Manager, Professional Services – Enterprise SaaS

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Lead and nurture a high-performing team of technical and scientific Professional Services experts throughout North America.

• Enhance team capabilities through coaching, career development, skills planning, and recruitment efforts.

• Offer leadership and subject-matter expertise for Lab Orchestration and laboratory automation projects.

• Assist in the development of Lab Orchestration delivery methodologies, implementation patterns, best practices, and reusable knowledge.

• Oversee and govern complex and strategic customer programs.

• Lead or assist in strategic customer engagements from initial discovery and proof of concept to implementation and production adoption.

• Serve as a senior consultant, converting scientific and laboratory workflows into practical technical and service solutions.

• Collaborate with Sales and Solutions teams on pre-contract and solution-definition initiatives.

• Partner with Product and Engineering to provide feedback on implementations and enhance Lab Orchestration capabilities.

• Create scalable Services delivery methods utilizing automation, AI-assisted delivery, reusable assets, and standardized offerings.

• Drive utilization, revenue, and margin performance across the team.

• Review Statements of Work and Services agreements in collaboration with Sales and Legal teams.

• Monitor project and contract performance, including work in progress, forecasts, delivery risk, and financial outcomes.

• Manage subcontractors and delivery partners effectively.

• Conduct solution and delivery peer reviews for strategically significant or high-risk engagements.

• Identify operational enhancements within Professional Services.

• Work collaboratively within a multinational, cross-functional organization.

⛳️ Requirements

• Extensive experience in Professional Services, consulting, or enterprise technology delivery.

• Proven experience in people leadership.

• Familiarity with scientific software, laboratory informatics, laboratory automation, or a related enterprise SaaS environment.

• Experience in leading, coaching, and developing technical or scientific Professional Services teams.

• Knowledge of laboratory automation, Lab Orchestration, scientific instrument integration, or closely related laboratory technologies.

• Understanding laboratory workflows and the capability to translate scientific and operational needs into actionable solutions.

• Experience in delivering complex enterprise SaaS, laboratory informatics, or scientific software implementations.

• Proficiency in working across interconnected laboratory systems, instruments, software, and scientific data workflows.

• Experience consulting with enterprise customers and engaging with scientific and technical stakeholders.

• Experience in supporting solutions throughout the stages of discovery, proof of concept, implementation, and production adoption.

• Background in managing Services financial performance, including utilization, revenue, margins, and delivery forecasts.

• Experience in developing repeatable methodologies, reusable assets, or standardized Services offerings.

• Familiarity with utilizing automation and emerging technologies, such as AI, to enhance Professional Services delivery.

• Capability to manage multiple concurrent customer engagements while identifying delivery, technical, and commercial risks.

• Ability to operate effectively within a global, matrixed organization.

• Experience with laboratory robotics and automation platforms may be beneficial.

• Knowledge of scientific instrument connectivity and integration may be advantageous.

• Familiarity with ELN, LIMS, SDMS, CDS, or similar scientific systems may be a plus.

• Experience in pharmaceutical, biotechnology, chemicals, or other scientific R&D organizations may be beneficial.

🏝️ Benefits

• Dynamic, remote-friendly work environment.

• Collaborative, global team atmosphere.

• An equal opportunity workplace that fosters support and connection among colleagues.