Professional Services Manager

Summary:

Responsibilities:

• Create value through specialized Professional Services that translate to immediate results while enabling customers to achieve long-term success.
• Lead customer-driven projects while putting your project management abilities to use, tasks will include the scoping level of effort, creating deadlines, holding stakeholders accountable, and time tracking
• Provide recommendations and share best practices in line with the workflows.
• Closely collaborate with clients to deliver our NetSuite solutions and CRM Implementations, which range from technical content migrations to best practices advice to reporting requirements and much more.
• Collaborate with the product development team to generate new ideas for the company's ATS product.
• Document, formalize, evolve, and share internal processes
• Create deep connections with consumers through engrossing emails and virtual meetings. Gain their trust by being clear and responsive and by proving your worth.
• Provide uniform experience, making sure that any new platform learnings are documented in order to share information with the rest of the team.
• Work together with our sales team and project managers, identifying projects that will have the greatest impact and value.
• Monitor top-tier customer problems to ensure a high level of response time and proper problem resolutions.
• Work with our delivery and technical team to tackle knowledge gaps for customers. This position requires extensive cross-collaboration!
• Maintain a positive attitude while leading a team in an efficient and productive manner.
• Anticipate your team's needs by conducting weekly meetings and ongoing implementation support.
• Understand how to make changes to the company knowledge base to anticipate the needs of your team
• Develop a standard operating procedure handbook and a marketable service catalog for customers
• Monitor the number of internal and external billable hours per week. Managing time tracking to maximize utilization rate.

Requirements and skills:

• Bachelor's degree in Business/Accounting, Finance, Management Information Systems, or a related field.
• Minimum 5+ years of hands-on experience General Ledger, AR/AP modules
• Highly preferred knowledge of NetSuite modules, know how to set up dashboards, inventory, one world, service/ARM

Experience:

• 5+ years experience in Customer Success, Professional Services, Consulting, and/or Implementation manager experience; preferably in a NetSuite or ERP  environment.
• Have strong communications skills to interact with clients and gather business requirements from end users.
• Tech-savvy, knowledgeable, and eager to learn new tools and technologies, especially in the NetSuite environment.
• Experience in providing outstanding client experiences and the capacity to communicate information in a clear and concise manner.
• Highly organized, meticulous multitasker with a track record of successfully overseeing projects and end-to-end implementation.
• Team player and be there to support, empower and mentor your peers.
• Previous CRM exposure (such as NetSuite, Dynamics365, and Salesforce) is nice to have in this role
• Demonstrated ability to work solo as well as being a strong leader, overseeing your assigned team.
• Set reportable metrics to measure and maintain the performance and utilization of the company's service department.

Details for the Professional Services Manager position: 

Meet the Recruiting Team