About the role
About AppDirect
Become a digital, global citizen and enable the new generation of digital entrepreneurs around the world. AppDirect offers a subscription commerce platform to sell any product, through any channel, on any device - as a service. We power millions of subscriptions worldwide for organizations. We do this by our values-driven culture—one that enables you to Be Seen, Be Yourself, and Do Your Best Work.
About You
You are an operational professional with hands-on experience in B2B SaaS or marketplace environments, comfortable navigating platform back-office settings, feature configurations, and partner onboarding workflows with minimal direction. You translate business requirements into practical, out-of-the-box software solutions and communicate guidance clearly to both technical and non-technical audiences. You manage competing priorities across multiple accounts with a structured, analytical approach—keeping SLAs and customer outcomes front and center. You collaborate naturally with account managers, product managers, and technical consultants, knowing when to resolve an issue yourself and when to escalate it.
What you'll do and how you'll have an impact
- Guide customers in adopting existing and newly released platform capabilities to deepen engagement and drive marketplace growth.
- Serve as the primary day-to-day operational contact, answering platform "how-to" questions and supporting routine workflows for assigned accounts.
- Manage end-to-end ISV and product onboarding, including SKU validation, pricing model configuration, contract terms, trial setups, and launch readiness.
- Lead recurring strategic touchpoints with Enterprise accounts and facilitate structured, low-touch launch frameworks for Self-Serve customers.
- Review weekly release notes to identify features relevant to customer roadmaps and proactively recommend solutions that address gaps or growth opportunities.
- Produce operational content and deliver enablement sessions for customer-facing Sales, Operations, and Support teams.
- Route and escalate custom integration needs or out-of-scope technical requests in partnership with Account Managers, Technical Consultants, and Solution Consultants.
What we're looking for
- 3+ years of experience in SaaS, cloud commerce, marketplace operations, technical account management, or a functional consulting role.
- Working knowledge of B2B marketplace concepts: subscription lifecycles, catalog structures, partner onboarding, and pricing models.
- Hands-on experience with tools such as Zendesk, Jira, or CRM platforms, and comfort navigating complex software back-office settings.
- Ability to translate business requirements into platform configurations and deliver clear, documentation-first guidance to customers.
- Strong prioritization skills—because you will manage concurrent requests across multiple accounts with varying urgency and SLA requirements.
At AppDirect, we believe that innovation thrives in an environment that houses diversity of excellence, experience and thought. We respect each AppDirector as their own fingerprint; unique with no one alike. We foster an environment of inclusion without regard to race, religion, age, sexual orientation, or gender identity enabling AppDirectors to embrace their uniqueness to do their best work. As such, we strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities.
At AppDirect we take privacy very seriously. For more information about our use and handling of personal data from job applicants, please read our Candidate Privacy Policy. For more information of our general privacy practices, please see AppDirect Privacy Notice: https://www.appdirect.com/about/privacy-notice
At AppDirect, AI tools may assist our recruitment team with administrative automations — always under human oversight. AI tools do not make hiring decisions or solely automated decisions about your candidacy – all decisions are made by our people. By submitting your application, you acknowledge that your information may be processed in this way. You may request access or deletion at any time by contacting privacy@appdirect.com