Head of Professional Services

Head of Professional Services

Rockerbox is looking for a leader to launch and lead Rockerbox’s first Professional Services team.

Rockerbox’s Professional Services team starts where Customer Success and Product end. Professional Services provides additional services that help bridge the last mile for our customers that are seeking extra support in getting value from Rockerbox.

Professional Services will provide additional support in line with Rockerbox’s two product lines: Data and Analysis. Within Analysis, Professional Services will play a particularly important role for Rockerbox’s Media Mix Modelling offering given the consultative nature of the type of measurement. 

While the Head of Professional Services will help to develop and define the scope of services, areas they will likely cover include:

Data Consulting:

• Standing up data warehouses for our customers when one doesn’t exist
• Building and maintaining BI Dashboards required for the client
• Constructing custom data sets that more closely match the business needs of our customers

Marketing Analysis:

• Providing clients with hands-on support in analyzing and interpreting the outputs of Rockerbox’s Marketing Analysis (and Data)
• MMM: For MMM specifically, customers will require a level of consulting alongside the MMM engagement. Accordingly, all MMM engagements will require a professional services line item attached to the contracts signed.

Key Responsibilities:

Service Development:

• Develop and refine service packages, pricing models, and positioning strategies for Rockerbox’s Professional Services.
• Align with Sales, Customer Success, Marketing, and Product in the go-to-market strategy for these services.
• Create and implement the Rockerbox MMM Professional Services process. Work hand in hand with Customer Success and Implementation to define the Business Discovery and Insight to Action Delivery phases of the client lifecycle.
• Standardize and templatize marketing analysis services to ensure scalability and consistency.

Client Engagement:

• Pitch Professional Services offerings to clients, aligning on expectations, scope, and pricing.
• Collaborate with Customer Success on client engagement to maximize customer satisfaction and retention.

Delivery:

• Ensure the Professional Services team delivers high-quality data and marketing analysis services that meet or exceed client expectations.
• Continuously improve processes and service offerings to drive efficiency and client value.

Team Leadership:

• Define the scope and structure of the Professional Services team. As Professional Services grow, building out a team that meets the financial goals of of the Professional Services team, ensuring profitability and sustainable growth.

Qualifications:

• Proven experience in leading a professional services team, preferably in the SaaS industry. Experience with clients across a diversity of verticals and client sizes
• 8+ years of marketing experience, either in house or at an agency. Some hands-on keys experience as well. 
• Extensive experience with Marketing Mix Modeling (MMM), including client onboarding processes and data storytelling through QBRs.
• Experience with MMMs, MTAs, and all the types of incrementality testing available. Ideally has successfully moved a larger, enterprise client (or brands) off of last click
• Strong background in data consulting and marketing analysis, with a track record of delivering impactful client solutions.
• Excellent communication and client management skills, with the ability to build strong, trust-based relationships with clients.
• Ability to develop and scale processes and service offerings, ensuring consistency and high quality.
• Strategic thinker with a proactive approach to problem-solving and innovation.
• Demonstrated ability to lead and develop a high-performing team.