Manager – Professional Services

Manager – Professional Services

Requirements

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field; or in lieu of degree, equivalent experience
• 7+ years of experience in Professional Services
• Proven track record of delivering complex technical solutions to Law Enforcement customers, ideally in both hardware and SaaS environments
• Strong leadership skills with the ability to inspire, motivate, and develop a diverse team of professionals
• Exceptional communication, negotiation, and interpersonal skills, with the ability to build strong relationships with both internal teams and external customers
• Strong problem-solving skills and the ability to manage multiple projects and priorities in a fast-paced environment
• Experience working with cross-functional teams including Sales, Product, Engineering, and Customer Success
• Technical understanding of hardware solutions, cloud-based SaaS platforms, and integration technologies.

Responsibilities

• Lead, manage, and develop a high-performing Professional Services team consisting of professional service managers
• Define, implement, and continuously improve the Professional Services delivery model to ensure scalability, efficiency, and customer satisfaction.
• Oversee the successful delivery of hardware and SaaS projects, from initial scoping and planning to execution and go-live, ensuring projects are delivered on time, and to a high standard of quality.
• Act as an escalation point for high-priority or complex issues, ensuring timely resolution and maintaining customer satisfaction.
• Collaborate with Sales, Customer Success, and Support teams to ensure a smooth customer journey from sales to implementation and post-go-live support.
• Standardize processes and methodologies for project delivery, including customer onboarding, solution deployment, and customer training, ensuring consistency across all engagements.
• Establish and track key performance indicators (KPIs) for the Professional Services team, including utilization rates, capacity, and CSAT.
• Work closely with the Product, Engineering, and Sales teams to ensure alignment of Professional Services with product development roadmaps and customer requirements.
• Collaborate with the Customer Success and Support teams to ensure customers receive exceptional service throughout their lifecycle, including post-implementation support.
• Provide feedback to product management and engineering teams on customer requirements, pain points, and suggestions for product improvements.

Preferred Qualifications

No preferred qualifications provided.