Manager Professional Services - Enterprise
The Role
The Professional Services Manager is a key role within the Services organization responsible for ensuring delivery excellence within their portfolio of projects. The PS Manager will be involved in the following activities:
- Managerial responsibility for a team of Implementation Consultants, Solution Leads, Configuration Analysts, and Engagement Managers
- Act as the primary point of escalation for a portfolio of projects for both internal and external resources
- Serve as the primary escalation point for customer issues raised by their engagement managers
- Work with Engagement Managers to track portfolio project metrics for health established by Professional Services Leadership
- Overall responsibility for delivery quality and NPS score of portfolio projects
- Be a credible subject matter expert to clients and partners during the sales process
- Assist in creation and review of SOWs to ensure proposals deliver optimal value to both Fusion and its clients
- Create career development plans for team members
- Mentor and develop junior resources
- Interview potential candidates
- This position reports into the Vice President of Professional Services
Knowledge, Skills, and Abilities
- 3+ years' experience leading teams
- 3+ years in a client facing role, either as a PM or a portfolio manager
- Proven ability to understand, track, and optimize project health
- Strong organizational, customer service, and presentation skills
- Strong conflict resolution and escalation diffusion skills
- Strong background supporting clients through a software implementation
- Strong functional and technical understanding Cloud Computing concepts and SaaS platforms
- Ability to manage distributed teams of people
Certificates, Licenses, Registrations
- Bachelor's degree in a technical discipline or equivalent
- Salesforce.com certifications preferred
- BC/DR Industry certification (BCI, DRII, etc.) or equivalent preferred
Location
- The Professional Services Manager must be based in the United States.
Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability. sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.