Manager, Professional Services

in the digital era by enabling joyful customer experiences with individualized communications based real-time behavioral data, harmonized cross-channel communications based on customer lifecycle, and dynamic always-on journeys that adapt to customer signals. Our powerful customer communication platform helps marketers manage end-to-end customer engagement programs with enterprise-grade security, compliance and controls for their customers.

Iterable's momentum grows daily and there has never been a more exciting time to join the team! We've been recognized as one of the Best Places to Work - SF for the past five years, recognized as one of Inc's Best Workplaces and Fastest Growing Companies, and we were recognized on Forbes' list of America's Best Startup Employers in 2022. Notably, Iterable has also been listed on Wealthfront's Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

We have a global presence with offices in San Francisco, New York, Denver, and London, and recently expanded our operations to Australia and New Zealand. Iterable's reach extends worldwide, and we have remote employees across the globe. As we scale, we continue to live by our core four, founding values - Trust, Growth Mindset, Balance, and Humility. To understand the Iterable story, and learn more about our mission, explore our Culture and About Us page.

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.

Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.