Manager, Managed Services

Summary

Join Salsify, a leading commerce infrastructure company, as the Manager of Managed Services Delivery! Lead a team delivering successful syndication and managed services to brand customers. Build and scale managed service delivery, ensuring client success through content syndication, product data management, and Salsify administration. This role requires excellent organizational, people management, and communication skills, along with a commitment to optimizing processes and client satisfaction. You will work closely with internal teams and lead an offshore delivery team. The position reports to the VP, Customer Success and Services. Salsify offers competitive compensation, benefits, and a positive work environment.

Requirements

• 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

Responsibilities

• 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

Benefits

• Health & medical benefits
• Flexible spending accounts
• Flexible PTO
• Equity in the form of stock options
• In addition to base salary, some eligible roles may also have a commission plan or a bonus incentive