The Requirements
To be a good fit for the Managed Services Leader opportunity, you will have:- A bachelor’s degree or equivalent in a related field Quick question for you - click here
- 5+ years of experience managing a professional or client services team(s) or organization at a software, tech consultancy or digital agency in a direct managerial capacity
- 3+ years of experience with marketing automation technologies; experience in marketing channels, ranging from martech to adtech to analytics to creative, is preferred
- SaaS experience
- Demonstrated PS leadership skills in planning, reporting, budgeting, development and deployment experience
- Deep experience with both Salesforce and PSA
- Proven leadership skills and the ability to motivate and foster teamwork
- Functional understanding of web technologies (HTML, CSS, Web Forms, JavaScript, APIs, Web Services), database and internet technologies
- Demonstrated experience with BPMN 2.0 and the ability to seamlessly implement the process improvement outcomes
- Large scale experience with change management across both individual departments like marketing and the broader organization
- Strong written and verbal communication, organizational, interpersonal, problem solving, negotiation, multi‐tasking, and follow-through skills
Graphic: This icon signifies Campaign, our AI-powered, SaaS-based digital marketing platform that puts the power of data insights in the hands of the marketer to design more effective campaigns that exceed customer expectations.
The Role
As Managed Services Leader, you will:- Lead the institutionalization of Managed Services best practices and execution procedures, including:
- Identifying and closing gaps in procedures and documentation
- Performing audits to verify adherence
- Ensuring business processes are organized around key SLA metrics
- Lead and implement performance management initiatives to improve service quality activities for managed services practice, such as customer request management, deliverables management, process improvement plans, modification of service offerings, issue management, etc.
- Optimize service delivery excellence by continuing to catalog team skills inventory while consistently building training and career plans on an individual level
- Continue to build scale, skills and methods into new and emerging Managed Services offerings
- Interface directly with customers on flawless channel execution, overall customer satisfaction and specific issue resolution
- Review, consolidate and provide performance reporting in the areas of revenues and costs (P&L), service offerings, resourcing, escalations, CSAT and other components for ongoing projects to relevant stakeholders for the managed services practices
- Closely manage a highly variable workload across the staff (both FTEs and subcontractors) to deliver the best outcomes for customers and the business
- Lead and motivate the entire Managed Services team, and continue the strong team environment that exists today
More Good Reasons
Great time to joinOfficially launched in July 2019, Acoustic emerged from IBM's marketing and commerce software offerings, and is backed by private equity firm Centerbridge Partners. On day one we had 1100 employees and 3500+ clients globally, and we've been ranked an industry leader by analysts more than 10 times in the past year. At the same time, we're taking a blank-page approach to the new organization.
Own the impact
You'll shape Managed Services on a global level moving forward, and make an impact driving improvements. This is the time to let your creativity shine at both the strategic and tactical levels. innovative thinking is encouraged and new ideas are welcomed.
Powerful platform
We use the solutions we market, and current team members feel that the major projects they have done on the Acoustic platform represent their best-ever work. The platform is already widely regarded as one of the top few marketing platforms in the world, but we are investing millions over the next year to ensure it is the most advanced on the market.
The AI advantage
Acoustic always has been a pioneer and innovator in the AI marketing space. Our products leverage Watson, IBM's AI platform -- the one that beat two Jeopardy! champions. Rather than simply layering AI on top of our products, we are integrating it seamlessly into the products.
Market-changing products
You already may know them by their former names:
- Acoustic Marketing Cloud.
- Acoustic Campaign (formerly Campaign Automation).
- Acoustic Experience Analytics (formerly Tealeaf).
- Acoustic Content (formerly Content Hub).
- Acoustic Personalization (formerly Real-Time Personalization).
- Acoustic Journey Analytics.
- Acoustic Digital Analytics.
- Acoustic Exchange (formerly Universal Behavior Exchange).
- Acoustic Lifecycle Pricing (formerly DemandTec).
- Acoustic Lifecycle Promotion (formerly DemandTec).
- Acoustic Payments (formerly Payments Gateway).
Keys to Success
To excel in this role you will be passionate about making an impact in a startup environment, by living and breathing our services and products. There is plenty to be done, and everyone pitches in to help. The role is responsible for a good deal of strategy, but you also should be enthusiastic about the hands-on work.You will need solid leadership skills in this role. In addition to getting those in other functional areas on board with your ideas at a conceptual level, you'll need to be able to persuade them to contribute. Fortunately, you'll find a team that enjoys pitching in and helping one another -- and you should bring the same motivation.
Those who thrive at the new Acoustic share the company's game-changing spirit. They are driven and ready to hustle, and have an entrepreneurial spirit that enables them to be innovative as well as flexible and adaptable. In addition, they share the following qualities:
- A high-energy, passionate approach.
- A collaborative spirit.
- Intellectual horsepower and the ability to think on their feet.
- A detail orientation.
- Motivation to deliver high-quality work while also meeting deadlines.