Senior Manager, Professional Services Engineering

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

📋 Description

• Lead, mentor, and champion a team of 8–10+ Professional Services Engineers across the United States and Ireland.

• Conduct impactful one-on-one sessions, customized career path development, performance evaluations, and technical/professional coaching.

• Foster an environment of trust and psychological safety while accommodating diverse working styles and leadership transitions.

• Manage daily engagement allocations and adjust resources, priorities, and schedules as project demands change.

• Create, implement, and uphold predictive capacity models that forecast bench availability, hiring triggers, and skill distribution for at least two quarters in advance.

• Collaborate with Project Management, Engagement Management, Sales, Customer Experience, and GTM leadership.

• Bridge customer delivery with Product and Engineering teams, including early feature testing and gathering customer feedback.

• Pinpoint delivery bottlenecks, operational blind spots, and tooling deficiencies; apply data-driven solutions.

• Engage in monthly meetings with external services partners to enhance enablement and delivery scalability.

• Propel delivery metrics such as engagement completion rates, CSAT, over 70% billable utilization, and opportunities for service expansion.

• Report directly to the Director of Professional Services.

⛳️ Requirements

• A minimum of 10 years of experience in a post-sales customer-facing role within a technology company.

• At least 5 years of direct leadership experience or practice, demonstrating a successful history of coaching and developing high-performing technical teams.

• Proven history of directly managing and retaining professional services, solutions engineering, or technical delivery teams in fast-paced SaaS environments.

• Hands-on experience in creating and maintaining rolling 6+ month capacity and utilization forecasts.

• An entrepreneurial mindset with a proactive approach to problem-solving and a strong sense of ownership.

• Capability to establish trust with PM leadership, Sales, Customer Success, and Product teams.

• Technical proficiency in workflow automation, APIs, system integrations, and modern AI/LLM applications.

• Experience in coaching and coordinating a remote or geographically dispersed engineering team across multiple time zones (U.S. and EMEA).

• Knowledge of professional services metrics such as over 70% billable utilization, on-time project completion, CSAT, and services-assisted expansion.

• Must possess authorization to work for any employer in the U.S.; employment visa sponsorship is not available.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health insurance plans.

• Opportunities for professional development and continued education.

• Flexible working arrangements and a supportive work environment.

• Generous paid time off and holiday schedule.