Join our Sydney office

Our Company:

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.

If you have a desire to work in an organisation that is:

• Passionate about its people
• Focused on delivering the very best tech to our customers
• Offering the flexibility to work how and where you are most successful
• Obsessed with our customer’s success
• The leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more!
• Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
• Obsessed with making a difference in business and to the wider community  

Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi’s, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships. The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact has grown to over 700 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.

Your Role at Impact:

As Customer Success Manager you will be responsible for the management of client relationships to promote retention and growth, through identifying up-sell, cross-sell, and churn-risk early.

Join us if you are passionate about strategic, goal-driven account plans and processes to ensure productive relationships with clients. This position works closely with cross functional teams as the client advocate, to help develop solutions to meet client goals.

What You'll Do:

• Platform Knowledge:
  • Clearly understand our core functionality and how partnership marketing fundamentals tie into our solutions and product offering
  • Run platform training and consult on contracts, dangerous configurations, finance, ad tracking, and reporting
• Account Management:
  • Drive partnership collaboration, promote initiatives, increase platform adoption, and communicate value under the guidance of your manager and or executive sponsor(s)
• Escalation Management:
  • Follow and leverage a standardized process to track open issues with the customer and within Impact, with the goal of providing transparency to open items and a basis for escalation for those efforts that require multiple internal teams to participate
• Project/Task Management:
  • Produce and execute against technical account configuration efforts, coordinating with the Solutions Design and Delivery team as appropriate, to ensure the customer’s technical configuration of the platform enables account management activities
  • Coordinate efforts with the Solutions Design and Delivery team to ensure new technical integrations or highly technical updates are completed in a timely fashion
• Commercial Efforts: 
  • Validate and review PPV (Positive Predictive Value) pacing reports to ensure the customer's desired outcomes are on track, and to identify opportunities to upgrade the customer’s contracts in a timely fashion
  • Validate and review customer account funding status to ensure the customer can meet their partner commitments
  • Perform periodic churn risk analysis for the customer to identify opportunities to further engage with the customer and demonstrate the value proposition of the platform
  • Perform a financial analysis to better predict the revenue for the account for the current fiscal quarter, half, year, and next year
  • Help to facilitate all renewal and expansion opportunities
  • Analyse program performance to identify renewal expansion opportunities
  • Partner with managers and executive sponsors for negotiations and executive outreach as it relates to renewal opportunities

What You Have:

• Bachelor or Master degree
• 2+ years direct B2B SaaS sales experience, strong preference towards marketing technology (tracking, measurement, etc)
• 2+ years experience in Marketing Consulting, Customer Success, Account Management, Business Development, or other client-facing roles where you managed a book of clients
• SaaS company experience preferred
• Customer Focus, Commercial Drive, Service-oriented
• Experience with business-to-business commerce and Internet communication software (advantageous)

Benefits/Perks:

• Unlimited 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
• Training & Development
  • Learning the advanced partnership automation products
• Flexible work hours
• Private Health Insurance
• Internet Allowance
• Employee Assistance Programme
• Casual work environment

Impact is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or non-binary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

Our Company:

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.

If you have a desire to work in an organization that is:

• Passionate about its people
• Focused on delivering the very best tech to our customers
• Offering the flexibility to work how and where you are most successful
• Obsessed with our customer’s success
• The leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more!
• Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
• Obsessed with making a difference in business and to the wider community  

Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi’s, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships. The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact has grown to over 500 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.

Your Role at Impact:

As a Partner Development Executive, you will be fundamental to the growth of our customers and partners. You will drive a world-class partner experience that builds trust, retention and loyalty. Your role is pivotal to ensure adoption and engagement of our product with our partners, enable partnerships between partners and brands, accelerating their growth and helping them grow!

You will need to identify, nurture and manage a portfolio of partner accounts that have been identified as high growth potential. You will work closely with the customer success team to provide core recommendations of growth for enterprise brands and be a key contributor to supply side customer growth

This role reports to Partnership Development Manager ANZ

What You'll Do:

• Research partner categories and maintain a target list of partners for growth
• Proactive outreach and prospecting of partners that are the right fit for Impacts growing customer base
• Identify partners that can benefit from Impact suite of supply side products (trackonomics / Elite licence)
• Create activation campaigns to for newly recruited partners to ensure partner productivity
• Establish reactivation campaigns for dormant partners
• Monitor mid to long tail partners and identify opportunities for growth
• Partner Support and ticketing where required
• Conduct partner training and platform demos
• Maintain partner performance tracking, ensuring new partner impact is accurately measured and reported on
• Establish and maintain a key network of partners within Impacts referral program
• Collaborate with other APAC regional PD teams
• Create partner newsletters and spotlights
• Organise partner lunch and learns for key team members within Impact

