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.
About the Opportunity
Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. The company’s Commerce Experience Management (CommerceXM) platform serves as the system of record for products, accelerates time to market for products, facilitates cross-team and cross-organization collaboration at scale, and provides the insights needed to continuously optimize product pages across channels. The result is shopper-centric, frictionless, and memorable commerce experiences. Great commerce experiences that are delivered efficiently 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.
For more information, please visit: http://www.salsify.com.
About the Role:
The Onboarding Services Manager is accountable for delivering assisted self-service and managed service for our retailers and suppliers. The role will build the offshore onboarding services team and lead the services delivery promptly and efficiently to ensure we meet our client SLAs. The team will be responsible for the email campaign, customer calls, managed service, and implementation of onboarding best practices. You will be focusing on onboarding, education, and adoption measuring success and activities that increase usage and satisfaction. To succeed, you will be organized and highly motivated to achieve the best outcomes for the business and our clients. You will also be an effective manager of people - someone who supports and develops staff to reach their full potential.
How You’ll Make an Impact:
- Maintaining positive relationships with clients through the timely delivery of high quality services
- Overseeing the wide range of services including brief delivery of data and rich content, bulk uploads and QA analysis processes
- Managing the overall daily volume of services and briefs while ensuring service level standards are met
- Leading the Offshore Service Delivery teams, ensuring processes and tasks are carried out efficiently and the teams are well supported
- Coaches and develops your team so they can contributes to the actively to the customer satisfaction
- Determining ways to improve efficiency without sacrificing customer outcomes
- Assessing customer feedback and using your creativity to establish, improve, and refine services
- Building partnerships and liaising with cross-functional team leaders to develop solutions for issues that arise
- Managing service targets within the Service Delivery business stream, monitoring SLAs and optimizing continuous improvement to business processes Key deliverables/accountabilities
- Interact with retailers and suppliers to determine and deliver agreed upon scope
- Coordinate with service and marketing teams to manage onboarding campaigns
- Ensure that best practices for onboarding are implemented within the team
- Organization of webinars with the retailer to onboard the suppliers
- Establish KPIs with customers to measure success of onboarding campaigns
- Partner with Salsify teams to continuously improve our customers’ experience by identifying and executing projects
You’ll Enjoy This Role If You Have:
- Professional experience: 1 to 3 years in customer support environment, program management or relevant experience
- Fluent in written and verbal English
- Superior communication skills - interact at all levels, across all geographic regions
- Program/Project management skills
- Customer facing and account management skills
- Analytical skills, ability to isolate and solve problems and to create, maintain and follow processes
- Be flexible and proactive
- Ability to handle multiple tasks at the same time without supervision and ability to prioritize
- Time management skills and ability to work with tough deadlines
What We Have for You:
- Competitive Salary
- Equity
- 401 (k)
- Unlimited Vacation
- Full Benefits: Medical, Dental, and Vision Insurance
- Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
- FSA: Medical, Commuter, and Dependent Care
- Referral Bonuses
#REMOTE
Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on the job effectiveness or leadership potential. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!
A member of Talent ’[email protected]’ will be reaching out about next steps if we would like to move forward.
Salsify’s mission is to empower brand manufacturers to win on the digital shelf.
Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify’s growth and earned the company numerous top workplace awards.
We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal), Paris (France), and Sydney (Australia). If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!
Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application.
An Inclusive Place To Work
Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Accommodations
Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact [email protected].
