Senior Manager, Implementation and Professional Services

Job Locations UK-London | DE-Berlin
ID
2021-3625
Category
Services
Type
Full-Time

Overview

“It all starts with people.”

Inside every company, behind every brand—while business success is often measured in profit, it has always been powered by people.

At ChannelAdvisor we firmly believe people are the heart of any organization—including our own. That’s why a career at ChannelAdvisor provides much more than simple pay and perks. We’re dedicated to empowering people, solving tough problems, and helping careers flourish inside & out.

The  is responsible for customer onboarding, implementation, and professional services for ChannelAdvisor’s new and existing self service marketplace, traditional digital marketing, and shoppable media customers.  The Sr Manager is ultimately responsible for setting our clients up for success, whether they be new to our platform, or engaging a new channel as they expand their reach to more consumers.  The Sr Manager will ensure the effectiveness of launch-related project management, application/data configuration, and training services.  The Sr Manager will oversee the EMEA team, and will serve as the strategic head of the launch teams, setting the direction for continuous improvement, globally.  The scope of this role includes three first line managers and a team of 30, located across London and other European locations.  

 

The candidate must be extremely customer focused, passionate about client success, and proactively engage with customers on a regular basis.  Additionally, the Sr Manager will be highly process and workflow oriented, and must be able to identify process improvements and create efficiencies that will benefit customers.  The candidate will actively collaborate with the Sales organization, building a positive and productive relationship with the leadership team, with a focus on bringing in clients that can benefit from ChannelAdvisor and successfully deploy our software.  The candidate will possess strong communication and leadership skills, and be comfortable interacting with a broad range of customers and colleagues. 

 

The Sr Manager success will largely be determined by the Net Services Impact of self service clients and first year customer retention rates.

Responsibilities

 

  • Lead a team of implementation professionals to provide exceptional launch and professional services to ChannelAdvisor’s new and existing customers. Ensure quality training and mentoring of employees, ultimately leading to exceptional employee engagement and retention.
  • Set the strategic direction of the Implementation team and develop challenging goals and objectives that reflect high standards of excellence. Collaborate with peers globally to set a standard for launch that is adhered to around the world.
  • Establish a ‘client first’ mentality among the implementation team. Proactively provide escalation support for at-risk customers, ensuring their needs are met and confidence is restored.  Engage personally with clients as needed to ensure their success. 
  • Challenge the status quo, considering new, more effective ways to deliver training. Actively seek out ways to revolutionize and make more efficient the training process, including providing feedback to Product Management on platform enhancements that will improve the launch experience and critical feature adoption.  
  • Blaze trails by welcoming the addition of new partner channels, leading the team to learn quickly, document new onboarding procedures and enable our extended Services team to provide effective client support. Partner with Product Management and BD to build necessary and appropriate relationships with Partners to enable launch and support.  
  • Ensure strong working relationships with the Account Management and Managed Services teams, creating a successful approach to customer lifecycle management.
  • Collaborate with Sales, by providing pre-sales support to articulate the value of services, collaborate on proposals, scope services opportunities and develop tailored or customized solutions to meet our clients’ needs. Identify risk flags and take calculated risks together with the Sales leadership team to attract new business.
  • Improve operational efficiencies of client/ChannelAdvisor processes by performing analysis of existing business processes, and re-designing processes for continuous improvement.
  • Hiring and performance management for the entire Implementation organization.
  • Maintain and expand best practices around client and project management.
  • Partner with Marketing for client communication around Launch-related announcements.
  • Provide guidance for Professional Services offerings, pricing, scoping of work, and oversee completion of projects.
  • Manage the budget for the department.

Qualifications

How to stand out

Our values are Passion, Curiosity, Collaboration and Persistence.

Required Skills

  • 8+ years experience delivering professional services, with 3+ years of professional services or implementation management experience.
  • Exceptional client management, problem-solving, organizational and verbal/written communication skills.
  • Demonstrable track record of successes as defined by both client satisfaction and achievement of financial goals.
  • Excellent track record of leading organizations through growth and change.
  • Strong project management skills required. PMP or similar certification is a plus.
  • Intimate knowledge and extensive use of Salesforce, including report creation, required.
  • Ability to manage expectations with customers and Senior Management alike.
  • Strong analytical skills for measuring performance across multiple geographic locations, service levels, products, individual contributors, etc.
  • Ability to manage cross-functional, remote, and distributed teams.
  • Experience supporting SaaS-based solutions.
  • Ability to function with effectiveness in high-pressure situations.
  • Experience working in an ecommerce or online marketing environment supporting high volume, transactional applications deployed in a hosted environment.
  • Background in training and/or relationship management a massive plus. 

 

The ChannelAdvisor Experience

Together We Win

We take a whole-person approach to engage and support our ChannelAdvisor team. We believe the diversity of our global team is an advantage. If you’re curious, innovative, determined, and customer-focused, then you’ll love the challenge and rewards of collaborating as a team to help our customers win. We offer competitive salaries, commission, and short-term incentive programs that recognize your hard work and results. Because when our customers win, we win. And when we win, you win.

Work Where It Works

You’ll have the flexibility to have a working arrangement that works best for you, and serves the needs of our customers and our business. With your manager, you’ll decide on a schedule and work location that sets you up for success. You can choose to work in the office of your assigned location, your home office or both. And if things change, no problem. Just work it out with your manager.

Take Time to Recharge

The ChannelAdvisor team has a passion for going above and beyond. Taking time away to recharge is important so you can bring your best. We offer programs that provide you flexibility and time away. We offer competitive health care and wellness programs, generous paid time off and programs for new parents that help you make work fit into your life — and not the other way around.

Give Back To Our Communities

We care about our communities. Our Day to Give Back provides you one day each year to volunteer in your community for an organization or cause that is important to you, and therefore, important to us too.

We’re Growing, Come Grow With Us

We’re growing. So that means there are opportunities for you to grow too. We work to create an environment where everyone who is committed, works hard, and delivers results can thrive and grow. You can connect with one of our employee resource groups and support our diversity, equity and inclusion task force, network with like-minded ChannelAdvisor team members, and showcase your leadership skills. Our focus on internal career growth is intentional. Our professional development stipend and learning and development offerings help you build the skills and connections you need to move forward in your career. Plus, our Leadership Academy offers in-house management development classes to grow our leaders from within.

For more information please visit: https://www.channeladvisor.com/careers/

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