(US) Manager, Professional Services

📋 Description

• • Lead a remote team of professional services project managers responsible for the end-to-end delivery of software solutions to customers in the Long-Term and Post-Acute Care (LTPAC) market.
• • Ensure high-quality, efficient, and profitable delivery of Professional Services by enforcing standardized processes and operational excellence.
• • Foster a collaborative team environment that promotes teamwork, accountability, and continuous service improvement across all project deliverables.
• • Build and maintain strong, lasting relationships with key client stakeholders to ensure customer satisfaction and drive long-term retention.
• • Partner closely with Sales and Delivery teams to align service offerings with client needs and support the expansion of Professional Services within existing and new client organizations.
• • Drive the growth and maturation of the Professional Services business as the company scales to meet increasing client demand.
• • Manage team performance through coaching, talent development, and performance evaluations to ensure team members meet or exceed delivery targets.
• • Collaborate with cross-functional internal teams including Product, Engineering, and Customer Success to align service delivery with product capabilities and client expectations.
• • Establish and refine service delivery standards, methodologies, and KPIs to improve efficiency, reduce risk, and enhance client outcomes.
• • Monitor project timelines, budgets, and resource allocation to ensure on-time, on-budget delivery while maintaining high client satisfaction scores.
• • Serve as the primary point of contact for escalations related to service delivery, resolving issues proactively and maintaining client trust.
• • Travel up to 25% of the time to meet with clients, attend industry events, or support on-site implementation efforts as needed.
• • Report directly to the Director, Professional Services and provide regular updates on team performance, project health, and business growth metrics.
• • Represent the Professional Services team in internal and external forums, advocating for client needs and contributing to strategic planning for service expansion.
• • Maintain a deep understanding of the LTPAC market dynamics, regulatory environment, and client workflows to ensure service solutions are tailored and effective.
• • Identify opportunities for process automation, service innovation, and scalability improvements to enhance team productivity and client value.
• • Ensure all team members adhere to company policies, compliance standards, and service level agreements in all client interactions.