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Customer Onboarding Manager


NextRoll / San Francisco / Technical Services
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Job Overview

As our Customer Onboarding Manager, you will be responsible for successfully onboarding and managing customers for their first 60 days with AdRoll. You will be a critical part of setting AdRoll customers up for long term growth by educating and enabling them on platform features across ads, email, and Advanced Tracking. This is a customer facing role and one that works cross-functionally with AdRoll new business sellers, account managers, and technical support teams. A strong focus on customer lifetime value, project management, strategic analytics, and process will be core to success in this role. Success in this role is evaluated based on customer graduation rates and spend in the first 60 days.

This role is open in our San Francisco, New York, Salt Lake City offices, or remote.

Our work environment is one where ambition thrives and so will you. We help every employee discover their full potential by giving them opportunities to expand their skill set and develop their career at NextRoll. Don't think you have all the skills required for this role? That's okay, we're committed to helping all of our employees learn and grow.

The impact you’ll make:

  • Manage onboarding and support for the first 60 days of spend for active campaigns across 30-40 customers
  • Build and improve campaign objectives based around customer goals
  • Lead client expectations, dependencies, and deliverables throughout the onboarding process to ensure key achievements are met on-time and within the scope
  • Ensure customers are maximizing the value of the platform through feature/best practice education
  • Oversee the success of campaigns by providing recommendations on strategy, performance, and creative set-up across ads and email products
  • Collaborate with cross functional teams to improve the overall customer experience by representing their voice, providing product feedback and recommendations
  • Develop an extensive working knowledge of the AdRoll Growth Platform, services, methodologies, and marketing strategies for a broad range of use cases and customer goals
  • Identify and act on areas for growth within AdRoll's offerings

Skills you’ll bring:

  • A minimum 4 years relevant experience in a similar role, which may include: project management, ad operations, campaign manager, sales, client services and/or customer success
  • SaaS experience and knowledge of Google Analytics and Salesforce is a plus
  • Advanced Google Sheets & Google Slides is preferred
  • You are a strong communicator and highly analytical working with multiple stakeholders
  • You're adaptable, receptive to feedback and eager to learn new things
  • You're a team-player with a collaborative approach to work

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NextRoll Overview

NextRoll is a marketing technology company delivering products ambitious marketers use and rely on to grow their businesses. Powered by machine learning and integrated data platforms, NextRoll’s technology serves tens of thousands of businesses globally through its three business units: RollWorks, an account-based platform for business-to-business marketing and sales teams, AdRoll, a growth marketing platform for direct-to-consumer marketers, and NextRoll Platform Services, a platform-as-a-service for consumer and merchant marketplaces. NextRoll is a privately-held company headquartered in San Francisco, CA.

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