Manager, Professional Services

Summary

Join Entrata as a Professional Services Manager and play a key role in onboarding new clients and expanding existing ones onto the Entrata operating system. You will lead a team in executing professional services projects, adhering to company processes and policies. Responsibilities include talent development, performance management, and ensuring the team delivers a world-class customer experience. You will work closely with the Director or VP, guiding the team's execution of business objectives and acting as an escalation point for customer issues. The role requires a BS in a related field, 2+ years of experience in software implementation, and exceptional communication skills. Entrata offers a flexible and transparent culture with remote work options, comprehensive benefits, and opportunities for professional growth.

Requirements

• BS in Business Management, Finance, or related field
• Experienced services professional with 2+ years of demonstrated career/responsibility progression in software implementation or other software-related professional services
• Exposure across a variety of operational improvement initiatives related to increasing time to value and customer satisfaction/experience in software services settings
• Exceptional communication skills

Responsibilities

• Follows department/company processes and operational policies and guides a team in the successful execution of professional services projects
• Responsible for their team that performs the implementation and/or consulting throughout the implementation process of the Entrata suite of products and services
• Execute the department hiring strategy and assist with hiring recommendations
• Ride “shotgun” with the team and provide coaching
• Hold teams accountable to the department metrics such as TTV, utilization, velocity, and implemented ACV
• Ensure that each team member takes ownership of their work as defined in Workfront and department SOPs on a weekly basis and hold them accountable to time and quality-based metrics
• Continually raise the bar in terms of time to value, customer readiness, consultant productivity, and satisfaction for customers and team members
• Act as an escalation point of the business for your team’s customers and unsatisfactory deployments- coordinating internally to strongly represent the Entrata brand and expertise
• Execute the resource management plan and make project assignments based on capacity
• Conduct bi-weekly team meetings and 1:1s with team members
• Ensure that each team member knows the expectations of the role and set goals and accountability checkpoints to demonstrate work performance
• Attract and retain top talent
• Drive a culture of high-performance day in and day out. Provide actionable feedback and create/maintain high-impact talent development plans

Preferred Qualifications

• Exposure to multi-family / proptech or related industry verticals
• Experience and knowledge of ResidentVerify
• Experience with Adobe Workfront
• Strong software implementation literacy
• Lean Six Sigma Master Black Belt
• Project Management Professional (PMP)
• MBA
• Management experience

Benefits

• Flexible and transparent culture with remote and hybrid work options, generous vacation time, and frequent company recharge days for work-life balance
• Comprehensive medical, dental, and vision coverage , including fertility benefits, available for eligible employees and their families
• HSA/FSA options and employer-paid disability benefits provided for eligible employees
• Access to 401(k) or similar retirement plans with employer matching for eligible employees, ensuring long-term financial security
• Wellness initiatives promoting physical and mental well-being , access to an onsite gym at HQ, mental health resources, wellness challenges, and employee assistance programs
• Family-centric leave policies supporting new parents during significant life events
• Entrata Cares programs offering opportunities for volunteerism, charity events, and giving back to our community
• Exclusive Previ cell phone plan and discounts on services or local business partnerships for additional employee benefits
• Bi-annual swag drops for employees