Senior Manager, Professional Services - Enterprise at

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The Professional Services Director is a key role within the Services organization responsible for ensuring delivery excellence within their portfolio of projects. The PS Director will be involved in the following activities:

  • Managerial responsibility for up to two teams of Implementation Consultants, Solution Leads, Configuration Analysts, and Engagement Managers including external partner resources
  • Manage the activities of direct reports, delivery partners, and assigned project team members to achieve/over-achieve on quarterly revenue targets
  • 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 client issues raised by project team members and identify path to resolution
  • Work with Senior Engagement Managers to track portfolio project metrics for overall project health and within budget as established by Professional Services Leadership
  • Overall responsibility for delivery quality and NPS score of portfolio projects
  • Be a credible subject matter expert on the implementation methodology 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
  • Hire, onboard, and mentor new Professional Services team members
  • Create career development plans and identify stretch assignments for growth for team members
  • Interview potential Professional Services candidates
  • This position reports into the Vice President of Professional Services
  • This position requires a balance of hands on, day to day management and strategic long-term planning and vision

Knowledge, Skills, and Abilities

  • 5+ years of leadership experience leading a services delivery and/or services team and over-achieving revenue goals
  • 5+years in a client facing role, either as a Project Manager, Program Manager or a portfolio manager
  • 5+ years delivering World Class/White Glove level service to large Enterprise level clients at the leadership level
  • Experience in Agile methodology and Scrum is desired but not required
  • Excellent communications and presentation skills
  • Excellent organizational and creative problem-solving skills
  • Self-directed with the ability to identify and solve issues
  • Strong bias to action
  • Strong proposal and contract writing skills
  • Proven ability to understand, track, and optimize project health
  • 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 (both in office and virtual)

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ApexLanguages
    • D3JSLibraries
    • ReactLibraries
    • Google AnalyticsAnalytics
    • PardotAnalytics
    • TrelloManagement
    • SalesforceManagement
    • DocuSignCRM
    • SalesforceCRM
    • GongCRM
    • ZoomInfoLead Gen

Location

You can't beat the location! Our building is connected to Oglivie Station and is across the street from the Madison St. exit of Union Station.

What are Perks + Benefits

Benefits Overview

In addition to the basics such as medical, dental, and vision insurance; FSA and HSA options; commuter benefits; and 401K matching with no vesting period, we also offer monthly partial cell phone reimbursements, a wellness program, and fitness subsidies, paid volunteer time, parental leave, and more! We also offer flexible scheduling and the ability to work remotely.

Our cultural and professional development groups are employee-led, voluntary workplace networks that help foster a culture of community, including three Employee resources groups (Black/African-American; LGBTQ+; and Women), a volunteer committee, and our social activities squad. Even while working remotely, we have maintained fostering connections through virtual events such as lunch n’ learns, happy hours, and live concerts.

We have given special options and offerings during the COVID-19 pandemic in 2020 including extra paid time off, educational resources for all employees, and parental subsidies.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Fusion's social committee, which plans employee events, and Fusion Cares, which organizes community-focused give-back events, are just two ways employees can contribute to building Fusion's culture.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Diversity Employee Resource Groups
Our Employee Resource Groups are voluntary workplace networks that are employee-led. They foster a diverse, inclusive workplace aligned with the organization's mission and values.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
We offer home office stipends for necessary office supplies in order to promote a more efficient at home workspace.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
We allow our employees to participate in tours of duty within other parts of the organization to build their skills
Promote from within
Paid industry certifications

Additional Perks + Benefits

We seek to foster a supportive and nurturing environment and are proud of our collaborative, open culture! As a fast-growing company, we are dedicated to growing with our employees and adapting to the evolving workplace.

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