Head of Managed Services

This is Market Logic
**Our company has 10** years of industry leadership with our team of** 250+** professionals from **50+** nationalities, we are helping **100+** global customers with **100,000+** users, and all together, we are **changing the world of insights.**

At Market Logic, we are driving the evolution of how marketers make decisions around their products, customer experiences, and growth. We are committed to powering insights-driven businesses. Our category-leading products and services have helped countless enterprises organize their knowledge assets, develop them into cutting-edge insights, and drive engagement across business functions. We work alongside some of the top global blue-chip brands from Fortune 500 CPG, Retail, Pharma & Healthcare, Financial Services, Media, and Automotive organizations.

We are a fast-growing company based in Berlin and Chicago, offering big opportunities for career advancement and personal growth.

**Market Logic Software values inclusion through its tailor-made approach in cultivating an inclusive mindset.** We are committed to an inclusive workforce that represents over 50 different cultures and backgrounds.

Are you looking for a new challenge working with the best global brands in a leading-edge tech company? Are you eager to develop top SaaS Software to provide superior value to our users? Do you want to make and see your impact in a fast-growing company and shape the future of our organization? Then look no further - join us on this incredible journey.

**How do we do things?**

We want to make an **impact**:

- that’s why we always strive for **excellence **and ensure our work has premium quality. Our people have developed an award-winning Insights Engagement platform that **empowers** insights into customer-centric and market knowledge, helping the world’s most innovative companies make better decisions. We **trust **all our multicultural teams (engineers, salespeople, product managers, and marketing) to make the world a little bit more insightful every single day.

**About the role**

The Managed Services team provides ongoing technical consulting and configuration services and paid services (recurring & one-time) to Market Logic’s clients and is situated in the Expert Service organization. Working closely with our partners in Customer Success, Service Desk, Implementation, Sales, Engineering, and Product, we ensure clients

continue to benefit from quality service well after their software has been set up. The Head of Managed Services role is a leadership position within the Services organization, focused on both customer

and employee success. As part of the Expert Services leadership team, you will define and drive initiatives to continuously improve the customer experience, while ensuring that your team is motivated, enabled, and inspired.

**Key Areas of Responsibility**

As the Head of Managed Services, you will lead a team of junior and senior consultants, ensuring end-to-end delivery of technical services and consulting. Your main objective will be to enable and guide your team to achieve and exceed established KPIs and OLAs, providing high value service to clients and internal business partners within an established budget. Where required, you will manage escalations and remove blockers to your team’s success.

**Your team of consultants will be focused on the following objectives**:

- Client consulting (key accounts): act as a client partner and expert advisor on the Market Logic platform, Connecting business needs to technological capabilities. Find win-win solutions to deliver high value on budget and on time
- Release management: Consult the clients and/or Customer Success Managers on the most suitable configuration of new features for the clients’ specific module sets and key use cases.
- Configuration: Implement proposed technical solutions within the Market Logic platform following best practices, ensuring any change is delivered on time, within budget, and is both scalable and sustainable.
- Analytics: ensure timely and quality delivery of monthly usage reports and dashboards that allow clients and Success managers to better understand usage of the platform. Support teams with ad hoc analytics to inform engagement workstreams and commercial activities.
- Technical support: ensure timely and customer-centric handling of issues escalated from L1 and L2 Customer Service teams.
- Documentation: ensure high quality, up-to-date documentation exists for all service arrangements
- Compliance: Ensure compliance with (and provide guidance to junior consultants on) established company policies; recommend changes to policies and procedures where appropriate

As a leader within the **Services team**, you will additionally contribute to shaping the team’s direction and ensuring its contribution to the bigger picture at Market Logic. Key areas of focus: - Voice of the team and customer: Provide input and tactical direction to the Senior D