Manager of Professional Services

3 weeks ago

Vancouver BC, Canada Maximizer Full time

About the Role:

Maximizer is currently seeking an innovative, strategic, and collaborative Manager of Professional Services. This role embodies player-coach leadership by directly contributing as well as working close with the VP of Technology Operations & CIO, to help lead a team of Service Delivery and Customization Services Engineers. It requires engagement with multiple internal stakeholders across Sales, Customer Account Management, IT, Engineering, Product Management and Product Marketing. You will also work directly with Maximizer customers and partners. To succeed in this role, you must be innovative, strategic, tactical, and a strong communicator - both defining vision, driving change and delivery. You should have a bias towards action.

What You’ll Do:

  • Effectively lead solution design by supporting your team in identifying, designing, and managing the business solution.
  • Lead customers and team members in collaboration sessions to drive towards the optimal solution.
  • Support your team in requirements gathering, configuration, customization, reporting, testing, and user training.
  • Champion process improvement initiatives and identify ways for the team to evolve and innovate.
  • Coaching and mentoring team and ensuring quality assurance through adherence to best practices.
  • Develop and deliver data-driven consulting recommendations based on industry and segment-best practices.
  • Identify new Professional Services opportunities with existing customers. Serve as a post-sales solutions engineer with the ability to explain value-added features and services, and close deals.
  • Coordinate with internal and external stakeholders to ensure projects remain within scope, schedule, and defined budgets and, when necessary, adapt to ensure that the project team adheres to project requirements.
  • Lead and mentor a team of Professional Services engineers, to deliver Projects on time on budget and within scope
  • Weekly monitoring and reporting ring of team utilization rates, as compared to target
  • Be an escalation point for internal and external clients
  • Establish and maintain relationships with appropriate customer stakeholders, providing day-to-day contact on solution delivery status and changes.
  • Maintain up-to-date knowledge of, and compliance with, internal processes and procedures.

Who you are:

  • Bachelor’s degree in a related field or a blend of post-secondary education and relevant experience.
  • 6+ years of experience in a B2B customer-facing role
  • 4+ years of experience in SaaS (software as a service)
  • 2+ years of experience leading SaaS consulting/professional services/implementation management.
  • Experience with CRM technology would be a definite asset.
  • Sound understanding of small to enterprise sized customer implementations.
  • Direct experience with project management fundamentals; current or in-process PMP or other equivalent certification would be an asset, though not required.
  • Experience with people leadership, mentorship and coaching.
  • Exceptional organizational skills and attention to detail, with the ability to operate effectively in a matrix environment.
  • Excellent communication and interpersonal skills, including experience successfully delivering presentations and managing meetings.
  • Ability to handle various projects simultaneously; adapts quickly and easily while managing competing priorities.
  • Outstanding customer-facing skills with a history of building strong relationships with customers and colleagues.
  • Takes the initiative and ownership – proactive, results-oriented, with a can-do attitude in meeting critical deadlines.
  • Technical acumen with experience adopting and leveraging various tools and software; experience with tools like Mavenlink, Confluence, HubSpot, Jira, Zendesk would be a definite asset.

Why you should apply:

💰 Competitive Salaries with RRSP matching program

🏝 Generous paid vacay and sick days

💻 A powerful Laptop

📚 Budget for courses, books, and personal development

❤️ Peer to peer recognition and rewards

🍹 Team building events, happy hours, and off-sites

🧒🏻 Parental leave benefits

About Maximizer

Maximizer was launched in a garage on Vancouver Island in 1987, evolving through the development of early contact management systems (CMS), through sales force automation (SFA) technologies, right to today’s sophisticated customer relationship management (CRM) systems.

Along the way, we have pioneered many of today’s technologies. Over this 30-year history we have attracted over 100,000 customers from around the world, and 1 million users.

Today, we are one of the few CRM providers in the world who can deploy our software in all three environments of on-premise, private or shared cloud, while providing access via a desktop/laptop, via a mobile device, or using the Maximizer app.

Ultimately, however, we are successful because for over three decades we have proven we know how to help customers do three things: secure new customers; retain them for the long term; and maximize the repeat business from them.

Equal Employment Opportunity:

If you’re interested in a career with Maximizer CRM and are committed to striving for excellence, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

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