Senior Manager, Professional Services

The Role
The Sr. Manager, Professional Services is a key role within the Professional Services organization responsible for ensuring delivery excellence as well as team performance for direct reports. This position reports into the Vice President of Professional Services.
The Sr. Manager, Professional Services will be involved in the following activities:

• Coaching and managerial responsibilities for assigned resources, including Project Managers, Implementation Consultants, Configuration Analysts, and other roles as assigned, including contractors as required
• Manage the activities of direct reports, delivery partners, and assigned project team members to achieve quarterly and annual metrics, including but not limited to resource billable forecast accuracy, as well as revenue and margin targets

• Collaboration with external partner resources and support of co-delivery and partner enablement
• Act as the primary point of escalation related to client accounts for both internal and external resources. Successfully manage escalations to resolution and client satisfaction, identifying path to resolution. Act as internal representative for escalation management process
• Work with project managers to ensure health of assigned projects, including budget, schedule, resources and sentiment
• Ensure delivery quality, metrics and NPS score of assigned projects
• Act as credible subject matter expert on the implementation methodology to clients and partners during the sales process

• Assist in creation and review of SOWs to ensure proposals deliver optimal value to both Fusion and its clients
• Interview, hire, onboard, and mentor new Professional Services team members
• Create career development plans and identify stretch assignments for growth for team members
• Balance of hands on, day to day management and strategic long-term planning and vision
• Ability to balance and prioritize external and internal demands for growing company, including working across multiple time zones

Knowledge, Skills, and Abilities

• 3-5+ years of leadership experience in a leadership role within professional services, consulting or delivery with proven ability to achieving assigned revenue targets
• 3-5 years in a client facing role with direct responsibility for escalation resolution and team management
• 3-5 years delivering world class/white glove level service to mid-market or larger clients at a leadership level

• Excellent communications and presentation skills
• Excellent organizational and creative problem solving skills
• Self-directed with the ability to identify and resolve issues
• Strong bias to action
• Experience with reviewing and approving SOWs with an understanding of how the team will deliver work

• Proven ability to understand, track, and optimize project health
• Experience with conflict resolution and escalation diffusion skills
• Experience supporting clients through a software implementations
• Functional and technical understanding Cloud Computing concepts and SaaS platforms
• Ability to manage distributed teams of people (both in office and virtual) and work across multiple time zones

Certificates, Licenses, Registrations

• Bachelor's degree in a technical discipline or equivalent
• Salesforce.com certifications preferred
• BC/DR/Operational Resilience industry experience and/or certification (BCI, DRII, etc.) or equivalent preferred

Location

• The ideal candidate must be based in the United States
• Up to 30% travel when permissible

This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.
Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.