Manager, Professional Services

We are seeking an experienced Manager of Professional Services to lead our Professional Services i teams at a fast-growing Software-as-a-Service (SaaS) company. In this role, you will manage a team of subject matter experts responsible for delivering tailored solutions to our customers. Your goal will be to ensure the successful implementation of our software and provide ongoing strategic support to maximize customer value and satisfaction.

Key Responsibilities:

• Team Leadership & Development:
  • Lead and manage a team of professional services consultants, project managers, and subject matter experts.
  • Oversee the hiring, training, and development of the team, providing coaching and feedback to ensure high performance.
  • Foster a collaborative and customer-centric culture, encouraging continuous learning and improvement.
• Project Delivery & Execution:
  • Oversee the end-to-end delivery of all professional services engagements, ensuring projects are completed on time, within scope, and to the customer’s satisfaction.
  • Establish and enforce best practices for project management, implementation, and consulting services.
  • Work closely with customers to understand their business needs, define project objectives, and ensure alignment with the implementation roadmap.
• Customer Engagement & Success:**
  • Serve as a trusted advisor to key customers, helping them leverage our SaaS solution to meet their business goals.
  • Monitor customer feedback and proactively address any challenges or concerns related to implementations or services.
  • Ensure a seamless transition from onboarding to long-term customer support, collaborating closely with the Customer Success team.
• Process Improvement & Scalability:
  • Continuously evaluate and improve internal processes to increase the efficiency and scalability of the professional services function.
  • Implement metrics and KPIs to measure project performance, team productivity, and customer satisfaction.
  • Introduce tools and methodologies that enhance project delivery, resource allocation, and knowledge sharing.
• Cross-Functional Collaboration:
  • Collaborate with Sales, Product, and Customer Success teams to align service delivery with customer expectations and business outcomes.
  • Provide feedback to the Product and Engineering teams to influence future product development based on customer needs and project experiences.
  • Partner with Sales to scope, estimate, and deliver proposals for complex service engagements.
• Financial & Resource Management:
  • Manage the professional services budget, ensuring profitability and effective resource utilization.
  • Oversee resource planning, allocation, and utilization to ensure optimal team performance and customer satisfaction.
  • Drive revenue growth through upselling and cross-selling professional services to existing customers.

Qualifications:

• 5+ years of experience in professional services, consulting, or project management, with at least 3 years in a leadership or management role.
• Experience managing service delivery in a SaaS or software-focused environment is highly preferred.
• Strong knowledge of project management methodologies and experience in leading complex, multi-phase projects.
• Proven track record of managing multiple concurrent projects with cross-functional teams.
• Excellent communication and leadership skills, with the ability to build strong relationships with customers and internal teams.
• Strong analytical and problem-solving abilities, with a focus on delivering business value.
• Experience with professional services automation (PSA) tools, CRM platforms (e.g., Salesforce), and project management software.
• Leadership and team management
• Strong project management skills
• Customer-focused mindset with a track record of delivering high-quality services
• Excellent problem-solving and decision-making abilities
• Financial and resource management skills
• Experience in enterprise-level SaaS implementations or IT projects.
• Project management certification (PMP, Scrum Master, etc.).
• Ability to manage change and lead teams through transformation projects.