Manager – Managed Services
Posted on 4/4/2023
Product experience management platform
Remote in USA
Experience Level
Desired Skills
Quality Assurance (QA)
Customer Success & Support
  • 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
  • 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