Professional Services Manager - ALTA IT Services : Job Details

Professional Services Manager 100% Remote Career track: This position is on a track to become the Director of Professional Services. Qualified applicants should be ready to grow with the company, substantially grow top-line and bottom-line revenue, improve the overall customer experience provided to the firm's customers, and drive transformation across the professional services team. Position summary: The Professional Services Manager is responsible for overseeing the successful delivery of implementation projects using the firm's low-code application platform, Evoke™. They will oversee the day-to-day management of the professional services team and must possess a proven track record of successfully delivering complex, full lifecycle software-as-a-service (SaaS) implementations. This position will work closely with customers and provide leadership to the professional services team, consisting of Project Managers, Solution Consultants and Solution Developers to manage scope, risks, and ensure quality service delivery. This person must be customer service focused with the ability to engage with business users and decision makers at all levels. They need to lead and work well in teams, guide others in service delivery, and identify and resolve service delivery issues. This role will have overall responsibility for the quality of the service that the professional services team delivers. They also function in a business development capacity by identifying new opportunities to generate revenue and providing support to the sales team throughout the sales cycle. Compensation: Base salary commensurate with experience, bonus plan targeting up to 30% of base salary, and participation in the firm's annual profit sharing. Key Responsibilities: • Provides overall leadership to the professional services team, managing the work and time allocation of project managers, solution developers, and solution consultants while ensuring that contractual deliverables and milestones are met according to approved project plans. • Engages directly with customers, building relationships and stepping in to provide leadership when project issues are escalated by customers. • Proactively manages risks by anticipating issues and working with the assigned project teams to quickly resolve or escalate. • Develops, maintains, and trains project teams on our implementation approaches, including related documentation, deliverables, and artifacts. • Tracks and reports on key metrics for the professional services team, including revenue variance, resource utilization, revenue forecasting, and profit and loss. • Thinks strategically and proactively to identify product and implementation issues and improvements, and continually communicates with the Leadership Team, offering solutions and taking ownership of problem resolution. • Maintains outstanding customer relationships by diagnosing customer needs and working closely with the product engineering team to ensure they are addressed in a timely fashion. • Recruits, hires, trains, and mentors new professional services team members to enable career growth. • Acts as a champion for a corporate culture of customer experience, respect, responsiveness, fun and professionalism, product and customer satisfaction, trust, creativity, and commitment. Knowledge, Skills and Abilities: • Proficient knowledge of the fundamentals of project management • Knowledge of Microsoft Project • Strong leadership skills and the ability to take initiative and effect change • Highly developed coaching and talent development skills • Ability to lead people and deal with diverse personalities and attitudes • Excellent customer service skills; ability to communicate effectively when dealing with difficult customer issues • Ability to interact and work professionally with clients and employees at every level of the organization to identify, troubleshoot, and resolve project needs spanning risks, scope, technical, and budget • Outstanding verbal communication / listening skills: Ability to give full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate • Ability to travel up to 10% Qualifications: • Bachelor of Science in business administration, engineering, computer science or related fields of study, or equivalent years of experience • Master's degree preferred (business administration, computer science, engineering, or related fields of study) • Over eight years of related experience managing delivery of COTS or low-code solutions to customers acting as a project, delivery, and/or program manager • Experience managing 10 or more employees • PMP certification preferred • Scrum certification preferred Professional Services Manager 100% Remote Career track: This position is on a track to become the Director of Professional Services. Qualified applicants should be ready to grow with the company, substantially grow top-line and bottom-line revenue, improve the overall customer experience provided to the firm's customers, and drive transformation across the professional services team. Position summary: The Professional Services Manager is responsible for overseeing the successful delivery of implementation projects using the firm's low-code application platform, Evoke™. They will oversee the day-to-day management of the professional services team and must possess a proven track record of successfully delivering complex, full lifecycle software-as-a-service (SaaS) implementations. This position will work closely with customers and provide leadership to the professional services team, consisting of Project Managers, Solution Consultants and Solution Developers to manage scope, risks, and ensure quality service delivery. This person must be customer service focused with the ability to engage with business users and decision makers at all levels. They need to lead and work well in teams, guide others in service delivery, and identify and resolve service delivery issues. This role will have overall responsibility for the quality of the service that the professional services team delivers. They also function in a business development capacity by identifying new opportunities to generate revenue and providing support to the sales team throughout the sales cycle. Compensation: Base salary commensurate with experience, bonus plan targeting up to 30% of base salary, and participation in the firm's annual profit sharing. Key Responsibilities: • Provides overall leadership to the professional services team, managing the work and time allocation of project managers, solution developers, and solution consultants while ensuring that contractual deliverables and milestones are met according to approved project plans. • Engages directly with customers, building relationships and stepping in to provide leadership when project issues are escalated by customers. • Proactively manages risks by anticipating issues and working with the assigned project teams to quickly resolve or escalate. • Develops, maintains, and trains project teams on our implementation approaches, including related documentation, deliverables, and artifacts. • Tracks and reports on key metrics for the professional services team, including revenue variance, resource utilization, revenue forecasting, and profit and loss. • Thinks strategically and proactively to identify product and implementation issues and improvements, and continually communicates with the Leadership Team, offering solutions and taking ownership of problem resolution. • Maintains outstanding customer relationships by diagnosing customer needs and working closely with the product engineering team to ensure they are addressed in a timely fashion. • Recruits, hires, trains, and mentors new professional services team members to enable career growth. • Acts as a champion for a corporate culture of customer experience, respect, responsiveness, fun and professionalism, product and customer satisfaction, trust, creativity, and commitment. Knowledge, Skills and Abilities: • Proficient knowledge of the fundamentals of project management • Knowledge of Microsoft Project • Strong leadership skills and the ability to take initiative and effect change • Highly developed coaching and talent development skills • Ability to lead people and deal with diverse personalities and attitudes • Excellent customer service skills; ability to communicate effectively when dealing with difficult customer issues • Ability to interact and work professionally with clients and employees at every level of the organization to identify, troubleshoot, and resolve project needs spanning risks, scope, technical, and budget • Outstanding verbal communication / listening skills: Ability to give full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate • Ability to travel up to 10% Qualifications: • Bachelor of Science in business administration, engineering, computer science or related fields of study, or equivalent years of experience • Master's degree preferred (business administration, computer science, engineering, or related fields of study) • Over eight years of related experience managing delivery of COTS or low-code solutions to customers acting as a project, delivery, and/or program manager • Experience managing 10 or more employees • PMP certification preferred • Scrum certification preferred M2