Manager, Professional Services

📋 Description

• Oversee a team of 4-6 Project Managers and Project Consultants, offering comprehensive support and guidance within the services team.

• Conduct weekly one-on-one meetings with Project Managers to evaluate projects and assist newer team members, along with senior colleagues as required.

• Accountable for developing training programs for new hires as well as ongoing training for the Services Team.

• Supervise the administrative functions of the Services team to maintain consistency and accuracy, including tracking hours and updating project plans.

• Provide escalation support and act as a backup for the Director of Professional Services.

• Participate in calls as necessary to assist Project Managers during the scoping of custom specifications.

• Aid in the Project Assignment Process.

• Assist in conducting Scope Review calls with new clients.

• Offer additional support in the creation of specification documents.

• Facilitate professional training sessions, both internally and externally.

• Provide customers with expertise in subject matter and business process consultations.

• Comprehend customer requirements, converting them into detailed specification documents.

• Resolve project, implementation, or customer-related issues by following appropriate escalation protocols in line with internal practices.

• Develop project documentation and procedures.

• Help customers strategize and design the integration of StarRez software with other systems, including data mapping and data loading needs.

• Test products, custom tools, or components.

• Create and update documentation for customers.

⛳️ Requirements

• Bachelor’s Degree.

• A minimum of 2 years of experience in Professional Services or 2 years of related leadership experience.

• At least 4 years of experience in Higher Education Housing (preferred).

• Strong judgment, issue management, and problem analysis skills.

• Proven ability to develop enduring "trusted partner" relationships based on successful delivery outcomes.

• Excellent oral and written communication skills, with experience in presenting and leading meetings with senior staff.

• Familiarity with accounting practices and/or accounting systems.

• Experience with or implementing Student Information Systems such as Oracle, PeopleSoft, SAP, or Banner.

• Exceptional communication abilities, including public speaking and written correspondence.

• Strong work ethic.

• Self-driven with excellent time management capabilities.

• Team-oriented approach.

• Employ problem-solving strategies to manage escalations effectively and promptly.

• Willingness to collaborate with clients across various time zones (including international).

• Ability to perform effectively in a fast-paced work environment.

• Capability to manage multiple competing priorities.

• Proficient in using internal tools and adhering to company procedures.

🏝️ Benefits

• Comprehensive benefits package including healthcare.

• Paid time off.

• Life insurance.

• 401k plan with company matching for eligible team members.