The Senior Director, Global Managed Marketplaces is responsible for enabling clients to achieve online revenue growth targets by engaging on appropriate marketplaces and leveraging ChannelAdvisor platform capability to optimize results. This leader will engage and build relationships with strategic clients of ChannelAdvisor. This role leads a global, cross-functional team including Account Managers, Client Strategy Managers, and Data Analysts that provide unparalleled service to the top sellers in e-Commerce. This leader will set the standard and ensure the ongoing improvement in quality, accuracy, and effectiveness of ChannelAdvisor’s service delivery. The Senior Director, Global Managed Marketplaces performance will be measured by:Client Revenue & GMV Growth, including relationship expansion / upsell Contract RenewalCustomer Satisfaction Feedback ResponsibilitiesLead a team of 4 managers and 35 indirect reports, based in Morrisville, NC plus indirectly providing functional leadership to 20 team members located in EMEA, AU, and China, all providing managed marketplaces services. Establish an effective coverage model, ensuring appropriate resources are applied to each customer, to fit their needs and ensure execution to expectations. Clearly define the roles of the team and setting high quality standards, enabling the team to achieve great service delivery and client success. Build an accurate and effective scaling model that defines what it takes to serve each customer and predicts how to scale resources as new managed service clients are won. Proactively engage, build and foster strategic relationships with client base, resulting in retention and expansion of revenue. Requirements10 years of experience in an customer service delivery operations, including account and/or project management, preferably with Software-as-a-Service (SaaS) and/or e-Commerce experienceProven track record of success in establishing and maintaining the highest levels of customer satisfaction and success. Deep understanding of customer success metrics and how to measure them.Proven track record of implementing new and optimizing existing processes in established organizations with measurable improvements.Demonstrated ability to develop internal relationships within organizations and external relationships with customers and partners. Must have a consistent track record of meeting or exceeding target goals.Extraordinary leadership skills, including demonstrated ability to lead cross functional and global teams. Comfortable in a fast-paced, high-pressure environment with demonstrated effectiveness in managing customer dispute and risk situations.Ability to leverage data to make important decisions.Proven ability to work through conflict, build trust, and influence outcomes through outstanding interpersonal skills at all levels.Combination of large corporation experience and seasoning and small company entrepreneurial savvy preferred.Bachelor’s Degree in Business, Marketing, or Advertising preferred; Master’s Degree in Business, Advertising or Marketing idealChannelAdvisor offers equal employment opportunities without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran or military status and other protected class characteristics.
Website : http://www.channeladvisor.com