Support and Services Manager
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Professional Services Manager (PSM)
Oversee the delivery of expert services: consulting, implementation, and technical support.
Act as the bridge between a company’s internal teams and its customers, ensuring projects are completed on time, within budget, and to the client's satisfaction.
Core Responsibilities
- Service Delivery & Project Management:
- Monitor key performance indicators (KPIs) like response times, resolution rates, and project milestones.
- Oversee the lifecycle of client engagements, from initial requirements gathering to final execution.
- Establish and enforce service standards, methodologies, andbest practicesto ensure consistent quality.
- Client Relationship Management:
- Build and maintain long-term partnerships with key customers.
- Act as a senior point of contact for escalations and complex problem-solving.
- Solicit and analyze customer feedback to drive continuous service improvement (Tekla and Field).
- Financial & Resource Management:
- Manage the Professional Servicesbudgeting, forecasting, and revenue tracking.
- Optimize resource allocation to ensure billable employees are utilized efficiently without burnout.
- Manage vendor relationships to maximize engagement and leverage resources when required.
Team Leadership & Development
- Recruit, train, and mentor staff
- Conduct performance reviews and set growth targets for team members.
- Foster a customer-centric culture that emphasizes empathy and professional excellence.
- Coach to BP Swagger sales training
- Continuous learning on how to engage customers
Essential Skills
- Strategic Thinking:Ability to develop long-term service offerings and go-to-market plans.
- Communication:Expert level in presenting to executives and leading high-stakes negotiations.
- Technical Aptitude:Deep understanding of the industry’s specific products or services
- Organization:Highly proficient in managing multiple, concurrent high-priority projects.
- Personnel Management: Ability to listen and collaborate with team member
- Education: Regularly attend conferences, webinars, event, associations
Qualifications
- Survey, 3D scanning, detailing, engineering, trades background
- Organized
- Ability to see projects from start to finish. Scope project, build workflow, test and develop go to market strategy
- Be able to travel
- Comfortable on a jobsiteUnderstanding of industry workflows and processes
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