Professional Services Team Manager

Description
Implementation & Professional Services Team Manager
is looking for an experienced Professional Services Team Manager to lead our APJ Services Implementation team. Our Implementation Services team is responsible for the delivery of professional services projects, focusing on product implementations and complex configurations to meet the needs of our customers.

Reporting to the Director of Professional Services, APJ, you will be responsible for attracting, coaching and managing a team of client facing Implementation Consultants. You will lead and mentor your team, using your extensive implementation and delivery management experience to develop their skills and careers. You will manage resourcing and utilisation of the team, ensuring the right skills are assigned to the right project and the consultants are supported to deliver great outcomes across a range of project types and industries.

We're looking for our next exceptional manager who is passionate about developing others, building high-performing teams, and upholding our commitments to our customers.

About The Role

• Build and lead the team responsible for delivering professional services implementations on the platform for our customers
• Manage a team that delivers multiple projects for a high-volume portfolio of client accounts in a fast-paced environment
• QA the team's solution design for complex implementations, ensuring best practice is followed
• Ensure implementation effort is accurately estimated and statements of work (SOWs) and Change Requests, to ensure consultant time is productive
• Drive the strategy to expand usage and revenue with customers through successful product onboarding, implementation and enablement
• Coach and enable the team on the different components of a project lifecycle, including discovery, delivery planning, implementation execution, roll-out, training, and hyper care
• Be the point of escalation to effectively manage project and stakeholder concerns in a timely manner
• Use data to track performance, utilisation, forecast services delivered, and create customer insight.
• Partner with cross-functional stakeholders, including Customer Success, Sales, and Partners, to drive efficient and reliable project delivery for our customers.
• Serve as a coach, mentor, and leader to individuals on the team, that sets expectations for performance based on data, using consistent feedback and transparency.
• Identify and execute process improvements, policy development, delivery methods, metrics, and tools in support of client delivery.
• Build programs and initiatives to drive continuous internal process improvement and enable the teams' efficiently deliver projects
• Recruit, hire and train new team members.

Requirements

• Extensive experience in Implementation, Managed and/or Professional Services in SaaS or professional services consulting firms.
• Delivery of CRM, PMO, OKR, Ticketing, and software development management software projects
• Experience with enterprise SaaS implementation, strategy development, project management, and executive stakeholder management
• 5+ years of management experience in Implementation or Professional Services teams, with a proven track record of success managing a team of individual contributors.
• 10+ years of professional services delivery or project management experience in a client-facing role
• Substantial experience in creating/editing/negotiating Statements of Work and estimating delivery effort across a range of roles and experience
• Startup experience with agility in the management of delivery roles
• Ability to successfully navigate complex organisational structures (internal and external), to clarify ambiguous objectives and set clear success criteria
• Process-focused and metrics-driven (desire to instil a process that can scale)
• Highly effective communication and interpersonal skills
• An amazing team player who can collaborate with many internal and external stakeholders.

Visa sponsorship for this role is currently not available.

is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.