Manager - Professional Services

Role OverviewWe 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 UsBQE 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 ResponsibilitiesCustomer 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-focusedPreferred 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).