Professional Services Manager

Professional Services Manager

• 24-32 hours/week
• 6-12 month contract to hire opportunity
• Company seeks a professional who wishes to grow with the business longterm
• Perfect for experienced industry professionals who seek the remote flexibility with no travel required!
• 100% Remote- Must be able to work EST hours.

Role Summary

The Professional Services Manager leads the delivery, implementation, and optimization of services for customers, ensuring successful adoption, measurable outcomes, and long‑term satisfaction. This role oversees project execution, manages a team of project managers or implementation consultants closely with Sales, Product Management, and Support to drive customer value and revenue growth.

Key Responsibilities

• Lead service delivery across onboarding, implementation, integration, and optimization projects.
• Manage and mentor a team of consultants, project managers, or technical specialists.
• Own project governance, including scope, timelines, resource allocation, and risk mitigation.
• Serve as executive‑level point of escalation for customer engagements.
• Develop standardized methodologies, playbooks, and best practices to improve delivery efficiency.
• Collaborate with Sales on scoping, proposals, and pre‑sales technical discussions.
• Partner with Product Management to relay customer feedback and influence roadmap priorities.
• Track and report on KPIs, including consultant utilization, project margin, project health, and customer outcomes.
• Drive continuous improvement in delivery quality, customer satisfaction, and operational processes.
• Support revenue growth through upsell identification, renewals alignment, and expansion opportunities.

Required Qualifications

• 5–10+ years in Professional Services, Consulting, Project Management, Customer Success, or Technical Delivery.
• 3–5+ years of people management experience.
• Strong project management skills (PMP, CSM, or equivalent is a plus).
• Experience delivering complex technical or enterprise‑level solutions.
• Excellent communication, stakeholder management, and executive‑level presentation skills.
• Ability to manage multiple concurrent projects in a fast‑paced environment.
• Strong analytical and operational mindset with experience using delivery metrics.

Required Skills

• Formulating & Drafting Services Proposals and SOWs in MS Word.
• Developing marketable presentations to client executives in MS PowerPoint.
• Developing fully costed and fully-resourced project plans using MS project.
• Developing Kanban plans in MS Planner.
• Pre-emptively setting & managing client expectations.
• Managing & meeting utilization, gross margin and non-billable resource targets.
• Managing operational & financial risks.
• Identify technical risks and work with Engineering and cloud infrastructure teams to mitigate such risks.
• Developing upsell and cross-sell opportunities with Business Development teams.
• Developing customer satisfaction and dissatisfaction scorecards and capturing relevant data to measure customer success.

Preferred Qualifications

• Prince or PIMBOK certified as project or program manager.
• Experience in SaaS, cloud platforms, or enterprise software.
• Background in solution architecture, systems integration, or technical consulting.
• Familiarity with PSA tools
• Experience scaling a services organization or building delivery frameworks.
• MBA or advanced technical degree is a plus.

Key Performance Indicators (KPIs)

• Project delivery success rate (on‑time, on‑budget).
• Customer satisfaction (CSAT/NPS).
• Services gross margin and team utilization.
• Renewal and expansion influence.
• Team performance, retention, and development.
• Reduction in escalations and delivery risks.

Reporting Structure

• Reports to: Director or VP of Business Development
• Manages: Implementation Consultants, Project Managers, Technical Specialists and Customer Support Engineers
• Partners with: Sales, Product Management, Technical Support & Customer Success, Cloud Infrastructure, Engineering (software) and QA