Experienced Customer Onboarding Manager – Seamless Integration and Strategic Leadership for Digital Advertising and CTV Ecosystems

Introduction to blithequark blithequark is a pioneering force in the digital advertising landscape, particularly in the realm of CTV (Connected TV) advertising. As the first and only CTV advertising platform purpose-built for performance marketers, blithequark leverages massive data and cutting-edge science to automate and optimize TV advertising, driving tangible business outcomes. Our innovative solution combines media buying, optimization, measurement, and attribution into one efficient platform, built by industry leaders with a rich history in programmatic advertising, digital media, and ad verification. At blithequark, we're committed to fostering a culture of innovation, transparency, and excellence, where our team members can thrive and contribute to the evolution of the digital advertising ecosystem. About the Role We're seeking an experienced and visionary leader to spearhead our client onboarding team and strategy, ensuring seamless integration experiences that lay the foundation for customer success on the blithequark platform. As a Customer Onboarding Manager, you will collaborate closely with various departments to coordinate resources, drive process adoption, and address logistical needs, ultimately minimizing the time to value for our customers and blithequark. This role combines strategic leadership with hands-on customer management, requiring a deep understanding of digital advertising, CTV ecosystems, and technical implementation processes. Key Responsibilities Lead Communication and Stakeholder Management: Foster effective communication with stakeholders and departments, including Sales, Tech Ops, Account Management, and AdOps, while ensuring all parties meet deadlines and deliverables. Performance Metrics and KPIs: Establish and track key performance metrics, KPIs, and success criteria for onboarding processes to ensure data-driven decision-making and continuous improvement. Team Leadership and Development: Conduct regular team meetings, performance reviews, and professional development planning to ensure the growth and success of our onboarding team members. Onboarding Workflow Optimization: Design and optimize end-to-end onboarding workflows, as well as standardized quality assurance processes for new customers going live on the platform, to ensure efficiency and effectiveness. Documentation and Knowledge Management: Create and maintain comprehensive onboarding documentation, playbooks, and best practices to facilitate knowledge sharing and consistency across the team. Escalation Management and Resolution: Manage escalations and ensure timely resolution of onboarding challenges, providing guidance and support throughout the completion of finance, legal, creative, and integration requirements. Scheduling and Coordination: Schedule and coordinate onboarding activities, providing clear guidance and support to ensure successful onboarding and timely resolution of any issues that may arise. Defining Success To excel in this role, you will focus on achieving the following key objectives: Smooth Onboarding Process: Ensure a high rate of successful and timely onboarding for new accounts, with minimal issues or delays, to drive customer satisfaction and retention. Stakeholder Coordination: Effectively coordinate with cross-functional teams and external stakeholders to ensure all parties meet deadlines and deliverables, fostering a culture of collaboration and accountability. Communication Efficiency: Maintain clear and effective communication with new prospects, addressing their questions and concerns promptly and professionally, to ensure a positive onboarding experience. Compliance Adherence: Ensure all legal, financial, creative, and technical onboarding requirements are met, with complete and accurate documentation, to mitigate risk and ensure regulatory compliance. Client Satisfaction: Facilitate a positive onboarding experience for new prospects, leading to high satisfaction rates and successful integration into the blithequark platform, to drive long-term customer relationships and revenue growth. Process Improvement: Identify and implement improvements to the onboarding process, creating a more efficient and welcoming experience for new accounts, and contributing to the continuous evolution of our onboarding strategy. Strategic Vision: Develop a deep understanding of the company's strategic direction and adapt the onboarding process to meet the evolving needs of the business, ensuring alignment with blithequark's overall mission and objectives. Essential Qualifications To be considered for this role, you should possess the following essential qualifications: Deep familiarity with the CTV and digital advertising landscape, including programmatic advertising, ad exchanges, and measurement and attribution principles. Experience with project management tools and CRM systems, such as Asana, Google, Jira, and Salesforce, to streamline workflows and enhance collaboration. Proven ability to build, lead, and scale high-performing teams, with a focus on talent development, coaching, and mentoring. Experience establishing processes and operational frameworks in fast-paced environments, with a emphasis on efficiency, scalability, and continuous improvement. Track record of improving team efficiency and a data-driven approach to measuring client satisfaction metrics, using metrics such as customer satisfaction (CSAT), net promoter score (NPS), and retention rates. Excellent presentation and communication skills, with the ability to explain complex technical concepts to both technical and non-technical stakeholders, and to facilitate effective collaboration across departments. Strong problem-solving abilities and customer service orientation, with a focus on resolving issues promptly and professionally, and ensuring a positive