Manager of Professional Services
3 weeks ago
Under supervision of the Professional Services Director, this role will be responsible for leading and managing assigned staff to ensure that the projects within their portfolio are deployed on-time, on-budget, and with high customer satisfaction by working with the project team to accurately forecast their projects. In addition, this role will be responsible for the training and development of assigned staff. Responsibilities:
- Lead and oversee a team that can consist of Project Managers, Implementation Consultants, and other job roles as assigned at OpenGov throughout their career journey, including recruitment, coaching, mentoring, and performance management.
- Participate in the development and implementation of strategic plans.
- Manage an implementation project portfolio, including intricate technical deployments, and support portfolio management for team members operating within a specific product domain.
- Identify early signs of project and customer risks, develop suitable risk response strategies, and visit customer sites to maintain relationships and project progress.
- Conduct portfolio forecasting, monitor budget health and project delivery, collaborate with leadership to ensure team skills meet business needs, and analyze trends impacting project efficiency.
- Schedule projects, plan resources, manage impacts on staffing, utilize metrics, and report effectively.
- Obtain a solid understanding of product requirements and customer problems.
- Support complex customer implementations involving multiple product suites.
- Assist clients with developing and executing testing plans and procedures.
- Apply extensive business knowledge to tackle significant project issues, contribute to project management methodology development, innovate in a dynamic environment, and ensure that project managers and consultants possess essential skills for successful customer deployments.
- Establish control over project delivery internally and externally during escalations, participate in the sales process, and support the creation and approval of Statements of Work and Change Orders.
- Support cross-functional internal initiatives across the sales, product management and engineering organizations.
- Participate in planning, estimation and providing inputs on required development tasks.
- Provide leadership and guidance to customers on best practices and use cases to support a variety of business needs.
- Develop implementation approaches aligned to professional services methodology, business process documentation, and best practice training material.
- Bachelor's degree preferred or commensurate experience demonstrating the ability to perform the above task; Prior experience in a people management role is highly desirable
- 3 years of project delivery experience in a SaaS setting.
- Experience working with clients at all organizational levels with a high degree of professionalism and business acumen.
- Excellent written and oral communication skills with a demonstrated ability to work with cross-functional teams.
- Strong leadership skills, with emphasis on fostering team culture, accountability, development, and growth.
- Strategic thinker with a history of effectively solving problems and tenaciously following through to ensure client success.
- Results-oriented with strong people and time management skills, highly organized, motivated and driven to succeed.
- Ability to learn domain, products, and project delivery effectively.
- Ability to articulate process logic and architecture including building and delivering functional presentations.
- Teamwork-oriented with a strong focus on customer satisfaction and business development.
- High standards of excellence in work product with strong attention to detail.
- Strong ability to understand and conceptualize product suite processes and procedures.
- Proficient in analytical thinking, system perspective, process analysis, initiative, innovative thinking, and translating details into a broader view.
- Capacity to adapt to evolving products and address customer needs strategically.
- Strong track record of motivating self and teams toward excellence.
- Demonstrated ability to balance profitability with customer-service mindset.
- Experience with government budgeting concepts, finance/budgeting solutions, procurement, permitting, licensing, asset management or other related fields is advantageous.
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