Manager, Managed Services

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.

Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.

At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here. 

As the Manager of Managed Services Delivery, you will lead the team responsible for delivering successful syndication and related managed services to our brand customers. This role focuses on building and scaling managed service delivery, ensuring client success through content syndication, product data management, Salsify administration and other essential managed services. You'll lead an offshore delivery team to meet client SLAs while driving high levels of client satisfaction through continuous service improvement. 

Success in this role requires excellent organizational, people management, and communication skills, as well as a commitment to optimizing processes and ensuring consistent client satisfaction. You will work closely with internal cross-functional teams, fostering partnerships that drive better service outcomes for our clients. Your ability to lead offshore teams, develop talent, and ensure services meet quality and performance metrics are key. Success in this role also depends on your creativity and problem-solving skills, along with your ability to collaborate across departments to enhance service offerings and resolve issues. The Manager of Managed Services Delivery reports directly to the VP, Customer Success and Services. 

How You'll Make an Impact:

• Execute and oversee the overall daily and ongoing delivery of contracted managed services while ensuring service level standards are met
• Maintain positive relationships with clients through the timely delivery of high-quality services. 
• Ensure that strong and consistent processes are in place for Managed Service engagements to follow
• Lead/Participate in Service Reviews, or integrate service reviews into Customer QBRs, as required 
• Personally manage escalations from your direct reports, follow a methodical escalation process to execs and, drive issues to resolution
• Lead the Offshore Managed Service Delivery team, ensuring processes and tasks are carried out efficiently and the teams are well supported
• Build a pipeline of candidates and establish a rigorous interview process
• Coach, develop, and performance manage your team
• Ensure that the right metrics and reporting are in place to manage the business internally and externally
• Lead, develop, and manage plans and strategies to improve performance, reporting, monitoring, risk management, reliability, and operational cost-effectiveness
• Manage the resourcing and scheduling for the Managed Services team – ensuring the right people are on the right projects at the right time
• Assess customer feedback and use your creativity to establish, improve, and refine services
• Build partnerships and liaise with cross-functional team leaders to develop solutions, where needed
• Proactively identify and pursue opportunities for managed services growth with  a value-driven mindset, and working closely with the sales team to expand account value

You'll enjoy this role if you have:

• 3+ years of experience in managed services, program management, or relevant customer support roles within an e-commerce environment
• Proven track record of managing and scaling managed services teams with strong financial accountability
• Expertise in customer-facing roles, with a focus on account management and service delivery in e-commerce or syndication
• Excellent project management skills, with the ability to manage multiple projects and cross-functional teams simultaneously.
• Strong leadership skills with a proven ability to coach, mentor, and develop a high-performing team.
• Exceptional communication and interpersonal skills, with the ability to collaborate with internal teams and external stakeholders
• Experience in the e-commerce industry is essential

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