Director of Professional Services

This is a remote position.

Map Labs

Map Labs is looking for a Director of Professional Services. In this role, you’ll engage customers at various touchpoints in their journey with Map Labs and be responsible for product adoption, revenue retention and growth, and customer advocacy.

Map Labs is like Google Analytics for Google Maps. We make businesses successful on Maps by acquiring customers for them, at the lowest cost. Our Professional Services team provides strategic marketing advice on Google Business Profiles and Google Ads and uses our SaaS product to enact that advice on behalf of our customers. We’re a customer-funded startup. We’re growing and need your help.

You understand business, data, marketing, and Google, in that order. Your role is to tie these subjects together to offer strategic business guidance based on your experience, industry knowledge, and insights from our data. You’ve been working in business for several years preferably as an owner of a marketing-related business. You’re known for your professionalism and entrepreneurialism. You’re a player/coach who can make local businesses successful and, at the same time, write playbooks to make your team successful.

Our staff work around the world. This contract role is based remotely.

What You’ll Do

You will learn our Professional Services foundation at Map Labs so you can eventually take over from our Founder. You will start by learning about our business, product, industry, and customers. You’ll shadow our Founder to understand how we advise our customers; then, at some point, you'll run the calls, build our playbooks and deliver presentations, updates, and demos for our customers.

• Keep our current customers successful with Map Labs.
  
• Onboard new Professional Services customers by setting them up on our platform, aligning our technology to their goals, and making them successful with Map Labs.
  
• Develop and deepen relationships with customers in assigned verticals. Use our analytics and your experience to advise them regularly on customer acquisition strategies using Google Business Profiles and Google Ads. 
  
• Provide regular product release updates, metrics, and recommendations, and gauge their progress through regular conversations.
  
• Represent the voice of the customer with product features and requests to our internal teams.
  
• Identify and mitigate potential account risks; provide support ticket triaging and escalation.
  
• Support our product and marketing efforts by facilitating customer case studies, advisory boards, and ongoing research.
  
• Lead insightful Quarterly Business Reviews. Share industry trends, assess market risks and highlight unique product features that our customers value. 
  
• Identify expansion opportunities.
  
• Support team members in navigating complex accounts by sharing proven tactics and resources.
  

Requirements

What You’ll Need

• Keen business acumen based on 5+ years in a customer-facing business role in the marketing technology industry working with Google products and services.
  
• Experience with Google Ads and Google Business Profiles.
  
• Experience with Google Analytics, Tag Manager and GA4. 
  
• An ability to independently manage a group of customers across multiple verticals.
  
• An ability to build professional, trusting relationships using data.
  
• An ability to articulate product features in an easy-to-understand language to inspire adoption.
  
• An ability to present confidently and think on your feet to exceed customer expectations.
  
• Excellent communication and presentation skills (phone, video, email).
  
• A commitment to consistently achieving results.
  
• A desire to proactively help internal/external customers with their needs.
  
• A way to obtain commitment to a solution or idea while maintaining your integrity and relationships.
  
• An organized and logical approach to finding solutions to complex problems.
  
• An ability to cope with change and ambiguity while finding ways to advance your work and projects.
  
• A commitment to improve all of the above continuously.
  
• An ability to build and manage a team.
  

Nice to Have

• Bachelor’s degree or a diploma in Marketing, Business, or other related fields.
  

• Experience working with Google Business Profiles.
  

Who You Are

• You are kind, bright, accountable, organized, data-driven, communicate clearly and think critically.
  

• You respect and learn from the perspectives of others.
  

• You are constantly learning and seeking ways to make things better.
  

• You are focused on building your skills and expertise in Customer Success.
  

• You keep your promises, take your commitments to others seriously, and have strong integrity.
  

• You are determined to succeed and motivated by the success of customers, colleagues and the community.
  

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How you’ll know you’re doing a good job

• Customer Retention rate > 90% and trending in a positive direction.
  

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