▷ Apply in 3 Minutes: Manager

Role Overview We are seeking an experienced professional to join us as Manager – Professional Services, leading a team that delivers data migration, report customization, and client success. The ideal candidate to be a strong people manager with hands-on expertise in solution delivery, while also demonstrating the vision to scale processes and drive long-term service excellence. This role combines operational oversight with strategic input, ensuring day-to-day delivery while laying the foundation for future growth. About Us BQE Software is a global leader in SaaS solutions for professional services firms. Our flagship platform, BQE CORE, is an all-in-one solution for project management, billing, accounting, HR, and business intelligence. CORE empowers firms to streamline operations, improve profitability, and deliver better client outcomes. With a robust customer base, BQE continues to innovate and grow, adapting to the evolving needs of our customers and industries worldwide. Key Responsibilities Customer Engagement & Relationship Management - Oversee customer interactions (via email, Zoom, Zendesk, and other platforms) to ensure smooth transitions, accurate requirement gathering, and clear communication. - Build and maintain strong client relationships, serving as a trusted advisor for escalated or strategic engagements. - Ensure customers receive effective training, guidance, and change management support during implementations. Operational Excellence - Review documentation, specifications, and processes to ensure consistent quality and compliance with BQE standards. - Monitor key delivery metrics (utilization, CSAT, turnaround time, project completion) and drive continuous improvement. - Identify inefficiencies, optimize workflows, and standardize best practices across data migration, reporting, and escalations. Team Leadership - Lead and mentor a team of Professional Services Consultants, providing guidance on customer engagement, problem-solving, and service delivery. - Allocate work, monitor progress, and ensure timely resolution of customer requirements, escalations, and deliverables. - Conduct reviews, provide coaching, and drive skill development across communication, analytics, and product expertise. Strategic Input & Collaboration - Support customers with strategic planning, providing insights on growth opportunities and process enhancements. - Collaborate with cross-functional teams (Customer Success, Product, Development, and Business Intelligence teams) to resolve complex client needs and relay product feedback. - Stay updated on industry trends, SaaS delivery practices, and emerging customer needs to strengthen BQE’s service model. Project & Change Management - Oversee multiple projects to ensure they are delivered on time, within budget, and aligned to client goals. - Guide the adoption of new processes and technologies by supporting customers through implementation and change management. - Prepare and review reports, presentations, and recommendations for both internal and customer stakeholders. Must Have Skills - 10-12 years of total experience in Solution Delivery, Professional Services, Technology Consulting, or Customer Success. - Minimum 5 years of people management experience. - Proven experience with SaaS implementations, data migration, and report customization (SSRS, SQL, Excel advanced features). - Strong client management and communication skills, including handling escalations. - Background in software/IT services, particularly involving customization, integrations, or development work, with exposure to client-facing solution delivery. - Hands-on experience with Zendesk or equivalent customer support platforms (such as Freshdesk, ServiceNow, Salesforce Service Cloud, Zoho Desk, or Jira Service Management). Strong analytical and problem-solving mindset, with ability to simplify complex issues. - Bachelor’s degree in computer science, Engineering, Information Systems, or related field. - Background in software/IT services, particularly involving customization, integrations, or development-focused Preferred Skills - Certifications in Project Management or Consulting. - Experience managing global clients and distributed teams across multiple time zones - Exposure to change management and driving adoption of new processes. - Demonstrated ability to link technical delivery to business value. - Prior experience in professional services for SaaS/enterprise software firms. - Strong presentation and stakeholder management skills for senior client interactions. - Experience with reporting & analytics tools beyond SSRS/SQL/Excel (e.g., Power BI, Tableau).