Sr. Manager of Professional Services – Full-time Perm Are you an assertive, "take-charge” type of leader ready to build the future of a department? If so, let's talk! As a Senior Manager of Professional Services, you'll be leading a 20+ person team of implementers and

 Sr. Manager of Professional Services – Full-time Perm
Are you an assertive, "take-charge” type of leader ready to build the future of a department? If so, let's talk!
As a Senior Manager of Professional Services, you'll be leading a 20+ person team of implementers and project coordinators/managers to ensure our customers are ready to utilize our suite of products. Excellence is in your blood and you won't settle for less from your team. This will require you to make some tough decisions, but you'll ask for forgiveness later since deep down your decisions are right for the customer and for the organization. More than just "being a manager”, you'll inspire and advocate for best practices within our Professional Services team and grow Client to the next level.
To help set you up for success, we created a profile on what the performance expectations are for the role. If you're aching to take on your biggest leadership challenge yet, now's the time to join a 10x "Best Companies to Work For in Texas” organization.
Note: The ideal individual will have a combination of BOTH implementation experience and management/leadership experience.
Month 1

  • Conduct a 30-minute whiteboard presentation to the executives from memory on at least 5 major points of how each of our 5 major software solutions help our customers solve their business problems
  • Conduct a 30-minute whiteboard presentation to the executives from memory that maps out our existing Implementation process for each software solution
  • Create a compelling pros and cons argument for Net Promoter Score(NPS) and demonstrate your opinion in a 20-minute whiteboard presentation
  • Present to the executives the current process for onboarding a new implementation employee and offer 5 opportunities for improvement. At least 2 of them must be implementable within 30 days
  • Answer the Clients Modeling Good Behaviors questionnaire and have your manager review your response; adjust your answers until you meet the expectation
  • Attend one 2-day in-house implementation planning session and write a 500+ word paper on what you thought went well and what you thought could be improved and why.  Present and explain your paper to the executives.
  • Schedule weekly 1-on-1 meetings with your manager to solicit feedback and discuss your progress

Month 2

  • Build a gap analysis showing the strengths and weaknesses of your people in their current roles
  • Come up with a plan for improving the current implementation process by the end of the month
  • Study our ROI calculator for HeavyJob and the current ROI arguments. Evaluate which of these ROIs are achievable and which ones are impossible to achieve; present your reasoning to the executives
  • Present and explain to the executives the 2017 Implementation product portfolio including an implementation cost analysis and gross margin for the various products and the Department. Then show proposed pricing and anticipated gross margins for 2018 on all Implementation products and the Department
  • Evaluate the current use of video conferencing in implementation; present to your manager how it works and what can be improved to increase video implementations and thus reduce travel
  • Evaluate the challenges and risks in the way we work with our contract trainers and present to your manager 10 ideas for improvement
  • Schedule weekly 1-on-1 meetings with your manager to solicit feedback and discuss your progress

Month 3

  • Develop and present a plan for your people to fill their skill gaps based on your analysis of them from month 2
  • Develop a plan for how we are going to manage our implementation to achieve the ROIs you selected in month 2 and present your plan to the executives
  • Source 2 more Implementation Specialists to be ready for on-site assignment within 3 months
  • Increase the number of video conferencing implementation by 25% over the average number during the past 3 months
  • Go on-site for one 2-day implementation with a customer and give a 30-minute report to the executives and a 12-minute lunch meeting presentation to all Clients employees discussing how the implementation went and how it benefited the customer as well as any issues

Month 4

  • Put in place metrics for at least 5 of the Heavy Job ROI calculator items
  • Present ROI for the current customer success Client budget and provide a compelling argument on how you would increase the capacity of the department
  • Review Workfront, demonstrate the efficiencies we have gained including our ROI to the executives, and provide a gap list of what has not been accounted for as well as how you would plan to fill these gaps.

Month 5

  • Put in place the metrics for the rest of the Heavy Job ROI calculator items
  • Present your one year strategic plan for customer success to the executive team
  • Present your one year strategic plan for professional services to the executive team
  • Provide a scalability plan for Clients professional services that would account for doubling our annual sales revenue in 3 years

 

 

Recruiter: Lynn Downs

Position Type: Direct Placement
Experience Level: 10 Years

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To apply for this job email your details to ldowns@decideconsulting.com