Head of Professional Services

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360Learning

πŸ“Remote - Canada

Job highlights

Summary

Join 360Learning's Professional Services team as a Practice Manager, leading a team of 12-15 consultants in delivering onboarding projects and supporting sales efforts. You will manage 40-60 projects concurrently, build strong customer relationships, and oversee team performance. Responsibilities include creating engagement models, writing statements of work, conducting performance reviews, and improving pricing and packaging. The role requires extensive professional services experience, SaaS deployment expertise, and strong leadership skills. 360Learning offers a comprehensive benefits package including competitive compensation, health insurance, generous parental leave, unlimited PTO, and flexible work arrangements.

Requirements

  • Minimum of 8 years of professional services experience and at least 3 years as a practice manager
  • Previous deployment experience of SaaS products, ideally HR related
  • Previous experience in leading delivery teams & monitoring delivery KPIs (including financials)
  • Understanding and experience working with APIs based integrations, SSO, data and content migration, technical customization & troubleshooting
  • Deployment and management of a dedicated Professional Services tool
  • Solution-oriented; a client-first mindset in everything you do
  • Ability to adapt to your audience; flexibility in tackling a conversation with highly technical stakeholders and reducing complexity to more common terms with less technical stakeholders
  • Bachelor's degree or equivalent

Responsibilities

  • Support Sales to present our PS offering and provide quotes and statements of work
  • Engage with customer executive sponsors from sales to go live to ensure we build a strong long-term relationship
  • Manage a team of consultants working from their home office all over the country
  • Managing between 40 and 60 onboarding projects at any given time across North America
  • For each customer onboarding, create an engagement model
  • Partner with our Sales team on calls with Enterprise customers to explain how our onboarding is delivered
  • You will also scope the level of effort for the customer onboarding, write SOWs, and present offered services to new customers
  • Manage a team of 12-15 consultants
  • Conduct performance reviews, help with goal setting, and lead hiring and training of new employees
  • Build and maintain a capacity plan to ensure that we match the onboarding capacity needed to support our growth
  • Ensure that all time cards and project statuses are updated every Friday
  • Continuously improve our pricing and packaging to meet the needs of clients across all market segments
  • Track hours spent by project type and work with the sales coaches to ensure packaging meets their go-to-market needs
  • As a new project, you will implement a model where some of our Large Enterprise customer implementations will be delivered by partners
  • You will be in charge of the onboarding of the partners and the ongoing support

Benefits

  • Pay structure includes base salary, variable incentive pay, and company equity
  • Comprehensive medical, vision, and dental insurance
  • RRSP matching starting from day 1
  • Generous parental leave
  • Professional development opportunities through our own platform
  • We offer unlimited days of annual PTO
  • 5 days for sick leave
  • Holidays following the Ontario calendar
  • We are a remote-first organization and promote flexible work hours

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