Senior Customer Onboarding Specialist

Who We Are

At Partnerize, we're on a mission to transform the way businesses grow. We've built the leading partnership automation platform that empowers brands to discover, engage, and convert their audiences at scale. From affiliate marketing to influencer collaborations, we help our clients build and manage profitable partnerships that drive real results. We're a team of passionate problem-solvers who are dedicated to helping our clients win in the ever-evolving world of digital marketing.

Why Join Us

We're looking for passionate, talented people who want to be part of a winning team. At Partnerize, you'll find a culture of collaboration, innovation, and respect. We're guided by our core values, and we're committed to creating an environment where everyone can do their best work. We also offer a competitive salary, generous benefits, and a flexible work environment that allows you to thrive both personally and professionally. If you're ready to grow your career and make a difference, we'd love to hear from you.

Purpose of the Role

The Customer Onboarding Team’s mission is to ensure all clients receive the best customer experience when onboarding to Partnerize and understand the true value of Partnerize to grow revenue.

As a Customer Onboarding Senior Specialist, you will support our clients during their first months of working with Partnerize through platform training, onboarding their partners, preparing their programme and consulting on best practices.  These customers will be primarily in the hiring region but may also be global. Therefore, customer-focused experience (minimum 2 years) and project management skills will be key to be successful. 

You will help in supporting internal and customer-facing projects to improve the onboarding experience, support existing customers and provide training to new customers and internal teams, while supporting junior members of the team.

Core Responsibilities: 

• Conducting onboarding meetings: 

• Responsible for scheduling and conducting onboarding calls or meetings with new customers. 
• During these sessions, you will introduce the customer to the onboarding process, provide guidance on how to get started, and answer any questions the customer may have.

• Managing the onboarding process: 
• Responsible for managing the non-technical aspects of the onboarding process for new customers, from initial contact to successful training and handover. 
• This will involve coordinating with multiple teams, such as customer success or technical onboarding, to ensure a smooth onboarding experience.

• Reporting: Responsible for ensuring internal reports within Salesforce are updated on a regular cadence and highlighting any potential risks 

• Partner Migration: Assisting clients migrate partners onto Partnerize from another provider

• Onboarding Support / Training: 

• Responsible for coordination and actioning platform support tasks on behalf of the client prior to launch (E.g uploading of creative assets/configuration of commission rules)
• Conducting training sessions on how to use the Partnerize Platform
• Creating documentation for both internal and external use

• Team management:
  • Providing guidance and training to junior members of the team
  • Ensure your team meet the agreed SLAs/KPIs

Required Qualifications & Skills: 

• Client or customer support experience (minimum 2 years)
• Project management experience
• Excellent communication skills with the ability to translate technical information to a non-technical audience
• Teamwork, strong work ethic and enthusiasm to learn
• Strong attention to detail
• Strong prioritisation and organisational skills
• Strong interpersonal and soft skills
• Comprehensive computer literacy
• Problem-solving skills

Desired Skills: 

• Ability to present and lead meetings confidently
• Proficient in using Excel / Google Sheets to manipulate data (E.g formulas)
• Experience in conducting training sessions 
• Experience in digital marketing
• Experience writing guides and training material
• Marketing, Advertising or Business degree
• Team coordination experience

US Benefits & Perks

• Flexible Time Off Policy - Take the time you need
• Enhanced Parental Leave: 16 weeks for birth parent, 8 weeks for non-birth parent at full pay after one year employment
• Robust Company Sponsored Health & Welfare Benefits
• 401k Plan - 4% employee match
• Enhanced Wellness Program including access to EAP, Wellness Coaching & Wellness Programs
• Regular company events and activities

Our Commitment to Diversity & Inclusion

We are committed to attracting, developing, and advancing our outstanding team members, regardless of race, ethnic identity, sexual orientation, religion, age, gender, gender identity, physical abilities, or any other dimension of diversity. We strive to foster an environment where people can be their authentic selves, raise concerns and innovate, all without fear; where they are treated fairly and respectfully, have equal access to opportunities and resources and can contribute fully to the organization’s success. Every individual in our business is expected to live this commitment without exception.

Privacy and data protection. The data collected as part of this application will be used for the recruitment process and any subsequent employment. You can find further information in Partnerize privacy policy here: https://partnerize.com/privacy-policy/

Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Partnerize will not accept unsolicited resumes from any source other than directly from a candidate or an approved vendor that has a written and signed agreement in place with Partnerize. Please do not contact or forward resumes to our company employees or locations. Any unsolicited resumes will be considered Partnerize property. Partnerize is not responsible for any charges or fees related to unsolicited resumes.