Practice Manager Professional Services
4 weeks ago
This role is OfficeBased
JobDescription:
Asa Practice Manager within Professional Services you will assistPractice Directors/Regional PS Leaders with managing ProfessionalServices. You will be accountable for our growing customer andpartner base on the design implementation and ongoing support ofthe full suite of products and services. You will also manage andhandle project or account escalations and provide presales supportwhen needed. You will be responsible for ensuring ontimehighquality deliverables and high levels of client satisfaction.You will be responsible for mentoring project team members in allfacets of project governance including developing project scopetimelines budgets and deliverable schedules. You will also identifyopportunities with existing customers for additionalservices.
InThis Role You Will :
Help build Practice by establishing processes procedures andtemplates for presales through deliveryexperience.
Support the CEM on pursuits based on knowledge from previousproject/customerexperiences.
Mentor and provide coaching to consultants and projectmanagers.
Manage and build client relationships with key decision makers fromproject inception to postimplementation; ensure customersatisfaction.
Manage account and customer escalations; facilitate onsite clientmeetings where needed; articulate issues and resolution optionsclearly andsuccinctly.
Monitor onsite and remote daytoday activities between client andCSOD personnel during theprojects.
Interact with account managers sales support success productengineering and product management to ensure organizationalcontinuity.
Review weekly status reports and project updates that are withinyour portfolio. Communicate any escalations or risks that can causeescalations to the Regional PSLeaders.
Provide presales support to the CEMs and look for opportunities toupsell to existing customers who are in flight on projects orrecurringservices.
Assume areas of ownership within the Professional Servicesdepartment for internal and external development of staff processesprocedures methodologies and areas ofexcellence.
Hire and train staff for project delivery while managing billable& productive utilization KPIs for yourteam.
People Management Mentoring and coaching a team of directreports.
Plan and manage services project/portfolio schedules andbudgets.
Drive best practices adoption and continuous improvementinitiatives.
YouveGot What It Takes If You Have :
A minimum of 35 years experience managing Software as a Service(SAAS) implementation/deployment in a portfolio leadershiprole.
Proven track record of developing and maintaining profitable andreferenceable customerrelationships.
Confirmed experience in proactively identifying assessing andmitigating risks during project execution; managing delivery ofprojects; identifying developing and closing servicesengagements.
Demonstrate and ensure timely and thorough communication ofstrategy deliverable status andresults.
Experience in measuring the progress of projects againstestablished objectives such as revenue expense managementutilization metrics delivery quality and customersatisfaction.
Exposure to monitoring results and taking corrective action toensure the achievement of the objectives withinbudget.
Have experience as an escalation contact for implementation issueswith the customer decisionmaker forresolution.
Excellent communication skills both written/oral; excellentpresentation and facilitationskills.
ExtraDose of Awesome If You Have:
Strong understanding of HR processes and talent managementpractices.
Technical Degree preferred Computer Science degree aplus.
Project Management Professional (PMP) certification is a plus (orwillingness to worktowards).
Experience with Salesforce (SFDC) MS Project Smartsheet Kantata orotherPSA.
Presales supportexperience
OurCulture :
Ourmission is to empower people businesses and communities. A culturecreated less by what we do and more by who we are. When people askwhat our team is about we point to our core values: championcustomer success bring our best achieve together get stuff done andinnovate every day. Were always on the lookout for new curious andcapable people who can help us achieve our goal and we are seekingdiversity in the people who join our team. We want to make surethat our company reflects the demographic of our customers clientsand the communities in which we operate. So if you want to work fora friendly global inclusive and innovative company wed love to meetyou
WhatWe Do:
Ourclient is a premier people development company. We believe peoplecan achieve anything when they have the right development andgrowth opportunities. We offer organizations the technology contentexpertise and specialized focus to help them realize the potentialof their people. Featuring comprehensive recruiting personalizedlearning modern training content developmentdriven performancemanagement and holistic employee data management and insights Theirpeople development solutions are successfully used by more than 100million people in 180 countries and in nearly 50languages.
Theytake special care to ensure the security and privacy of the data ofitsusers.
management,professionalservices,salesforce
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