Manager, Professional Services

2 weeks ago

Toronto, Canada Edsembli Inc. Full time

Edsembli is seeking a keen individual to join their Client Management Services department as the Manager, Professional Services. The company is a specialized software solutions vendor that provides a cloud administrative platform for the K-12 education sector. It serves over 1.4-million students across North America, providing Human Resources and Payroll software, Financial Management software and a Student Information System.

This role provides the opportunity to:

- Join a small, talented and driven Software as a Service product company
- Build a multifaceted services organization that drives revenue and contributes to the profitable growth of the Services organization
- Engage with the senior leadership team and contribute to the overall strategy and direction of the company

**Responsibilities**:
As the Manager, Professional Services, your role reports to the Senior Director, Client Management Services, and makes a major contribution to Edsembli’s performance by:

- Managing the Professional Services team and overseeing their objectives, processes, and metrics to deliver extraordinary client service experiences
- Providing clear direction on goals to all team members, coaching people to ensure that collectively, client expectations are met and exceeded
- Working as part of the leadership team to build a portfolio of service offerings, including development of new service offerings and performance of existing offerings as measured by revenue, delivery reliability, and customer satisfaction
- Sharing hands-on technical preparation and presentation work for key accounts helping sell on the value of what Edsembli professional services has to offer
- Working closely with other members of the Client Services team to prioritize and monitor internal and external deliverables; ensuring activities are completed on schedule with excellent quality outcomes
- Developing processes so that the Professional Services team can continually leverage and grow to become trusted advisors to customers
- Identifying and acting on opportunities to improve the customer experience via innovative services/training offering
- Working together with our sales organization to propose, scope, and price professional services offerings
- Ensuring a robust closed feedback loop that embraces continuous improvement and iteration
- Providing leadership and guidance to coach, motivate and lead the Professional Services team members to their optimum performance levels and career development
- Ensuring delivery model is focused on quality, cost effective delivery of services, and customer success outcomes

**Required Qualifications**:

- 5+ years of experience managing, leading and/or delivering professional services teams with the ability to modify your management style to meet the preferred style of your team members
- 3+ years’ experience onboarding and implementing new clients in a fast-paced SaaS company
- Conceptual understanding of ITIL, PMP and data standards
- Experience managing technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners
- Proven ability to effectively interact with and influence senior executives and team members
- Exceptional written/verbal communication and presentation skills
- Team player with strong interpersonal skills, skilled at project management and cross-functional collaboration
- Experienced in giving and receiving constructive feedback
- Ability to thrive in a fast-paced environment

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