A Professional Services Manager oversees the delivery of consulting, implementation, and support services to clients, ensuring projects are completed on time, within budget, and to the highest quality standards. This role is critical for driving customer satisfaction, fostering long-term client relationships, and directly contributing to the company's revenue growth and reputation.
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What is a Professional Services Manager?
A Professional Services Manager is a leadership role responsible for managing a team of consultants, engineers, or specialists who deliver tailored solutions and services to clients. This position acts as a bridge between the client and the company, ensuring that professional services align with client needs and business objectives. The manager focuses on optimizing service delivery processes, maintaining high customer satisfaction, and achieving operational excellence.
What does a Professional Services Manager do?
A Professional Services Manager leads and coordinates the activities of the professional services team, including project planning, resource allocation, and timeline management. They work closely with clients to understand their requirements, define project scope, and ensure successful implementation of services. Additionally, they monitor project performance, manage budgets, mitigate risks, and provide regular updates to stakeholders. The role also involves mentoring team members, developing service strategies, and collaborating with sales and product teams to identify new business opportunities.
Job Overview
The Professional Services Manager will lead our implementation and consulting teams to deliver exceptional client solutions across various industries. This role requires a strategic leader who can drive project excellence, ensure client satisfaction, and contribute to the growth of our professional services practice in the US market.
Professional Services Manager responsibilities include:
1. Manage end-to-end delivery of professional services engagements for US-based clients
2. Lead and mentor a team of consultants and implementation specialists
3. Develop and maintain project plans, timelines, and resource allocation
4. Serve as primary escalation point for client issues and relationship management
5. Monitor project financials including budgeting, forecasting, and profitability analysis
6. Collaborate with sales teams on pre-sales activities and solution design
7. Implement and maintain quality assurance standards and best practices
8. Drive continuous improvement in service delivery methodologies
1. Bachelor's degree in Business, Technology, or related field
2. 7+ years of experience in professional services or consulting delivery
3. 3+ years of people management experience leading technical teams
4. Proven track record of managing $1M+ service engagements
5. PMP certification or equivalent project management credentials
6. Experience with enterprise software implementation methodologies
7. Strong financial acumen and budget management skills
8. Excellent client-facing presentation and communication skills
Preferred Qualifications
1. MBA or advanced degree in relevant field
2. Experience in SaaS implementation environments
3. Background in multiple industry verticals (healthcare, finance, manufacturing)
4. Familiarity with Salesforce, NetSuite, or similar enterprise platforms
5. Previous experience in consulting firm environment
6. Knowledge of ITIL or similar service management frameworks
7. Experience with remote team management across US time zones
Bonus Skills
1. Six Sigma or Lean certification
2. Experience with professional services automation (PSA) tools
3. Multilingual capabilities (Spanish preferred)
4. Published thought leadership in professional services
5. Experience scaling professional services teams from 10 to 50+ members
6. Strong network within US professional services community
7. Experience with compliance frameworks (SOC 2, HIPAA, GDPR)
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