We're looking for a collaborative, passionate, and upbeat person who will lead our customers by driving business value through the adoption and expansion of Salsify across their organizations. 

In the Implementation Consultant role, you'll work directly with our customers to meet each of their unique and growing commerce business demands. You will partner with a Project Manager to form an Implementation team to deliver an outstanding onboarding experience for each of your customers.

How You'll Make an Impact:

• Lead the technical consulting and configuration component of multiple concurrent time and materials projects.
• Partner with Project Managers to deliver projects on time, within scope, and budget.
• Develop a deep understanding of customers’ existing business models and processes to implement Salsify in the most effective, efficient, and creative ways to ensure successful user adoption and overall long-term success with our products.
• Work cross-functionally with Customer Success Managers, Project Managers, Account Managers, and other teams to ensure customers are set up to achieve established metrics/goals.
• Drive a consistently positive experience with internal and external stakeholders by guiding and bringing others along.

You'll Enjoy This Role If You Have:

• Experience navigating the complexities large enterprise clients face when launching a new platform.
• Passion for making customers successful and excited to work in a customer-centric environment.
• Experience problem solving and can take different approaches to all sorts of challenges, whether they be technical, organizational, internal, customer, or personal.
• Curiosity and willingness to learning with the ability to quickly grasp and make effective use of knowledge.
• Thoughtfully communicates new concepts to diverse audiences and adapt to changing circumstances.
• Confidence driving solutions to challenging customer or internal situations autonomously and understand when to raise risk and inform relevant stakeholders.
• Proficiency integrating data source systems such as PIMs or ERPs with eCommerce platforms is a bonus.

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The Senior Business Analyst will manage the key inputs and measures for financial recognition and forecasting for the Global Services Team. This role will deliver solutions that meet business needs, drive efficiency, and fuel company growth.

How You'll Make an Impact:

Financial Planning & Operations

• Oversee the key inputs and measures for the financial recognition and forecast, ensuring all process and system controls are strictly followed.
• Partner with cross-functional teams to execute the financial close, budgeting and reporting processes.
• Manage and maintain financial models to provide scenario-based analysis and cost modelling support.

Data Analysis & Insights

• Improve the efficiency and presentation of financial reports and key metrics by leveraging BI and other tools.
• Translate complex financial concepts and data into actionable insights and recommendations that drive performance improvements in Professional Services.

Operational Excellence & Partnership:

• Build analytics and dashboards and facilitate the presentation and review of customer performance metrics on weekly/monthly/quarterly cadences.
• Proactively monitor and maintain high levels of data quality, accuracy, and process consistency. Maintain accurate records and documentation.
• Build and maintain strong relationships across team functions to drive a culture of partnership.
• Recommend reporting optimizations and solutions to remove bottlenecks and inefficiencies, collaborate with stakeholders to understand requirements and resolve conflicts, and implement and maintain management tools to enhance visibility and efficiency.

You'll Enjoy This Role If You Have:

• Experience: 5+ years of SaaS business operations, financial analytics, or directly relevant experience. 
• Skills: Proven ability to interpret, analyze, and provide actionable insights. Strong proficiency in Salesforce, SQL, and Excel/Google Sheets. Proficiency in using tools to track, analyze, and report on professional services metrics.
• Mindset: Innate curiosity, ability to problem-solve, and a solutions-oriented approach that drives positive outcomes. Highly organized, accountable, and able to serve as a trusted advisor to internal stakeholders.

About the Opportunity

As the Manager of Managed Services Delivery, you will lead the team responsible for delivering successful syndication and related managed services to our brand customers. This role focuses on building and scaling managed service delivery, ensuring client success through content syndication, product data management, Salsify administration, and other essential managed services. You will also play an active role in evolving and shaping managed service offerings as Salsify’s product capabilities expand, including increased use of AI-driven workflows and automation.

You'll lead an US and offshore delivery team to meet client SLAs while driving high levels of client satisfaction through continuous service improvement in a fast-changing product and market environment.

Success in this role requires excellent organizational, people management, and communication skills, as well as a commitment to optimizing processes and ensuring consistent client satisfaction. You will work closely with internal cross-functional teams, fostering partnerships that drive better service outcomes for our clients. Your ability to lead offshore teams, develop talent, and ensure services meet quality and performance metrics are key. Success in this role also depends on your creativity and problem-solving skills, along with your ability to collaborate across departments to enhance service offerings and resolve issues. The Manager of Managed Services Delivery reports directly to the VP, Customer Success and Services.

How You'll Make an Impact:

• Own and oversee day-to-day delivery of contracted managed services, ensuring SLAs, quality standards, and customer outcomes are consistently met.
• Maintain strong client relationships through reliable, high-quality service delivery, including participation in service reviews and customer QBRs as needed.
• Establish, standardize, and continuously improve processes for Managed Services engagements to ensure consistency, scalability, and efficiency.
• Lead the offshore Managed Services delivery team, ensuring teams are well supported, work is executed efficiently, and issues are addressed quickly.
• Personally manage escalations from direct reports, following a clear escalation path to executives and driving issues through to resolution.
• Coach, develop, and performance-manage team members, including building a candidate pipeline and running a rigorous hiring and interview process.
• Ensure the right metrics, dashboards, and reporting are in place to manage performance, risk, reliability, and cost-effectiveness internally and externally.
• Manage resourcing and scheduling to ensure the right skills are aligned to the right work at the right time.
• Assess customer feedback and operational data to refine services, improve delivery models, and drive continuous improvement.
• Partner closely with cross-functional leaders (Sales, CS, Product, and Operations) to resolve issues, improve service delivery, and develop new solutions.
• Proactively identify and support managed services growth opportunities with a value-driven mindset, working closely with Sales to expand account value.

You'll enjoy this role if you have:

• 4–5+ years of relevant experience in managed services, program management, or customer-facing delivery roles within an e-commerce or SaaS environment, including demonstrated ownership of service delivery and outcomer.
• A proven track record of building, managing, and scaling managed services or delivery teams, with strong operational and financial accountability.
• Deep experience in customer-facing roles, including service delivery, account stewardship, and executive-level communication.
• Strong project and program management skills, with the ability to manage multiple workstreams and cross-functional dependencies simultaneously.
• Demonstrated people leadership capabilities, including coaching, mentoring, performance management, and hiring for distributed or offshore teams.
• Exceptional communication and stakeholder management skills, with the ability to collaborate effectively across internal teams and with external partners.
• Experience operating in environments with defined SLAs, performance metrics, utilization targets, and continuous improvement expectations.
• Comfort partnering with Sales and Customer Success to support growth, scope expansion, and renewal conversations without owning a quota.
• Experience in the e-commerce industry is essential.
• Direct experience using the Salsify platform is strongly preferred.

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