Services Offering Manager

Job Description

Braze (Nasdaq: BRZE) is a leading, comprehensive customer engagement platform that powers interactions between consumers and brands they love. With Braze, global brands like Burger King, Delivery Hero, HBO Max, Mercari, and Venmo can ingest and process customer data in real time, orchestrate and optimize contextually relevant, cross-channel marketing campaigns, and continuously evolve their customer engagement strategies. And we do it at scale – last fiscal year our customers used Braze to send approximately 1.5 trillion messages to billions of monthly active users.

But we’re so much more than our platform. Although we’ve recently grown to a team of over 1,300 people, Braze still buzzes with energy, collaboration, and transparency. We value curiosity, individuality, and tenacity—as part of the team, you’ll be encouraged to take your seat at the table and create your own destiny. Our values are inspired by our employees, which means Braze is a place where you can truly be yourself. We're growing, with a focus on building for the long term under tenured leadership and continuing to evolve for the better.

Need more proof? Braze is proudly certified as a Great Place to Work® in the U.S. and the UK. In 2022, Braze ranked #1 on Fortune’s Best Small and Medium Workplace in New York, #5 on Fortune’s Best Workplaces for Millennials in the US, and #11 on Fortune’s Best Medium Sized Workplace for Women in the UK.

You’ll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, London, Paris, San Francisco, Singapore, Tokyo, and Toronto.

Braze’s Service Offering Managers act as trusted advisors to our prospective clients during the sales process bringing extensive service, product and pricing practices to the forefront of a deal cycle. Our Service Offering Managers support our pre-sales phase to scope client service requirements, present our service offerings, and correctly package and price our services to potential customers.

The role is a unique opportunity to engage in conversations with diverse client audiences ranging from CTOs and engineers at exciting startups to CMOs and Marketing teams at larger scale businesses all over Europe, Middle East, Africa and Asia. The role will draw on your client facing and internal stakeholder management, problem solving, and pricing skills to ensure we effectively position our services and configure our post-sales teams to support great outcomes for our customers.

GROWTH - As an early addition to the Services Offering Manager team, there will be opportunities to further develop and shape how we will function in the long term. Expect to head into situations ripe for optimization and working cross functionally to design solutions that drive operational excellence.

EXPOSURE TO ALL KINDS OF STAKEHOLDERS BOTH INTERNALLY AND EXTERNALLY - Braze works with startups all the way to complex global organisations. In the sales cycle you’ll be expected to be comfortable working with senior stakeholders across Engineering & Product, Marketing and Procurement functions.

• 4-7 years of experience either in a SaaS pre-sales or service delivery, consulting or similar role
• A great communicator with significant client-facing experience
• Experience working with Sales teams and during deal cycles, or have been exposed to and have awareness of from a post-sales role
• Demonstrated experience managing projects (both internal and client facing) to completion
• Domain experience/comfort with 2 of the following areas: SaaS services, CRM, Marketing Automation, Data Architecture, Mobile technologies, Project Management

• Engage early in the sales process to position the right solution to the customer to ensure customer satisfaction and meet their business objectives
• Scope customer onboarding requirements and develop a structured delivery plan as needed to align to our IO package offerings for Commercial, Enterprise, GAM, and TAM service offerings
• Deliver high impact onboarding delivery plans that require attention to detail, total accuracy, completeness and thoroughness of work
• Possess a comprehensive understanding of all internal service offerings to support customer sales during pre-sales activities
• Understand future sales pipeline and assist IO leaders in aligning proper onboarding resource
• Own regional Service Offering Manager Request tickets and partner with sales to complete requests with high degree of quality
• Share GSS package details with other internal business teams and become a point of contact for service delivery questions
• Support the ongoing development of sales go-to-market materials, talk tracks, and training to help AEs best position the value of our service offering packages with customers during pre-sales motions
• Work alongside Solutions Consultants team to define onboarding transitions that incorporate sales discovery planning with delivery planning
• Gather feedback from the sales teams regarding our packages offerings and work with IO Leadership and Product Marketing teams to help provide insight into new service package offerings
• Provide Sales Leadership retrospective analysis of package delivery to ensure we're continuing to position our services for positive customer onboarding and support experiences
• Articulates relevant customer success stories and metrics that demonstrate value to the customer
• Demonstrates solution understanding and success criteria by leveraging methodologies, templates, and successful experiences with related solutions outcomes
• Understands the solution options available to the customers and engages the right team to win the deal and drive customer’s trust

• Excellent consultative, communication, and presentation skills
• Demonstrated experience in value consulting, proposal development and execution
• Collaborating with account executives in the development and closure of sales opportunities
• Be solution oriented and possess ability to provide creative ideas to inspire customer loyalty and adoption
• Strong social skills and experience building strong internal and external relationships
• Experience driving/managing/delivering technical implementations, transformation programs or other initiatives
• Experience supporting enterprise customers or program management organizations
• Excellent communication and project management skills, handling multiple customers and streams of work

WHAT WE OFFER

From comprehensive benefits to remote availability to flexible time off, we’ve got you covered so you can prioritize work-life harmony.

• Competitive compensation that includes equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Global presence, dog-friendly offices, and remote availability
• Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
• Community engagement opportunities throughout the year, including an annual company wide Volunteerism Week
• Employee Resource Groups that provide supportive communities within Braze
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®

If you are a California resident subject to the California Consumer Privacy Act (“CCPA”), as amended by the California Privacy Rights Act (“CPRA”) which comes into effect January 1, 2023, click here to understand how Braze processes your personal information and how you can exercise your rights.

If you are located in the EU or UK visit our privacy policy to understand how Braze processes your personal information and how you can exercise your rights.