rapidly, win, and serve the largest brands in the world. We use cutting edge technology to solve real-world problems for our clients and continue to pull ahead of the pack as the leading SaaS platform for businesses to automate their partnerships and grow their revenue like never before. We have an entrepreneurial spirit and a culture where ambition and curiosity is rewarded.
If you are looking to join a team where your opinion is valued, your contributions are noticed, and enjoy working with fun and talented people from all over the world, then this is the place for you!impact.com, the world’s leading partnership management platform, is transforming the way businesses manage and optimize all types of partnerships—including traditional rewards affiliates, influencers, commerce content publishers, B2B, and more. The company’s powerful, purpose-built platform makes it easy for businesses to create, manage, and scale an ecosystem of partnerships with the brands and communities that customers trust to make purchases, get information, and entertain themselves at home, at work, or on the go.
To learn more about how impact.com’s technology platform and partnerships marketplace is driving revenue growth for global enterprise brands such as Walmart, Uber, Shopify, Lenovo, L’Oreal and Fanatics visit www.impact.com.
Your Role at impact.com:
The Customer Success Manager (CSM) is responsible for the management of client relationships to promote retention and growth. The CSM develops strategic, goal-driven account plans and processes to ensure productive relationships with clients. This position works closely with cross functional teams as the client advocate, to help develop solutions to meet client goals. This position works closely with partnering teams as the client advocate to help develop solutions to meet client goalsA CSM is also a product expert on Impact tools and can assist with training or product support as needed.It is also the CSM’s responsibility to identify upsell opportunities and churn risk early on and manage the situation to find the best outcome possible.
It is also the CSMs responsibility to identify opportunities for up-sells and churn risk early on and manage the situation to find the best outcome possible.This role reports directly to the Country Manager of Japan.
What You'll Do:
- Has a generalized understanding of our solution’s overview. Understands our core functionality and how partnership marketing fundamentals tie into our solutions and product offering.
- Runs platform training and can consult on contracts, finance, ad tracking, and reporting.
- Relies on others for more detailed conversations around our tracking technology, 3rd party integrations, and actionable insights.
- Coordinates strategic platform adoption with oversight from management, product, and or tech team.
- Develop the account engagement plan for each customer, define the business outcomes the customer is wanting, the tools used to get there, outline touch points, level of executive engagement at the customer, outreach frequency, etc. resulting in an engagement score for the account and a map for how success will be measures against Customer KPIs and goals that were identified through discovery.
- Engage and measure executive outreach at the customer, demonstrating the value of the platform and presenting thought leadership in the space.
- Build and develop a partnership growth plan focusing on increasing the types of partnerships in place at the customer as well as increasing the number of productive partnerships for each type; possibly including the customer’s Executive Sponsor.
- Leverage the standardized business review process to reinforce the platform value proposition, ensure the customer’s desired business outcomes are on pace to be achieved, and demonstrate the platform value proposition as well as potential growth opportunities; possibly including the customer’s Executive Sponsor.
- Coordinates strategic initiatives with direction from manager or executive sponsor.
- Drives partnership collaboration, promotes initiatives, increases platform adoption, and communicates value under the guidance of their manager and or executive sponsor(s).
- Collaborates across partnering teams on expansion efforts.
- Build and work against a customer account engagement plan that incorporates Account Management activities and other communications activities that drive value in each interaction
- Follow and leverage a standardized process to track open issues with the customer and within Impact, with the goal of providing transparency to open items and a basis for escalation for those efforts that require multiple internal teams to participate.
- Produce and execute against technical account configuration efforts, coordinating with the Solutions Design and Delivery team as appropriate, to ensure the customer’s technical configuration of the platform enables account management activities.
- Coordinate efforts with the Solutions Design and Delivery team to ensure new technical integrations or highly technical updates are completed in a timely fashion.
- Validate and review PPV (Positive Predictive Value) pacing reports to ensure the customer's desired outcomes are on track, and to identify opportunities to upgrade the customer’s contracts in a timely fashion.
- Validate and review customer account funding status to ensure the customer can meet their partner commitments.
- Perform periodic churn risk analysis for the customer to identify opportunities to further engage with the customer and demonstrate the value proposition of the platform.
- Perform a financial analysis to better predict the revenue for the account for the current fiscal quarter, half, year, and next year.
- Help to facilitate all renewal and expansion opportunities.
- Analyse program performance to identify renewal expansion opportunities.
- Under the oversight of their manager, creates pricing proposals and works with internal teams and clients to incorporate performance goals into annual contract renewals.
- Help to manage all renewal admin in SFDC including creating quotes and updating Opportunities.
- Relies on managers and executive sponsors for negotiations and executive outreach as it relates to renewal opportunities.
- Escalates to managers, executive sponsors, and Sales team for expansion opportunities.
What You Have:
- Ability to work as part of a team and collaborate with partnering teams
- Excellent oral and written communication skills
- Customer/client orientation
- Detail oriented
- Bias for action
- Project management skills
- Interpersonal skills
- Self-direction
- Flexibility when it comes to a fast-moving environment
- BA/BS (MBA/Master preferred)
- Ideally 3+ years of experience in Digital Marketing Consulting, Customer Success, Account
- Management, Business Development, or another client-facing role where you managed a book of clients, Experience working at a SAAS company is ideal
Nice to have:
Affiliate & Partnerships Industry Fundamentals Certification by PXA
Benefits:
- Hybrid, flexible work environment
- Responsible PTO policy
- Take the time off that you need. We are truly committed to a positive work-life balance, recognising that it is important to be happy and fulfilled in both
- 6 months paid Primary caregiver leave
- Mental Health & Wellness care via Modern Health
- Restricted Stock Units
- 3-year vesting schedule pending Board approval
- Internet Allowance
- Fitness activity fee reimbursements
- Technology stipend
- Bi-weekly lunches
- Training & Development
- Learning the advanced partnership automation products
Impact is proud to be an equal opportunity workplace.
We are committed to equal employment opportunity regardless of race, colour, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or non-binary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
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