Practice Manager, Professional Services

d templates for pre-sales through delivery experience.

• Support the Services Solutions Manager on pursuits based on knowledge from previous project/customer experiences.

• Mentor and provide coaching to consultants and project managers.

• Manage and build client relationships with key decision makers from project inception to post-implementation; ensure customer satisfaction.

• Manage account and customer escalations; facilitate on-site client meetings where needed; articulate issues and resolution options clearly and succinctly.

• Monitor on-site and remote day-to-day activities between client and CSOD personnel during the projects.

• Interact with account managers, sales, support, success, product engineering, and product management to ensure organizational continuity.

• Review weekly status reports and project updates that are within your portfolio. Communicate any escalations or risks that can cause escalations to the Regional PS Leaders.

• Provide pre-sales support to the Services Solutions Managers and look for opportunities to upsell to existing customers who are in flight on projects or recurring services.

• Assume areas of ownership within the Professional Services department for internal and external development of staff, processes, procedures, methodologies, and areas of excellence.

• Hire and train staff for project delivery while managing billable & productive utilization KPIs for your team.

• People Management - Mentoring and coaching a team of direct reports.

• Plan and manage services project/portfolio schedules and budgets.

• Drive best practices adoption and continuous improvement initiatives.

You've Got What It Takes If You Have:

• A minimum of 3-5 years' experience managing Software as a Service (SAAS) implementation/deployment in a portfolio leadership role.

• Proven track record of developing and maintaining profitable and referenceable customer relationships.

• Confirmed experience in proactively identifying, assessing, and mitigating risks during project execution; managing delivery of projects; identifying, developing, and closing services engagements.

• Demonstrate and ensure timely and thorough communication of strategy, deliverable status, and results.

• Experience in measuring the progress of projects against established objectives such as revenue, expense management, utilization metrics, delivery quality, and customer satisfaction.

• Exposure to monitoring results and taking corrective action to ensure the achievement of the objectives within budget.

• Have experience as an escalation contact for implementation issues with the customer decision-maker for resolution.

• Excellent communication skills both written/oral; excellent presentation and facilitation skills.

• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

• Consideration for privacy and security obligations

Extra Dose of Awesome If You Have:

• Strong understanding of HR processes and talent management practices.
• Technical Degree preferred, Computer Science degree a plus.
• Project Management Professional (PMP) certification is a plus (or willingness to work towards).
• Experience with Salesforce (SFDC), MS Project, Smartsheet, Kantata or other PSA.
• Pre-sales support experience.