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:
As the Program Strategy Manager, you will be the trusted advisor to our customers and are ultimately responsible for maximizing the value our customers derive from using impact.com / advocate. You will lead strategic conversations with customers and help them achieve their business goals. You will be the voice of the customer internally, ensuring the team fully understands customer needs, trends, challenges and success stories. This role is a critical part of the Customer Success team and reports directly to the Senior Director of Customer Success, APJ.
This role will enable you to bring your skills, knowledge, and experience to hundreds of people across a broad set of B2B and D2C industries that the impact.com customers represent.
In this role you will take your knowledge and experience in building successful customer marketing programs that engage with customers that grow the business. You will have a massive impact on our entire customer base by expertly advising them on building best in class referral and rewards marketing programs using impact.com / advocate (Advocate), one of impact.com’s core products.
What You'll Do:
- Provide a ‘best in class’ customer experience through all phases of the customer lifecycle, from implementation to annual renewals
- Provide guidance in best practices and improvements, to our customers and to other members of the Customer Success team
- Analyse successful customer programs to develop and update impact.com’s best practices
- Take responsibility for delivering and communicating ROI for your customers, influencing lifetime value through high product adoption, customer satisfaction, and overall NPS scores
- Understand your customer's performance KPIs, anticipate their next steps, and provide them with guidance towards their desired outcome, continuously identifying individual optimisation potential and develop concepts for implementation
- Identify and nurture growth of our platform’s value within our customer base
- Participate in the onboarding of customers as their relationship manager and point person on marketing and program strategies that will lead to a successful program launch
- Collaborate internally to be the voice of the customer across other departments such as sales, product, marketing and operations
- Build and foster partnership style relationships with our customers business leaders and marketing leads that are responsible for their Advocate program
- Own the lifetime relationships with our biggest customers
- Develop and implement processes and programs to increase usage of Advocate while collaborating closely with cross-functional team members to drive frictionless renewals, upsell and expansion opportunities
What You Have:
- Experience in creating successful Advocacy or Customer Marketing programs such as Referral, Loyalty, and others that promote growth through your customer base
- Ability to articulate Marketing concepts, value propositions, ROI, and recommendations clearly and compellingly to customers
- Solid understanding of Customer Marketing and Advocacy programs, product led growth
- Previous experience within a SaaS Customer Success team -MarTech and/or Advocacy space is an asset
- A proven drive to build long lasting business relationships
- Excellent verbal and written communication with an emphasis on empathy and solution-oriented responses
- Proven ability to be an assertive problem-solver and proactive relationship manager who can respond quickly to customer needs, anticipate issues, and resolve these in advance where possible
- Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
- High level of resilience and a positive attitude when faced with adversity
- Negotiation talents through experience or schooling is beneficial to the role
- Highly recommended to have a Bachelor's/College Degree in Business, Marketing
- Information Technology, Engineering, or equivalent working experience
Nice to have: Affiliate & Partnerships Industry Fundamentals Certification by PXABenefits:
- 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
- Flexible remote working policy
- Training & Development - Free Coursera Subscription and PXA partnerships learning
- Restricted Stock Units - 3-year vesting schedule pending Board approval
- Internet Allowance
- Gym reimbursements
- Technology stipend
- Mental Health and Wellness Benefit - Including 12 Therapy/Coaching sessions + Dependent coverage
- Health Insurance
- 6 Months Paid Parental Leave
- Free in office lunches several days per week
impact.com is proud to be an equal opportunity workplace. All employees and applicants for employment shall be given fair treatment and equal employment opportunity regardless of their race, ethnicity or ancestry, color or caste, religion or belief, age, sex (including gender identity, gender reassignment, sexual orientation, pregnancy/maternity), national origin, weight, neurodivergence, disability, marital and civil partnership status, caregiving status, veteran status, genetic information, political affiliation, or other prohibited non-merit factors.
