Manager, Professional Services

Company: DECISIONS.COM
Location: Chesapeake
Posted on: February 14, 2021

Job Description:

Who we are: Decisions, founded in 2010 and headquartered in Chesapeake, VA, is a fast-growing, private-equity backed technology company that provides the only seamlessly integrated workflow and rules platform for business process automation. Decisions is trusted by some of the most well-known and respected Fortune 500 companies and SMBs around the world including Pfizer, Rite Aid, Staples, and American Express. By using Decisions' no-code BPM platform, customers across industry verticals are empowered with the ability to rapidly automate and transform their business processes, improve operational efficiency, and drive company results, regardless of technical skillset.
In this role, you will be a key member of the Professional Services leadership team, helping to grow and manage an important team that our customers rely on for successful and excellent custom software implementations.
The successful candidate is a natural leader who is capable of scaling a professional services team, enjoys nurturing customer relationships, and is effective at structuring teams to deliver custom software for their customers. If you thrive in a high growth environment and are passionate about mentoring a team of top performers, this could be the opportunity for you.
How you will contribute:

• Partnering with external clients and internal Decisions teams to translate client requirements, objectives, and goals into actionable designs and build plans that can be delivered against.
• Own client implementation service delivery providing management and oversight of implementation projects and staffing including project assignments, capacity planning, and project profitability. What You'll Do:
  • Managing multiple engagements and providing oversight for our customers, with a focus on the delivery of scope on time, within budget, and with high-quality outcomes
  • Setting clear expectations with internal and external team members, and holding them accountable for deadlines and project deliverables
  • Serve as a critical advisor to the team as an Implementation leader and help to set the direction for the implementation and professional services team
  • Managing customer escalations, diagnosing project issues and risks, developing contingency plans, and implementing changes to drive risk mitigation
  • Actively managing project financials, including team utilization, budget vs actual hours, project margin, travel, and other expenses
  • Reporting regularly both internally and externally on project status, milestones, KPIs, accomplishments, and deliverables
  • Identifying, communicating, and working with sales to develop opportunities identified during project execution, collaborate on the creation of proposals, estimates, change orders, and new statements of work
  • Hiring, developing, mentoring, and managing your team in an efficient & effective manner to meet rapidly increasing demands for services
    What You'll Bring:
    • Bachelor's degree in any discipline (STEM degrees preferred though not required) with strong academic performance; Advanced degree or MBA is preferred though not required
    • Minimum of 5 years of professional services management experience.
    • Requires demonstrated record project-management/program-implementation and/or consulting experience managing and supporting enterprise software businesses
    • Prior experience in a leadership role managing a 25+ person and growth team, with proven ability to recruit, hire and lead a high-functioning Professional Services team
    • Demonstrated experience in planning and managing at strategic and operational levels
    • Track record of successful solution delivery with demonstrated success managing multiple complex projects, juggling competing priorities, and meeting deadlines
    • Independent, adaptable and can thrive in a fast-paced environment
    • High integrity, respect, and honesty - true team player
    • Excellent written, verbal, and interpersonal communication skills with an acute ability to listen attentively and to communicate effectively throughout all levels of the organization
    • Superior project management, organizational, and time management skills
    • Strong team builder, collaborator, and influencer, with the ability to drive results independently and through others
    • Proven ability to learn new products and processes
    • Ability to be creative and innovative when ad-hoc solutions are needed
      What we offer:
      • 401K
      • Medical, dental, and vision coverage
      • Work-life balance with generous paid time off
      • Paid lunches
      • Personal career and skill development opportunities
      • Employee Assistance Program (EAP)
      • Dedicated and passionate co-workersWe are proud to be an EEO/AA employer EOE/M/F/Disability/Vet. We maintain a drug-free workplace and perform substance abuse testing.
        We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

Keywords: DECISIONS.COM, Chesapeake , Manager, Professional Services, Executive , Chesapeake, Virginia