Senior Manager Professional Services

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The Role 

The Senior Manager of Professional Services will be responsible for leading and managing a team of Implementation Consultants, Technical Project Leads, and Project Managers, including external partner resources and consultants, ensuring the successful delivery of Fusion's software implementation and enhancement projects. This individual will play a critical role in driving customer satisfaction, revenue growth, and operational excellence within Fusion's professional services organization. The successful candidate is a strategic thinker, strong leader, can scale the team to meet growing business needs, and possesses exceptional client relationship management skills. 

Key responsibilities of this role: 

Leadership and Team Management 

  • Lead and mentor a team of billable professional services resources, providing guidance, coaching, and support to ensure their individual and collective success 

  • Set clear objectives and performance expectations for the team, fostering a high-performing culture of accountability and continual learning 

  • Collaborate with team members to create development plans focused on skillset expansion in line with individual goals, product feature expansion, and forecasted pipeline 

  • Develop and maintain proactive cross-functional partnerships with Account Management, Product Management, Product Marketing, Customer Success, Engineering, and Support to ensure a holistic approach to delivering client projects that maximize customer value 

  • Continuously evaluate and improve professional services processes, methodologies, and tools to enhance efficiency and effectiveness 

  • Collaborate with management and leadership within Professional Services to drive strategic initiatives and foster ongoing improvement and growth within the teams 


Project Governance and Delivery 

  • Maintain a working knowledge of all Fusion-supported products and technologies 

  • Collaborate with Sales, Account Management, and Deal Architecture to understand client requirements and project scope 

  • Act as a project sponsor to provide oversight and governance, including tracking of key metrics for project health, budget, and risk 

  • Monitor project progress, identify and mitigate risks, and escalate issues as necessary to ensure successful project outcomes 

  • Serve as the primary point of escalation for a portfolio of projects for both internal and external resources 

  • Develop and maintain strong relationships with key project stakeholders, including clients, partners, and internal teams, to ensure alignment, project success, and client satisfaction 

Knowledge, Skills, and Abilities 

  • Minimum of 8 years in professional services as a project manager, program manager, or portfolio manager, with at least 4 years in a senior manager role 

  • Exceptional leadership and management skills with a track record of building and developing high-performing, customer-facing teams 

  • Solid executive presence with demonstrated experience presenting to C-suite or senior executive stakeholders 

  • Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with clients and internal stakeholders 

  • Strong bias to action 

  • Strategic thinker with the ability to drive professional service initiatives and achieve business goals 

  • Analytical mindset with the ability to leverage data and metrics to identify trends, insights, and improvement opportunities 

  • Ability to work well independently and in a team environment 

  • Strong project management skills, with a proven track record of successfully delivering multiple simultaneous, complex projects, preferably in a SaaS environment 

  • Positive, client centric attitude 

  • Experience managing escalations with well-developed problem-solving skills and ability to drive execution of potential solutions 

  • Strong functional and technical understanding of Cloud Computing concepts and SaaS platforms, with experience in the Salesforce ecosystem preferred 

  • Demonstrated ability to manage distributed teams of people 

  • Ability to make sound decisions based on customer needs and product knowledge 

  • Willingness to travel up to 25%


Qualifications (Education and Certifications)

  • Bachelor's degree in business, technical discipline or equivalent; advanced degree preferred 

  • certifications preferred 

  • PMI or Six Sigma certification preferred 

  • BC/DR Industry certification (BCI, DRII, etc.) or equivalent preferred 


Milestones for the First Six Months 

In one month, you'll:

  • Get to know and assess current individual contributor talent on your team

  • Meet with leadership colleagues in these areas: Account Management, Professional Services, Support, Product, and Solution Engineering 

  • Familiarize yourself with Fusion's implementation methodology, processes, and tools 

  • Review ongoing projects, identify any immediate risks or isses that require attention, and collaborate with project team to determine remediation plan 

In three months, you'll:

  • Develop a comprehensive understanding of Fusion's client base, their needs, and the competitive landscape 

  • Engage as the project sponsor for ongoing client projects, ensuring they are on track, within budget, and meeting client expectations 

  • Drive team engagement and execution against KPIs and goals 

  • Manage all client escalations to successful resolution 

  • Gain an understanding of the Fusion Framework, Customer Journey, and product strategy 

In six months, you'll:

  • Review and assess the current professional services delivery process, identifying areas for improvement and efficiency gains 

  • Contribute to the overall strategic planning and direction of the professional services organization, working closely with senior leadership to drive revenue growth and operational excellence 

  • Attend at least one Fusion event (Regional User Group [RUG], Community Exchange, etc.) 



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

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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.

An Insider's view of Fusion Risk Management

How would you describe the company’s work-life balance?

Fusion puts its employees and their wellness at the forefront by providing several ways to help maintain a great work-life balance. My personal favorites have to be the flexible work schedule and Summer Fridays. With initiatives like Fusion Cares, I also have the option to spend up to 12 hours of work time giving back to the the community.


Sr. Solution Architect

What does your typical day look like?

My days involve collaborating with multiple teams on a variety of activities. One minute I will be designing features with our engineers, the next I might be developing our product roadmap with product management or advising our customers and implementation teams on using our platform. Every day brings new challenges and rewarding opportunities.


Technical Architect

How does the company support your career growth?

Fusion provided me with multiple opportunities to learn and cultivate new skills and continues to support my growth at a professional and personal level. Fusion offers a fun, dynamic environment, that has allowed me to explore challenging assignments to expand my skill set and play a pivotal role for the rapid growth of the company.


Director of Technology Evangelism

How do you empower your team to be more creative?

Collaboration and team brainstorming sessions are key when it comes to empowering creativity. Open and transparent lines of communication with your teams provides them with the flexibility to share ideas and gather feedback on their projects. Lastly, always celebrate the wins, even if they are small.


Vice President, Marketing

What’s the vibe like in the office?

Family-oriented. We take care of each other as family and truly show it on a daily. Your interests are our interests. There's always something to connect us.


Project Manager

What are Fusion Risk Management Perks + Benefits

Fusion Risk Management 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.

Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
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
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Performance bonus
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
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
Job training & conferences
Lunch and learns
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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