Manager, Professional Services – Federal

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee all professional services roles and functions to ensure the long-term success, adoption, and satisfaction of government clients.

• Align service delivery with CPS delivery and the outcomes of customer missions.

• Protect account health, revenue, and customer satisfaction by recognizing and addressing technical risks.

• Manage service operations and resources, including Engagement Managers and Solution Architects.

• Oversee project milestones, delivery, objectives, utilization, and revenue optimization.

• Promote operational excellence and assess team performance.

• Collaborate on go-to-market strategies, sales enablement, customer messaging, pricing, and packaging.

• Identify opportunities for expansion and support strategic renewals, expansions, and new business initiatives.

• Engage with prospective customers to uncover challenges, recommend solutions, and propose delivery roadmaps.

• Guide project scoping and effort estimations.

• Monitor implementation lifecycle controls, project plans, status reports, time tracking, resource planning, and first-value forecasting.

• Advise project teams and customers on milestones, issue resolution, and change management processes.

• Track project success, customer satisfaction, and the quality of delivery.

• Foster consultative relationships with customer leadership and decision-makers.

• Accelerate customer time to value and conduct post-project evaluations.

• Design and continuously enhance the overall customer journey.

• Implement frameworks for realizing customer value and improve delivery models.

• Standardize proactive engagement workflows, including onboarding, QBRs, value delivery, and renewal processes.

• Identify and implement improvements in service processes and apply lessons learned.

• Lead, mentor, coach, recruit, and retain Engagement Managers and Solution Architects.

• Promote accountability, high performance, collaboration, knowledge sharing, and continuous learning within the team.

• Develop performance, training, coaching, and mentoring programs for the team.

• Establish frameworks for identifying at-risk projects and customers.

• Act as a management escalation point and resolve project-related obstacles.

• Collaborate with Sales and technical GTM teams to reduce renewal and churn risks.

• Support strategic account risk evaluations and manage escalated customer issues.

• Conduct post-mortems for at-risk projects and implement preventive measures.

• Within the first 30, 60, and 90 days, learn about service roles and offerings, navigate Salesforce, identify and address risks, uncover process gaps, advise Sales, develop reports and playbooks, and execute customer remediation plans.

⛳️ Requirements

• U.S. citizen residing within the United States.

• Over 5 years of experience in consulting for U.S. federal agencies.

• At least 2 years of experience managing service teams for U.S. federal agencies.

• Excellent communication, organizational, and stakeholder management skills.

• Strong leadership abilities, frequently collaborating with senior executives.

• Knowledge of Data Governance, Data Management, or Data Quality.

• Previous military background.

• Active security clearance (Secret/TS/TS-SCI).

• Familiarity with at least two or three of the following: data governance, data stewardship, master data management, data cataloging, and business rules management.

• Understanding of leading PaaS providers, data lakes, databases, and integration platforms utilized by federal agencies.

• Experience with AWS/Azure, Kubernetes, infrastructure, and platforms.

• Familiarity with APIs through Java, Python, or similar scripting languages for custom software implementations in Enterprise Linux or Unix environments.

• Understanding of data warehousing, ETL, and data integration processes.

• Ability to communicate effectively with both business and technical stakeholders and adjust communication for different audiences.

• High attention to detail and strong organizational skills.

• Customer-focused and accountable for ensuring customer success.

• Self-motivated and eager to learn new software applications.

• Ability to lead discussions with senior-level customers representing CPS and service engagements.

🏝️ Benefits

• Additional commission-based compensation.

• Bonus potential.

• Equity options for eligible positions.

• Monthly Flex Fund stipend.

• Pension/401k plans.

• Competitive salary.

• Comprehensive health coverage.

• Paid time off.

• Flexible benefits offerings to support employees and their families through various circumstances and life events.