Professional Services Manager

Professional Services Manager

Job Description

Position Overview:

We are looking to add to our team a Professional Services Manager who will have a strong background in managing IAM Projects / Hybrid Cloud Solutions from start to finish. In this role, you will manage and mentor a Team of Architects, PMs, and Implementation Engineers/Developers. You will own client and partner relationships and be responsible for daily/weekly communication for key stakeholders throughout implementations. You will manage and work collaboratively with subject matter experts at Tuebora to support our clients and partners through their onboarding experience, as well as assist in the recommendation of tools and development of new processes to enable team to delight our Customers and meet set KPIs.

What you will do:

PS Manager

• Hire, inspire, mentor and grow people within PS organization including delivering annual performance appraisals
• Day to day people management of Implementation Engineers, Architects, PMs, QA Testing resources
• Responsible for project resource planning, cadence on following processes, developing artifacts, meeting/exceeding KPIs around budget, timeline, quality, profitability and staffing
• Coordinate with cross-functional teams, focused on delivering new or upgraded existing services, product defect resolution and high priority enhancement requests
• Oversight and understanding of all projects that team is delivering from inception to completion (or transition), including tracking and evaluation of project performance
• Serves as an Escalation Point for Project Managers
• Monitor and track project plans for all projects that includes follow-up on deliverables and action items to ensure they are completed on time, within budget, and with high quality
• Provide proactive weekly communication to customers and internal stakeholders regarding project status, issues, risks
• Work with cross-functional teams to define framework for scoping non-standard requests, determining client communication strategies, and setting scope of service to drive an exceptional customer experience
• Support Sales team in managing RFP/POCs responses and assisting with development of prospect-facing materials

You'll be successful in this role if you have:

• 3+ years of demonstrated ability in implementing and running technical/process projects
• Can demonstrate with data analytics current status on projects, areas of concern, project risks, and recommendations
• Have 5+ years' experience managing a highly productive teams of Architects, Implementation Engineers and Project Managers
• Past experience as an Architect, Technical PM or IE in IAM Space. 5+ years' experience in one or more of those roles involving IAM projects.
• Full understanding of the nuances of delivery from all angles. Ideally have background in IAM Vendor/IAM Services.
• Ability to speak and connect with both technical and business personnel, at all levels
• Created project plans, managed risks and delivery of mid (10,000 user-base) to large (100K+ user-base) IAM deployments
• Experienced with IAM processes, mapping customer pain-points to vendor solutions
• Identify, evaluate and lead teams through prioritization of activities
• Demonstrated success with process driven programs – scrums, metrics, checklists, repeatable methodologies, project post-mortems, etc
• Customer focused with Customer Success top of mind
• Excellent written and verbal communication skills
• Demonstrated ability to deliver artifacts such as Requirements, Architecture, Design, Testing, etc.
• Start-up mentality with wearing multiple hats and doing what it takes to drive Customer Success

Desired:

• Preferably has managed IAM cloud deployment projects in past
• Preferably has implemented Cloud (AWS/Azure or other) deployments