Customer Onboarding Specialist

Job Title: Customer Onboarding Specialist

Location: Remote, US

Department: Sales

Type: Full-Time

Experience: 1-3 Years

Salary Range: $65,000 - $75,000 / year (+Bonus, Equity, Benefits)

Core Hours: 9 AM - 1 PM PST / 12 - 4 PM EST

About tvScientific

tvScientific is the first and only CTV advertising platform purpose-built for performance marketers. We leverage massive data and cutting-edge science to automate and optimize TV advertising to drive business outcomes. Our solution combines media buying, optimization, measurement, and attribution in one, efficient platform. Our platform is built by industry leaders with a long history in programmatic advertising, digital media, and ad verification who have now purpose-built a CTV performance platform advertisers can trust to grow their business.

Role Summary

We are looking for a dedicated and detail-oriented Customer Onboarding Specialist to join our team. In this role, you will guide new account launches through a seamless onboarding process, ensuring their successful integration into the tvScientific platform and network.

Day to day, you'll collaborate closely with other departments to coordinate resources (technical, creative, legal, finance), complete processes and address logistical needs.

To be successful in this role, you'll need exceptional communication skills to effectively communicate our company's culture, policies and procedures to new prospects coming through onboarding. Additionally, you will facilitate connections between new accounts and the Account Management team, promoting collaboration and a sense of the partnership being set up for success.

If you're passionate about helping brands thrive, we invite you to join our team and contribute to tvScientific's growth and success by creating a welcoming and inclusive onboarding program.

What You'll Do

• Plan and coordinate the logistics of new prospects onboarding, including scheduling and preparing set up.
• Lead communication with various stakeholders and departments, including Tech Ops, network contacts and account management team, while holding all parties accountable to meet deadlines.
• Create a clear and concise process that explains tvScientific onboarding (unique at each network level for self, agency or network managed.)
• Schedule and coordinate onboarding activities, providing guidance and support to new prospects throughout the process.
• Ensure completion of cases and following all legal and administrative compliance when onboarding prospects.
• Assist new prospects with the completion of the necessary paperwork, including legal, finance, creative and technical set up and validation.
• Audit data and setting up correct storage of onboarding paperwork.
  
  

How We'll Define Success

• Smooth Onboarding Process: Achieve a high rate of successful and timely onboarding for new accounts, with minimal issues or delays.
• Stakeholder Coordination: Effectively coordinate with Tech Ops, network contacts, and the account management team, ensuring all parties meet deadlines and deliverables.
• Program Implementation: Develop and implement comprehensive onboarding programs that align with company processes.
• Communication Efficiency: Maintain clear and effective communication with new prospects, addressing their questions and concerns promptly and professionally.
• Compliance Adherence: Ensure all legal, financial, creative, and technical onboarding requirements are met, with complete and accurate documentation.
• Client Satisfaction: Facilitate a positive onboarding experience for new prospects, leading to high satisfaction rates and successful integration into the TVS platform.
• Process Improvement: Identify and implement improvements to the onboarding process, creating a more efficient and welcoming experience for new accounts.
  
  

You'll Be Successful in This Role if You Have/Are

• Proficiency in project management (at least 2-3 years of experience).
• Experience with project management tools (Asana, Google, Jira).
• Capable of holding others accountable to meet deadlines and uphold standards.
• Basic knowledge of tracking integration (pixels, postbacks and MMPs).
• Ability to articulate ideas and messages clearly to various stakeholders.
• Strong verbal and written communication skills.
• Experience working with cross-functional teams (Tech Ops, Account Management, Billing, Legal, Network Support Team.)
• Excellent organizational skills and the ability to prioritize tasks.
• Experience managing multiple projects simultaneously.
• Experience in managing client relationships and expectations.
• Comfort with changing priorities and fast-paced environments.
  
  

You May Also Have

• High-level understanding of CTV.
  
  

Culture and Benefits

At tvScientific we believe people do their best work when they feel challenged and engaged by their day to day responsibilities, when they're surrounded by smart, hard working people, and when they have a healthy work life balance. Our company culture and benefits package reflects these beliefs.

• Full health, dental, and vision insurance - up to 95% funded by the company for employees.
• Employee stock option program.
• Company-sponsored retirement plan with a matching contribution program.
• 12 annual paid holidays (including 2 flexible days).
• Generous PTO policy (get your work done and take the time you need).
• A remote-first environment that allows employees flexibility to work from most places in the US.
  
  

As tvScientists We Are...

• Big Thinkers: We believe in setting audacious goals and envisioning transformative change.
• Radically Transparent: We value transparency in all aspects of our business. We foster a culture of open communication, honesty, and accountability.
• Performance-obsessed: We are passionate about achieving exceptional results. We strive for excellence in everything we do and set high standards for ourselves.
• Data-driven: We embrace the power of data, science, and technology as crucial drivers of our success.
• Trust Builders: We prioritize building and nurturing trust with our stakeholders. We understand that trust is the foundation of successful relationships and business partnerships. Through our actions, integrity, and commitment to delivering on promises.
• Forever Students: Challenge assumptions to look for solutions. We create a safe environment for experiments and risk-taking by our customers and employees.
  
  

tvScientific is committed to building an inclusive environment for people of all backgrounds and everyone is encouraged to apply. tvScientific is an Equal Opportunity Employer and does not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law.