We are looking for an ambitious Professional Services & Support Manager to work for a risk compliance and safety software platform and mobile software provider. The purpose of this position is the management for scaling up and optional performance in supporting the software product. This is an exciting opportunity in a new start-up department to recruit and manage people, create new processes and implement tools creating an outstanding capability and reputation.
This position would suit an experienced PS Manager, Consulting Manager or Application Software Project Manager (ERP, WMS, Field Service, Accounting, MRP or similar complex software) who has worked for a SAAS product or consultancy and is looking for a career promotion with more accountability, autonomy and control.
You will have probably worked as an Implementation Consultant and have managed a team of consultants, you will know the issues involved with project work, travelling to client sites and the challenges of the implementation role.
You will work with the Implementation process through the discovery and scoping stage to plan the implementation strategy and allocate people. Your background will have also been in software implementation with team management or consultancy management experience, within an enterprise application software consultancy environment.
You will act as the link between the client and the consulting team, managing the change, creep, scope change, chivvying the client along, corralling the team, managing their diaries and keeping the client happy and informed. What the Professional Services Manager will do, is consulting, requirements, training, software implementation and go-live.
Key Responsibilities • Lead and manage all activities within the Support and Onboarding Teams. • Work with Sales and Customer Success teams to ensure that all work is managed and delivered effectively to ensure the best possible customer experience in line with the business SLA’s. • Identify, map and document all Support & Onboarding processes to ensure the efficient running of the Support & Onboarding functions. Ensuring a seamless customer experience. Implement any new processes, following approval from the Director of Customer Success. • Maintain an ethos of continual improvement to ensure that all processes, tasks, and generally all work is being delivered in a time and cost-effective manner - for example, review of support tickets to identify any trends, review of clients active within onboarding with a view of helping improve customers success’, whilst liaising with the Director of Customer Success to ensure any viable solutions are included in appropriate sprints. • Maintain a comprehensive KPI dashboard for the Support & Onboarding and ensure these are used effectively - for example, average ticket response time, average call time, agent inbound and outbound, customers in onboarding and their status.. Ascertain trends in Case Types for continual improvement. • Ensure regular use of reporting e.g. new deals from Sales, know what accounts are active during onboarding, who the top accounts are and what their status is and ensure this is known across the delivery team. Actively monitor team performance through the use of reports and dashboards. • Create a system to collect and review customer feedback on all support and onboarding interactions, monitor this regularly, and feedback to the Customer Success, Product and Customer Experience as appropriate. • Be the point of escalation for all priority one client issues, working closely with the Platform and Customer Success teams to ensure customer responses are being handled quickly and efficiently. Create incident reports to be shared internally and externally. • Act as the point of escalation with any customer/other operation issues to ensure these are resolved in a timely manner and any learnings are fed back. • Review and Feedback for Training on areas of common cases to ensure training can be used to minimise case volumes. • Manage the Support & Onboarding Team through KPI’s and appraisals, providing regular feedback during 1-2-1’s and developing individuals within the team. • Identify skills gaps/weaknesses and ensure there is a clear plan to provide training and support to address their needs and provide better career progression. • Manage holiday and sick leave for both teams, in relation to the employee handbook. Along with conducting interviews, reviewing team resources and managing the overall hiring process. • Maintain a good understanding of the risk compliance safety technology sector and have overall commercial awareness for the business. • Have a high level of communications skills which can be used to help develop the Support Team. Be the voice of the Support across the business, ensuring efficient interdepartmental communications. • Be accountable for the accurate billing of all client installations and usage. Ensure monthly checks are carried out and implementations are reviewed on an ongoing basis e.g. overages sheet, non vs billing for bundled packages • Drive a culture of positive hard-working behaviour and customer-first across the team. Leading the team by setting a professional example always in behaviour, attitude and results.
The company sells and implements fully flexible, customisable software that is cloud-based and works seamlessly on mobile. It covers compliance management, risk management, incidents and much more. You will have the chance to handpick your new team as the workload increases and client Acquisitions grow currently we have 5000 daily users.