Manager, Professional Services – Enterprise SaaS

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

📋 Description

• Lead and cultivate a high-achieving team of technical and scientific professionals in Professional Services across North America.

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

• Provide leadership and expert guidance for Lab Orchestration and laboratory automation initiatives.

• Assist in developing 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 discovery and proof of concept to implementation and production adoption.

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

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

• Provide customer implementation insights to Product and Engineering teams.

• Advocate for automation, AI-assisted delivery, reusable assets, and standardized offerings.

• Develop and standardize offerings within Professional Services.

• Drive utilization, revenue, and margin performance.

• Review commercial delivery plans, Statements of Work, and Services agreements.

• Monitor project and contract performance, Work in Progress, forecasts, delivery risk, and financial performance.

• Manage subcontractors and delivery partners effectively.

• Conduct peer reviews for solutions and delivery.

• Identify opportunities for operational improvements across Professional Services.

• Collaborate with Project Management, Solutions Architects, Application Scientists, Developers, Sales, Engineering, Customer Success, and Product teams.

⛳️ 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 related laboratory technologies.

• Understanding of laboratory workflows and the ability to translate scientific and operational requirements into actionable solutions.

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

• Experience working with interconnected laboratory systems, instruments, software, and scientific data workflows.

• Background in consulting with enterprise clients and engaging scientific and technical stakeholders.

• Experience supporting solutions from discovery and proof of concept through to implementation and production adoption.

• Experience collaborating with Sales, Solutions, Product, and Engineering teams.

• Technical or architectural oversight experience is essential.

• Experience managing financial performance within Services, including utilization, revenue, margin, and delivery forecasting.

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

• Familiarity with automation and emerging technologies, including AI, to enhance Professional Services delivery.

• Ability to manage multiple concurrent customer engagements and identify delivery, technical, and commercial risks.

• Experience operating in a global, matrixed organization.

• Proficiency in working with laboratory robotics and automation platforms, scientific instrument connectivity, and integration within laboratory informatics environments involving ELN, LIMS, SDMS, CDS, or related scientific systems is advantageous.

• Experience in pharmaceutical, biotechnology, chemicals, or other scientific R&D organizations is a plus.

🏝️ Benefits

• Medical, Dental, Vision, Insurance.

• Health Spending Accounts.

• Wellness Benefits (Mental Health Apps and Fitness Perks).

• Company-paid Life and Disability Insurance.

• 401k Retirement Plan (with 4% company match; immediate vesting).

• Flexible Time Off Plan (for US exempt employees).

• Variable pay eligibility for certain positions.