Director, Managed Services

Reputation.com

Scottsdale, AZ, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/27/2021
  • Website: reputation.com
  • Company Address: 1400A Seaport Blvd., Suite 401, Redwood City, CA, 94063

About Reputation.com

Reputation.com delivers the category-leading Online Reputation Management platform for large, multi-location enterprises. We help companies monitor and improve online ratings and reputation, and optimize the customer experience.

Job Description

Reputation is the undisputed leader in reputation experience management and consistently delivers innovative, customer-driven solutions to household brands such as Nissan, Public Storage, US Bank, GM, Ford, and Kaiser Permanente. Our SaaS-based platform and patented Reputation Score helps marketers, operations and customer experience professionals improve their reputation by managing tens of millions of reviews and interactions across hundreds of thousands of customer touch points.

We now live in a feedback economy, where the customer's voice is paramount, and every online review could make or break a business. Reputation is hyper-focused on unlocking the power of customer feedback to improve business reputation and drive growth. We innovate with a purpose and are obsessed with big data - it's at the core of everything we do.

Our focus on people extends beyond our customers to our employees, who are our most valuable asset. We are a gritty and passionate bunch - best defined by the belief that diversity is a business essential, promises matter, and philanthropy is the foundation for a built to last organization. We cultivate a culture where being a straight shooter is celebrated, and personal hustle is vital to our collective success. There is no prize for second place!

Speaking of employee hustle - the company was recently named to the 2020 Inc. 5000 list, Inc. magazine's annual ranking of America's fastest-growing private companies, for the second year in a row. We were also ranked No. 1 in Enterprise Online Reputation Management in G2’s Summer 2020 report.

Reputation has over 250 integration partners and has forged strategic alliances with marquee-name brands, including Google, Facebook, JD Power, Amazon.com, and Web.com. Altogether, these partnerships amplify Reputation's credibility in the industry and provide new opportunities for innovation.

"It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, you'll do things differently." Warren Buffett

Why Work at Reputation?

  • We are an innovative engine with 31 technology patents, ranked in the top three of all competitors.
  • Our customer-centric focus has led to a nearly 200% revenue growth from 2016 to 2019.
  • The platform is used by three of the top five automotive OEMs and 16,000 auto dealerships, more than 250 healthcare systems, and over 100 leading property management firms.
  • We've raised over $117 million in funding from the same A-list venture capital firms that backed Google, Microsoft, and Intuit.
  • Our executive management team is diverse and committed to building a performance-based culture where excellence is rewarded and careers are developed.
  • Who thrives at Reputation.? Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

Job Summary:

We’re looking for an executive with experience leading and growing a Managed Services practice in a SaaS organization, developing service offerings, managing organization and project financials, and overseeing customer negotiations and escalations.

As the Director of Managed Services, your ultimate responsibility is to inspire and coach a team to deliver solutions using the Reputation.com people, process and technology, that achieve the customers’ and RDC's target business outcomes. You need to have the knack for running a metrics-driven and people-centric business, as Managed Services are all about the competency and character of the people delivering the services and accurately measuring the value provided by those services. You will be operating in a fast-moving, rapidly changing environment, and you’ll be excited about the opportunity to build a strong business with an existing team of talented leaders and consultants. You are a seasoned leader with at least 10+ years of relevant functional and leadership experiences.

Responsibilities:

  • Build and lead a world-class Managed Services organization
  • Create a culture that promotes creativity and knowledge sharing
  • Own all aspects of strategy, hiring, implementation methodology, services financials, and project success for our Global Managed Services team
  • Develop the necessary KPIs and scorecard to manage the success of the business and proactively respond to data trends
  • Build services offerings to take our customers from a targeted value proposition to achieving value realization
  • Direct the activities of the Managed Services team through ongoing oversight of implementations and ongoing execution of the program within budgets and with high-quality outcomes and customer satisfaction.
  • Attract, enable and retain a diverse team of individual contributors and leaders
  • Work with the Global Sales, Customer Success, and Business Development leadership teams to adapt our services sales, product and partner strategy
  • Lead services sales activities, including proposal generation, financial modeling, creation of incremental SKUs and offerings, and client negotiations
  • Actively review and manage business KPIs, including but not limited to financials, team utilization, operational metrics, and customer and employee satisfaction
  • Ensure the team follows best practices for the delivery of all managed services and identify opportunities to improve our methodologies and tools
  • Act as the escalation point for issues, work with the team to develop solutions to problems, drive customer alignment, and be accountable for program success
  • Extensive experience in local search and working with large enterprise brands across multiple industries for onboarding and ongoing optimization
  • Additional duties as assigned.

Qualifications:

  • Experience leading large Managed Services businesses globally
  • Experience recruiting and leading a high-functioning Managed Services team
  • 10+ years client-facing services implementation and consulting experience, with demonstrated success managing enterprise-scale, managed services programs
  • Strongly desired Google My Business expertise
  • Experience working with Revenue Operations (Marketing Ops & Sales Ops) with an understanding of emerging trends, GTM processes, and technologies
  • Ability to confidently interface and build trust with Director, VP and C-Level Sales and various levels of leadership in our client accounts
  • Strong negotiation skills with the ability to make trade-off decisions
  • An Achievement orientation, i.e., experience measuring performance, improving outcomes, and setting challenging goals

Able to manage across disciplines including Professional Services, Data Science, Client Success Managers, Global Support Delivery, Sales, and our partner out of India.

More on Reputation:

The majority of consumers — 90% — say online reviews influence their purchasing decisions. Yet marketing departments are at the mercy of third-party algorithms they don't control, and no amount of marketing spend can offset the negative impact of a weak online reputation.

Our Reputation Score, much like the consumer FICO score, is an indispensable index for every business, and the accurate measure of how a company can get found, get chosen, and get better. Global companies across industries such as Healthcare, Automotive, Retail Services, Property Management, Financial Services, Storage, and more use our platform to:

  • Monitor, request and respond to online reviews
  • Improve star ratings and search result rankings
  • Audit and maintain business listings and location directories across the web
  • Manage social media engagement and advertising
  • Make operational changes to improve customer experience
  • Maximize customer retention and revenue

Reputation is a World Economic Forum Global Growth Company funded by top-tier venture capital firms such as Kleiner Perkins, Bessemer Venture Partners, Ascension Ventures, August Capital, Heritage Group, and Icon Ventures.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicants only - Recruiting agencies do not contact.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.