Manager II, Professional Services

Job Summary:

Reporting to the Director of Professional Services or Senior Professional Services Manager, the Manager II, Professional Services, is responsible for leading and managing a team to ensure successful project deployments. This includes ensuring projects are delivered on-time, within budget, and with high customer satisfaction. The role involves translating strategic objectives into operational processes, overseeing multiple complex projects, and fostering cross-functional collaboration. This position also emphasizes team development, portfolio management, and process optimization to align with organizational goals.

Responsibilities:

• Lead and oversee a diverse team that may include Project Managers, Implementation Consultants, and other roles, ensuring effective recruitment, coaching, mentoring, and performance management.

• Translate strategic plans into operational processes that impact both the team and cross-functional outcomes.

• Develop and implement strategic plans aligned with organizational objectives.

• Manage a portfolio of implementation projects, including intricate technical deployments, and support portfolio management for team members within specific product domains.

• Identify and mitigate project and customer risks proactively, visiting customer sites as needed to maintain strong relationships and project momentum.

• Conduct portfolio forecasting and analyze trends impacting project efficiency while monitoring budget health and project delivery.

• Collaborate with leadership to ensure the team’s skills meet evolving business needs and contribute to improving project management methodologies.

• Schedule projects, plan resources, manage staffing impacts, utilize metrics, and report effectively to internal and external stakeholders.

• Support complex customer implementations involving multiple product suites and assist clients in developing and executing testing plans and procedures.

• Apply extensive business knowledge to resolve significant project challenges, develop innovative solutions, and maintain alignment with professional services methodology.

• Establish and maintain control over project delivery during escalations, supporting sales processes, and participating in the creation and approval of Statements of Work and Change Orders.

• Collaborate cross-functionally with sales, customer success, product management, and engineering teams to drive internal initiatives and enhance customer outcomes.

• Provide leadership and guidance to customers on best practices, use cases, and business process improvements.

• Develop and maintain implementation approaches, business process documentation, and best-practice onboarding and training materials.

Requirements and Preferred Experience:

• Bachelor’s degree preferred, or equivalent experience demonstrating the ability to perform the outlined tasks.

• Minimum of 3 years of experience in project delivery, preferably in a SaaS environment.

• Management Experience: Proven ability to foster team culture, accountability, and professional growth.

• Excellent written and oral communication skills with the ability to collaborate effectively across cross-functional teams and with clients at all organizational levels.

• Strong leadership capabilities with a focus on strategic thinking, problem-solving, and achieving results.

• Exceptional organizational skills and ability to manage multiple initiatives with varying levels of complexity and interdependencies.

• Demonstrated ability to balance profitability with a customer-service mindset and maintain high standards of excellence in project delivery.

• Ability to understand and articulate product requirements, process logic, and architecture, as well as build and deliver functional presentations.

• Capacity to adapt to evolving product offerings and address customer needs strategically.

• Experience with government budgeting concepts, finance/budgeting solutions, procurement, permitting, licensing, asset management, or related fields is a plus.

Key Competencies

• Execution - The drive to achieve results and deliver intended, measurable outcomes for the business and our customers.

• Communication - The ability to have a positive impact on others–inspiring and persuading them to buy into the vision.

• Business Acumen - The ability to act like an owner—navigating business challenges and opportunities to deliver productive outcomes and achievement of goals.

• Team Development - The ability to build a high-performing team–focusing on cultivating top-notch talent.