Remote Manager, Services Delivery

Summary

Join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! As the Manager of Services Delivery, you will build and oversee a team of Implementation Consultants and Project/Program Managers  and be responsible for the operational and financial aspects of professional services delivery.

Requirements

• 5+ years of experience in professional services, preferably in a SaaS or e-commerce technology company
• Proven track record of managing and scaling professional services teams with strong financial accountability
• Experience achieving revenue and utilization targets, with expertise in financial forecasting and project budgeting
• Strong understanding of SaaS implementation processes and methodologies, and a customer-centric approach to service delivery
• Excellent project management skills, with the ability to manage multiple projects and cross-functional teams simultaneously
• Strong leadership skills with a proven ability to coach, mentor, and develop a high-performing team
• Exceptional communication and interpersonal skills, with the ability to collaborate with internal teams and external stakeholders

Responsibilities

• Ensure team attainment of utilization and revenue aligns with department goals
• Oversee delivery teams assigned to customer engagements
• Ensure delivery quality and customer satisfaction, serving as the first point of contact for resolving customer escalations
• Lead, mentor, and manage the professional services team, providing coaching, guidance, and performance feedback
• Oversee the end-to-end delivery of projects, from scoping and planning to execution and post-launch support
• Collaborate with the sales, customer success, and product teams to ensure alignment between client needs and solution delivery
• Develop and implement scalable professional services processes and frameworks to improve efficiency and client satisfaction
• Partner with the Resource Management team to ensure team workloads are balanced and skills and interests are matched to project opportunities
• Manage client relationships, acting as a trusted advisor to ensure their success and long-term partnership with our platform
• Monitor and manage project budgets, ensuring projects are delivered within scope, on time, and on budget
• Conduct forecasting and financial analysis for services delivery, providing accurate revenue and resource planning
• Drive continuous improvement efforts in service delivery, identifying opportunities for process optimization and enhanced client outcomes
• Provide regular reporting on project and team performance, tracking key metrics such as customer satisfaction, project health, revenue attainment, and financial targets

Benefits

• Competitive Salary
• Equity
• 401 (k)
• Unlimited Vacation
• Full Benefits: Medical, Dental, and Vision Insurance
• Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
• FSA: Medical, Commuter, and Dependent Care
• HSA: Tax-advantaged Medical Savings Account
• 16 Week Paid Maternity & 10 Week Paid Parental Leave Program
• Referral Bonuses