Customer Success Onboarding Team Lead

Bogotá, Full time

Who we are:

Marfeel is a publishing platform that revolutionizes the way publishers create, optimize and monetize mobile websites. Over 850 publishers, including USAToday, The Washington Times, Euronews, and El Confidencial use Marfeel to serve a billion mobile sessions, every month. 

Since our beginning in 2011, Marfeel has been recognized by Inc5000 as the nº 1 Fastest-Growing Marketing and Advertising Private Company in Spain and was named as one of Europe’s 1000 fastest-growing companies by the Financial Times in both 2017 and 2018. As a Google Certified Publishing Partner, we were recently awarded a Google Innovation prize for our work designing and producing new publishing innovations.

Our team now has more than 180 members, made up of over 30 different nationalities. With headquarters in Barcelona and offices in New York and Bogotá, our people and our diversity are the reason behind our world-class product, and we’re still growing.

The Role:

The Onboarding Team Lead is a hybrid role covering two main areas: a) management of the Onboarding team based in Bogotá (Project Managers) and b) responsibility for his/her own projects, managing the entire onboarding experience for new publishers joining Marfeel, with the ultimate objective of ensuring that they activate our solution on time and reach their business objectives.

This is what you will do:

  • Establish and develop a close relationship with the publishers in your portfolio, acting as their representative within Marfeel.

  • Gain an in-depth understanding of their business and their expected outcomes with the adoption of Marfeel’s solution.

  • Act as a Gatekeeper to make sure that the customers who move forward are the right fit for our company and their expected outcomes can be delivered by our solution.

  • Revalidate and realign client expectations according to the onboarding project plan and explain the key milestones of the onboarding process. 

  • Analyse our publishers' requests and understand their business objectives, moving things internally and ensuring the delivery of the highest quality results within the established deadlines.

  • Negotiation will be a constant mark of your day-to-day work. Both internal negotiation with the team and negotiating with the customer will help to create the optimal conditions in order for our customers to get the best possible outcomes from the Marfeel platform.

  • Communicate clearly to our customers what is possible and what is not. Knowing when and how to say no is an important part of the job.

  • Drive the proper prioritization of integrations or critical requests for assigned projects by aligning appropriate resources, including communication with all stakeholders inside and outside Marfeel.

  • Conduct periodic touchpoints with publishers to communicate the status of the projects, track their satisfaction and set the next steps in their relationship with Marfeel.

  • Be responsible for the success of the trial period of your projects, by tracking the actual delivery with the customer’s expected outcome and reacting upon that.

  • Anticipate, understand and fight Churn during the trial period.

  • Contribute with suggestions and ideas to keep our team and our company evolving.

  • Maintain a good relationship with other departments, especially the Tech Team, Business Analysts and Sales.

  • Help to drive the hiring process alongside the People team and the Head of Onboarding.

  • Responsible for team performance define and support their career growth plans.

  • Prepare and conduct 121s and Annual Appraisal of your direct report.

  • Conduct team ceremonies (daily standups, weekly reviews, retrospectives, etc).

  • Assure that the team has the necessary knowledge by promoting training and assessing accordingly. 

This is you:

  • At least 2 years of experience in a B2B SaaS environment.

  • At least 2 years in a customer-facing position, ideally customer success or project management.

  • At least 1 year of experience leading a team.

  • At least 1 year of experience managing projects.

  • Fluency in English & Spanish. Portuguese is a plus.

  • Strong relationship and communication skills, both written and verbal.

  • Ability to communicate with a sense of confidence in order to reduce any concerns publishers might develop during the project.

  • You genuinely care about people and helping others achieve their goals.

  • Giving constructive and clear feedback is something that comes easily to you.

  • Tech Savvy. We love technology and we must understand how it works and how it impacts our customers’ business.

  • Agile methodology is built into your DNA.

  • Self-motivation and autonomy define who you are and how you work. You will be the owner of the projects and must be able to plan and execute your day and activities.

  • Solution-oriented mindset. You must identify publisher’s issues and drive solutions rather than dwelling on problems.

  • You understand that the most important thing is to know what is really important. Prioritization is key to succeed in this position.

  • You think, plan and execute in a strategic way, incorporating customers’, team and individual goals.

  • Multi-tasking makes you feel alive and your highly effective organizational skills enable you to provide quick and valuable follow-ups and feedback to our customers.

We will be further impressed if:

  • You have knowledge and experience in the Ad Tech industry.

  • You speak any additional languages.

  • You have some knowledge of HTML5 and CSS.

  • You have a Project Management Certification.

This will be you as part of the Marfeel team:

  • We have more than 30 nationalities.

  • Team building events!

  • Training, books and all you need to feel empowered.
  • And, a Referral Bonus if you bring other talented people like you.

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