customer experience. Ability to manage multiple priorities and projects simultaneously, with a strong emphasis on organization, time management, and adaptability in a fast-paced environment. Comfortable working with C-level executives and senior stakeholders, with a strong understanding of the needs and expectations of key decision-makers. Knowledge of various tracking integrations, such as pixels, postbacks, and mobile measurement partners (MMPs), to ensure accurate measurement and attribution of advertising campaigns. Preferred Qualifications While not essential, the following qualifications are highly desirable: Understanding of the programmatic ecosystem and advertising exchanges, including real-time bidding (RTB), private marketplaces (PMPs), and programmatic guaranteed (PG) deals. Knowledge around measurement and attribution in the digital media space, including metrics such as return on ad spend (ROAS), return on investment (ROI), and customer lifetime value (CLV). Experience within affiliate marketing, with the ability to confidently navigate major affiliate networks, such as Commission Junction, Rakuten, or ShareASale. MBA or advanced degree in Business, Marketing, or a related field, with a strong emphasis on strategy, leadership, and innovation. Experience with CTV platforms and their advertising ecosystems, including platforms such as Roku, Amazon Fire TV, or Google Chromecast. Background in SaaS or technology platform implementations, with a strong understanding of the challenges and opportunities associated with launching and scaling new products and services. Previous experience in adtech startups or high-growth companies, with a proven track record of success in fast-paced, dynamic environments. Career Growth Opportunities and Learning Benefits At blithequark, we're committed to fostering a culture of continuous learning and growth, where our team members can develop new skills, explore new opportunities, and contribute to the evolution of our company. As a Customer Onboarding Manager, you'll have access to: Comprehensive training and onboarding programs, designed to ensure your success in the role and provide a deep understanding of our products, services, and processes. Ongoing professional development opportunities, including workshops, webinars, and conferences, to stay up-to-date with the latest trends and best practices in digital advertising and CTV ecosystems. Mentorship and coaching from experienced leaders, with a focus on career growth, skill development, and leadership development. Opportunities to contribute to cross-functional projects and initiatives, collaborating with teams across the company to drive innovation, improve processes, and enhance customer experiences. A dynamic and supportive work environment, with a strong emphasis on teamwork, collaboration, and open communication. Work Environment and Company Culture At blithequark, we believe that our team members do their best work when they feel challenged, engaged, and supported. Our company culture is built around the following core values: Big Thinkers: We believe in setting audacious goals and envisioning transformative change, with a focus on innovation, creativity, and outside-the-box thinking. Radically Transparent: We value transparency in all aspects of our business, fostering a culture of open communication, honesty, and accountability. Performance-Obsessed: We're passionate about achieving exceptional results, with a strong emphasis on excellence, quality, and continuous improvement. Data-Driven: We embrace the power of data, science, and technology as crucial drivers of our success, using metrics and analytics to inform decision-making and optimize processes. Trust Builders: We prioritize building and nurturing trust with our stakeholders, including customers, partners, and team members, through our actions, integrity, and commitment to delivering on promises. Forever Students: We create a safe environment for experiments, risk-taking, and continuous learning, encouraging our team members to challenge assumptions, explore new ideas, and develop new skills. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package, including: A salary range of $93,000 - $120,000, depending on experience and qualifications. A bonus structure, tied to individual and company performance, to recognize and reward outstanding achievements. Equity participation, providing team members with a stake in the company's success and a opportunity to share in the growth and profits of the business. A comprehensive benefits package, including full health, dental, and vision insurance, with up to 95% funded by the company for employees. Employee stock option program, providing team members with the opportunity to purchase company stock at a discounted rate. Company-sponsored retirement plan, with a matching contribution program, to support team members in planning for their financial future. 12 annual paid holidays, including 2 flexible days, to provide team members with time to relax, recharge, and pursue their interests. Generous PTO policy, allowing team members to take the time they need to balance work and personal responsibilities. A remote-first environment, providing team members with the flexibility to work from most places in the US, and to create a work schedule that suits their needs and preferences. Conclusion If you're a motivated and experienced professional, with a passion for digital advertising, CTV ecosystems, and customer success, we encourage you to apply for the Customer Onboarding Manager role at blithequark. As a key member of our team, you'll have the opportunity to make a meaningful impact on our business, contribute to the growth and success of our customers, and develop your skills and expertise in a dynamic and supportive environment. Join us on our mission to revolutionize the digital advertising landscape, and discover a career that's both challenging and rewarding.