PMX Professional Services Lead

Role Overview

The Manager will lead a dynamic team of 9 responsible for delivering high-quality projects and operational excellence. This role requires strong leadership, financial acumen, and the ability to manage client escalations, internal initiatives, and quality assurance across consultant deliverables.

Key Responsibilities

Team Leadership

• Lead and mentor a team of consultants implementing PropTech platforms and support staff.
• Ensure staff adhere to best practice processes and organisational standards.
• Foster a collaborative environment and ensure professional development.
• Ensure smooth collaboration between technical and functional consultants.
• Translate complex technical features into client-friendly solutions.
• Performance and Reporting
• Track KPIs such as implementation success rate, client satisfaction scores, and service profitability
• Provide feedback to product teams based on client usage and pain points.

Financial Management

• Collaborate with the Practice Lead to maintain accurate budget forecasts and track project financials.
• Ensure compliance with financial controls and reporting standards

Project Setup & Governance

• Oversee project initiation in internal systems, ensuring correct configuration and resource allocation.
• Manage internal projects and coordinate cross-functional teams
• Approve consultant timesheets with attention to detail, ensuring accurate billing and compliance.

Operational Oversight

• Manage end-to-end onboarding of new clients, including needs assessment, solution design, and deployment.
• Draft and review Statements of Work for client engagements, ensuring clarity and compliance with contractual obligations
• Conduct regular reviews to ensure client satisfaction and identify upsell opportunities.
• Monitor case queues and ensure timely resolution of BAU (Business-As-Usual) cases.
• Serve as the primary point of contact for service-related inquiries and escalations.
• Coordinate cross-functional teams including product, engineering, and customer success

Quality Assurance

• Oversee the quality of consultant deliverables, ensuring adherence to best practices and client expectations.
• Oversee integrations with third-party systems (e.g., property management systems, CRM, IoT devices).
• Implement continuous improvement measures for delivery standards.

Required Qualifications

• Bachelor's degree in Business, Real Estate, Computer Science, or related field.
• 5+ years of experience in professional services, ideally within SaaS or PropTech.
• Strong understanding of real estate operations, property management, or smart building technologies.
• Project management certification (e.g., PMP, Agile) is a plus.

Skills & Competencies

• Client-centric mindset with excellent communication and interpersonal skills.
• Technical fluency in SaaS platforms, APIs, and system integrations.
• Strong leadership, coaching abilities and team management skills.
• Analytical thinking for solving complex implementation challenges.
• Adaptability to work with diverse property portfolios and client types.
• Ability to manage multiple priorities under pressure.

Benefits:

• Flexible working arrangements
• 16 hours of Flexi AnyDay
• Me Days: additional 3 days of annual leave for qualifying employees
• Engaging, fun & inclusive culture: check out the MRI Software APAC Insta feed and stories
• High performance recognition program and perks i.e. Circle of Excellence

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you  

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.  

We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.  

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. 

Amazing growth requires amazing employees. Are you up to the challenge?   

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you   

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. 

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself