What are the responsibilities and job description for the Onboarding Services Manager position at Salsify?
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
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