Manager, Martech Services - North America - Fully Remote

The Manager, Martech Services at DemandLab works directly with the COO of the company to develop, support and execute on all service offerings. A key responsibility of the Manager, Martech Services is to ensure the provision of quality service delivery and achieving target profitability objectives. The Manager, Martech Services will ensure that clients receive world-class services from the DemandLab services team through the management, training and support of the delivery team.

The Manager, Martech Services role encompasses developing, coordinating and communicating service delivery efforts & ensuring that customer deliverables are completed on time, within budget, meeting or exceeding specifications to delight our clients with every engagement they have with DemandLab. Working with both Account and Project Management, the Manager, Martech Services allocates delivery team members to customer deliverables whilst considering team loads, skill sets and profitability.

The Manager, Martech Services works closely with the delivery team and their clients to design, recommend and deliver marketing and sales initiatives that result in superior client outcomes. With an eye on each client's overarching business objective and financial performance, this individual combines an in-depth knowledge of the client's goals, industry, competitive landscape, and marketing and sales strategies, with their deep experience in marketing. This individual will participate in or lead the development and presentation of strategic marketing recommendations for our clients and thrive in a fast-paced environment in which they are required to offer solutions and make decisions.

The Manager, Martech services is responsible for all aspects of managing the delivery team's human resources requirements, including but not limited to: scheduling, team performance, professional development and training. This position entails a billable hands-on delivery portion in terms of executing client solutions so as to keep current on delivery techniques and subject matter knowledge.

The role entails creating the environment in which the delivery team succeeds in its execution. The Manager, Martech Services establishes team member goals and professional development plans inline with the annual corporate objectives and actively works to ensure the delivery team's performance goals are achieved on a quarterly and annual basis. This individual is also responsible for the creation internal delivery process and looks to continually improve processes to create greater efficiencies in service delivery. It is expected that this team member will provide services to clients with approximately 50% of their time being billable.

Requirements

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Professional Services

• Management
  • Lead an effort to build a team that helps customers leverage the most out of their marketing efforts.
  • Manage a team of skilled professionals, both salaried and contract, to ensure they have all the tools and resources needed to be successful in their role.
  • Annually develop KPIs and measure quarterly, both for team and individual, to encourage team excellence.
  • Attended the human resources requirements of a growing team by recruiting and hiring, and retaining our best talent, work scheduling and resource allocation.
  • Support team in resolving customer satisfaction issues and managing escalated ones, working to resolve them in a manner that supports customer success
• Team training
  • Establish and document clear technical delivery best practices and ensure they are used by the martech team
  • Provide on-the-job training and coaching to the team so that every engagement stands out for the value we bring to the client.
  • Create and deliver training programs to support the development of team members and their ability to deliver our services efficiently and with excellence
  • Ensure that continued learning, professional development, and knowledge transfer are integral to employee growth and development.
• Delivery excellence
  • Help define project scope, goals, and deliverables
  • Work with project management to plan resource needs to meet all service requests, ensuring optimal scheduling and utilization.
  • Ensure that clients see demonstrable value in every engagement within the scope and budget defined
  • Manage and support the team to achieve and exceed client satisfaction standards
  • Ensure that the entire services team meets performance and service metrics to guarantee client satisfaction
  • Responsible for quality of service and meeting client expectations on outcomes
  • Responsible for delivery metrics that demonstrate delivery success in financial terms

Sales Development and Support

• Provide support during the sales and proposal process, including developing proposals and estimates
• Manage the communication between the close of a proposal and transition into services
• Identify and support the development of new opportunities at existing accounts.

Client Services

• Serve as primary account strategist or manager as needed.
• Provide services as related to our services offerings when needed
• Manage client happiness and serve as an escalation point to ameliorate any difficulties

Successful team members in this role must meet the following:

• Exceptional oral and written communication skills to support interface with clients, vendors, direct reports, and cross-functional team members
• Ability to define outcomes, manage expectations, manage cross-functional initiatives and meet deadlines based on project requirements
• Analytical skills and ability to synthesize information quickly
• Organized and detail-oriented to ensure work is performed accurately, completely, and meets or exceeds the client's expectations
• Industrious, motivated, resourceful, and creative
• Ability to thrive in a high-energy, fast-paced environment
• Provide quick/timely assignment turnaround
• Be a very quick learner that can grow in this role and expand capabilities over time.
• Be a leader with the ability to motivate team members.
• Manage all project work and communications using our PM system

Education and Experience

• Minimum bachelor's degree in business, marketing, or related field
• 5+ years of marketing experience
• 5+ years of management experience
• 4+ years working in Marketing Automation and CRM platforms, Marketo and Salesforce preferred
• Experience in 3+ business settings using marketing automation/CRM (Marketo and SFDC a plus)
• Proficient in Adobe Suite, Salesforce, Google Suite, and Microsoft Office
• Knowledge of HTML is a plus
• Knowledge of project management principles is a plus

Benefits

• Competitive compensation and benefits
• Time and funding allocated for professional development
• Ability to work from home
• Great work culture and a commitment to work/life balance
• Opportunity to write for prestigious, global B2B brands
• Opportunities for rapid advancement in a fast-growing agency