What You Have:

• 1 - 3 years experience working within an affiliate or technology business
• Exceptional relationship builder
• Driven by growth and making a meaningful impact
• Creative in problem solving and able to look past the clutter to see the bigger opportunity
• Highly organised and someone who takes joy in the process
• Ability to take on feedback and implement
• Adaptable and comfortable with change
• Hustler with great time management, comfortable working in a fast paced business

Benefits/Perks:

• Unlimited PTO policy - take the time off that you need. We are truly committed to a positive work-life balance, recognizing that it is important to be happy and fulfilled in both
• Training & Development - learning the advanced partnership automation products
• Flexible work hours
• Private Health Insurance
• Internet Allowance
• Employee Assistance Programme
• Casual work environment

Impact is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or non-binary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

#LI-RL

Our Company:

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.

If you have a desire to work in an organisation that is:

• Passionate about its people
• Focused on delivering the very best tech to our customers
• Offering the flexibility to work how and where you are most successful
• Obsessed with our customer’s success
• The leading SaaS platform to automate partnerships - affiliate, influencer, technology partners, and more!
• Entrepreneurial in spirit with a culture that rewards collaboration and curiosity
• Obsessed with making a difference in business and to the wider community  

Impact is the global leader in Partnership Automation, working with innovative brands like Ticketmaster, Levi’s, Microsoft, Airbnb, and Uber to help them manage their online affiliate, influencer, brand to brand, and content partnerships. The Impact Partnership Cloud covers the full life partnership lifecycle including onboarding, tracking ads and paying partners, recruiting for new partners, data and marketing intelligence, and protection from fraud. Founded in 2008, Impact has grown to over 500 employees and ten offices across Europe, the United States, Africa, and Asia so there is plenty of opportunity for growth and advancement.

Why is this role exciting:

Our goal is to build relationships based on trust which result in happy, passionate, loyal customers and colleagues. We do this through listening to their needs and guiding them to the fullest use of the features we offer. This role is the right mix of compassion, writing skills, and technical knowledge to get the job done.

This role reports to the Director of Customer Solutions - APAC

What You'll Do:

• Provide enterprise-level Product Support to our customers and Partners, covering chat and ticketing. Empower our customers to get the most out of our platform and grow their businesses.
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done in a timely manner.
• Contribute to internal and external knowledge Base Support documentation to drive best Practice
• Arching, diagnosing, troubleshooting, identifying solutions to resolve customer and system issues promptly and efficiently.
• Become our platform expert, identify common customer challenges, work with cross-department on customer needs and product suggestions

What You Have:

• Excellent communicator with strong interpersonal skills, the ability to understand and explain complex technical concepts to your audience
• Able to write, speak fluent Japanese (Preferred)
• Organized, excellent at time management
• Team player with great adaptability
• Strong sense of responsibility, motivated self-starter
• Curiosity to identify, research and solve problems
• Great multitasker, ability to work independently
• Customer Focus, Commercial Drive, Service-oriented mindset
• Proficiency in Word/Excel/PPT and other software. Strong document editing ability
• Able to work shift work to cover international time zones.
• Bachelor’s degree

Experience (1+ years) in all of these areas is preferable:

• Customer Technical Support
• Global Support
• Working in a SaaS business
• Marketing exposure or experience
• Front-end development
• Affiliate/Partnership Marketing industry
• Familiarity with concepts like APIs, FTPs

Benefits/Perks:

• Unlimited PTO
  • 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
• Training & Development
  • Learning the advanced partnership automation products
• Stock Options
  • 4-year vesting schedule pending Board approval
• Private Health Insurance
• Flexible work hours
• Internet Allowance
• Casual work environment
• Our international presence and diverse team allows you exposure to global perspectives
• Established company with a cool, high velocity work ethos, where each person can make a difference

Impact is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, colour, ethnicity, religion, creed, national origin, ancestry, genetics, sex, pregnancy or childbirth, sexual orientation, gender (including gender identity or non-binary or nonconformity and/or status as a trans individual), age, physical or mental disability, citizenship, marital, parental and/or familial status, past, current or prospective service in the uniformed services, or any characteristic protected under applicable law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

#LI-RL1