Position Overview:
We are seeking a highly skilled and experienced Manager of Professional Services to oversee a team of Implementation Consultants responsible for delivering initial and post-live customer onboarding services. The ideal candidate will have a strong background in professional services management, marketing technology, personalization, exceptional leadership skills, and a passion for customer success.
Our Professional Services team consists of Onboarding, Adoption, Education, Partner Success, Deliverability, and Engagement Management teams.
Key Responsibilities:
Team Leadership & Management
- Lead, mentor, and manage a team of Implementation Consultants, ensuring they deliver high-quality onboarding and post-live adoption services.
- Foster a collaborative and high-performance culture within the team.
- Conduct regular performance reviews, provide feedback, and develop growth plans for team members.
Customer Onboarding
- Oversee the delivery of onboarding services, ensuring customers are successfully migrated, integrated, configured, tested, trained, and launched on purchased volume, channels, use cases, and features.
- Collaborate with PS engagement management, sales, product, and customer success teams to ensure seamless transitions from sales to onboarding.
- Develop and refine onboarding processes to enhance customer satisfaction and reduce time to value.
- Build relationships with key customer stakeholders.
Post-Live Adoption
- Ensure the delivery of post-live adoption services, helping customers maximize their use of the Iterable platform.
- Develop strategies to drive customer adoption, engagement, and retention.
- Monitor customer health and proactively address any issues or concerns.
Partner Success
- Work with our Agency Partner Delivery team to ensure our partners are delivering excellent customer service.
- Support our partners and treat them as an extension of your team.
Process Improvement
- Continuously improve professional services processes and methodologies to enhance efficiency and effectiveness.
- Conduct debriefs, retrospectives, and lessons learned for completed projects.
- Implement best practices for onboarding and adoption, leveraging industry standards and customer feedback.
- Develop and maintain documentation, templates, and tools to support service delivery.
Cross-Functional Collaboration:
- Work closely with product management to provide feedback on product features and improvements based on customer interactions.
- Partner with the education team to develop training materials and programs for customers and internal staff.
- Collaborate with marketing to create case studies, testimonials, and other collateral showcasing the value of professional services.
Metrics & Reporting:
- Track and report on key performance indicators (KPIs) related to onboarding and adoption services.
- Analyze data to identify trends, areas for improvement, and growth opportunities.
- Present findings and recommendations to senior leadership.
Experience:
- A proven track record of managing and developing high-performing teams.
- Personalization marketing as a practitioner and/or leader of MarTech implementations
- A history of intentional personal and professional self-development and growth via education, exposure, and experience.
Skills & Competencies:
- Embody our core values: Balance, Growth Mindset, Humility, and Trust.
- Customer empathy.
- Strong leadership and people management skills.
- Coaching, teaching, feedback, mentoring, and sponsorship to help your people flourish.
- Excellent communication and interpersonal skills.
- Deep understanding of martech implementation processes.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Strong project management skills, with the ability to manage multiple projects simultaneously.
- Experience with marketing automation platforms, SaaS products, or related technologies is a plus.
- Extremely high standards for customer service, professionalism, teamwork, communication, documentation, presentations, facilitation, consulting, intentional self-development, and disciplined data hygiene.
- A sense of humor.
Perks & Benefits:
- Paid parental leave
- Competitive salaries, meaningful equity, & 401(k) plan
- Medical, dental, vision, & life insurance
- Balance Days (additional paid holidays)
- Fertility & Adoption Assistance
- Paid Sabbatical
- Flexible PTO
- Monthly Employee Wellness allowance
- Monthly Professional Development allowance
- Pre-tax commuter benefits
- Complete laptop workstation
The US base salary range for this position at the start of employment is $113,500 - $172,000. Within this range, individual pay is determined by specific US work location, as well as additional factors, including job-related skills, experience, relevant education or training, and internal equity considerations.
Please note that the range listed above reflects only base salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, vision, and financial. In addition, we offer perks such as generous stipends for health & fitness and learning & development, among others.
