Senior Manager, Professional Services

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

📋 Description

• Lead, guide, and nurture a team of Professional Services associates.

• Promote accountability, teamwork, continuous learning, and customer success.

• Engage in coaching conversations, quarterly evaluations, performance assessments, and goal-setting discussions.

• Assist in recruiting, onboarding, retention, succession planning, and career development efforts.

• Enhance team productivity, utilization, revenue, and operational objectives.

• Ensure compliance with Professional Services methodologies, standards, and delivery practices.

• Oversee project health and delivery quality to guarantee timely completion within scope and budget.

• Anticipate resource requirements and align staffing with project demands and sales pipeline activities.

• Collaborate with internal and external delivery resources to ensure successful service delivery.

• Enhance operational effectiveness, scalability, and team performance.

• Monitor and manage KPIs related to utilization, revenue, gross margin, and service delivery results.

• Facilitate complex customer engagements and provide assistance with project escalations.

• Work alongside Sales and Business Development to offer delivery insights, estimates, and scoping.

• Champion customer needs while balancing business goals and delivery obligations.

• Represent the practice in departmental and company-wide initiatives.

• Collaborate with consulting, technical, conversion, and development teams.

• Contribute to strategic initiatives that enhance service delivery, operational effectiveness, and employee engagement.

⛳️ Requirements

• A minimum of 2 years of direct people management experience, including performance management, coaching, employee development, talent planning, and performance evaluations.

• Proven experience in leading implementation, consulting, professional services, customer success, or customer delivery teams.

• Demonstrated capability to inspire and motivate teams while managing competing business priorities.

• Experience in overseeing operational metrics such as utilization, capacity planning, resource forecasting, revenue, or service delivery performance.

• Strong organizational and time management skills with the ability to juggle multiple priorities in a fast-paced environment.

• Excellent written, verbal, and interpersonal communication abilities.

• High attention to detail and a commitment to delivering exceptional customer outcomes.

• Proficient in collaborating and influencing across various teams and stakeholder groups.

• Experience managing Professional Services, Implementation, Consulting, or Customer Success organizations.

• Familiarity with ERP, financial management, accounting, or SaaS software implementations.

• Knowledge of Financial Edge NXT, nonprofit financial operations, fund accounting, or similar enterprise financial software solutions.

• Experience with utilization management, workforce planning, forecasting, and operational performance management.

• Skilled in managing customer escalations and executive-level stakeholder relationships.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Remote-flexible workforce.

• Wellness Programs.

• 401(k) program with employer match.

• Flexible paid time off.

• Generous Parental Leave.

• Donations for Doers.

• Pet insurance, legal and identity protection.

• Tuition reimbursement program.