Marketplace Operations Manager

We are seeking a highly motivated and organized individual to join our team as a Marketplace Operations Manager. In this role, you will be responsible for managing the operations of the SugarCRM marketplace (SugarOutfitters),ensuring smooth and efficient operations of the marketplace program whilemaintaining strong relationships with Independent Software Vendor (ISV)partners, marketplace customers, implementation partners,and internal stakeholders.

As a Marketplace OperationsManager, you will oversee all aspects of the SugarCRM marketplace, from onboarding new partners and products, responding to questions from partners and customers, and check-ins with new & renewing customers. You will work closely with cross-functional teams including finance, sales, marketing, product management, and customer support to ensure a great experience for both Outfitterspartners and Sugar customers.

The ideal candidate will have a strong background in softwareindustry and a good understanding of the Customer Relationship Management (CRM)and eCommerce technology. We are looking for someone who is detail-oriented, analytical, and able to juggle multiple priorities. Excellent communication skills and a customer-centric mindset are also essential for success in this role.

Responsibilities:

• Onboard new ISV partners and ensure all necessary marketplace content and agreements are in place
• Manage ongoing relationships with marketplace partners, acting as the main point of contact for any operational issues or questions
• Manage ongoing relationships with marketplace customers, acting as the first point of contact for any billing issues, issue escalations, or product questions and ensuring they are resolved in a timely manner
• Monitor marketplace performance and identify areas for improvement, working closely with the marketplace development team to implement enhancements
• Collaborate with cross-functional teams to drive growth and adoption of the marketplace, including checking in on marketplace customers and conducting partner enablement sessions
• Analyze marketplace data and trends to identify insights and opportunities for optimization

Requirements:

• Bachelor's degree or equivalent in business, marketing, computer science or a related field
• 5+ years of experience in sales, marketing, customer service, operations, project management, or ecommerce, preferably in the software industry
• Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships
• Detail-oriented and highly organized, with the ability to manage multiple priorities and meet deadlines
• Customer-centric mindset and a passion for delivering a high-quality experience to partners and customers.
• Ability to work independently and autonomously