Manager - Professional Services

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).