Manager of Managed Services
New
F
FeathrMarTech, SaaS
Remote (US), Most of the team is located in Eastern/Central timezone.Full-TimeManager
Salary$90,000 base, and a bonus potential of up to $15,000
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Job Details
- Experience
- 4+ years managing direct reports, 2+ years in a customer-facing service delivery environment
- Required Skills
- Project ManagementCustomer serviceAccount ManagementDigital MarketingChange ManagementSaaS
Requirements
- 4+ years managing direct reports, ideally teams of 8+ individual contributors.
- 2+ years in a customer-facing service delivery environment (e.g., account management, client services, project management).
- Background in Marketing Technology (MarTech), SaaS, or a digital marketing agency.
- Proven experience designing, rolling out, and driving adoption for new operational processes.
- Experience directly managing high-stakes customer issues and exercising authority over concessions.
- Demonstrated ability to remain calm and clear-headed in ambiguous or high-tension situations.
- Strong skills in mentorship, coaching, and talent development.
- Excellent communication and operational rigor in monitoring workflow health.
Responsibilities
- Lead, develop, and mentor a team of 10–15 Campaign Managers and Strategists.
- Conduct regular call and email reviews to provide actionable feedback on client management and campaign execution.
- Manage team operations, including bi-annual reviews, career growth planning, and performance management.
- Architect, document, and launch new operational workflows to ensure service quality.
- Establish KPIs, track service delivery metrics, and build capacity models.
- Partner with Product and Customer Success teams to pilot new features and service strategies.
- Serve as the primary escalation point for critical client issues with authority to approve concessions.
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