As a Practice Manager within Professional Services, you will assist Practice Directors/Regional PS Leaders with managing Professional Services. You will be accountable for Cornerstone's growing customer and partner base on the design, implementation, and ongoing support of the full suite of products and services. You will also manage and handle project or account escalations and provide pre-sales support when needed. You will be responsible for ensuring on-time, high-quality deliverables and high levels of client satisfaction. You will be responsible for mentoring project team members in all facets of project governance including developing project scope, timelines, budgets, and deliverable schedules. You will also identify opportunities with existing customers for additional services.
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In This Role You Will:
• Help build Practice by establishing processes, procedures, and templates for pre-sales through delivery experience.
• Support the CEM on pursuits based on knowledge from previous project/customer experiences.
• Mentor and provide coaching to consultants and project managers.
•Manage and build client relationships with key decision makers from project inception to post-implementation; ensure customer satisfaction.
• Manage account and customer escalations; facilitate on-site client meetings where needed; articulate issues and resolution options clearly and succinctly.
•Monitor on-site and remote day-to-day activities between client and CSOD personnel during the projects.
• Interact with account managers, sales, support, success, product engineering, and product management to ensure organizational continuity.
• Review weekly status reports and project updates that are within your portfolio. Communicate any escalations or risks that can cause escalations to the Regional PS Leaders.
• Provide pre-sales support to the CEMs and look for opportunities to upsell to existing customers who are in flight on projects or recurring services.
• Assume areas of ownership within the Professional Services department for internal and external development of staff, processes, procedures, methodologies, and areas of excellence.
• Hire and train staff for project delivery while managing billable & productive utilization KPIs for your team.
• People Management - Mentoring and coaching a team of direct reports.
• Plan and manage services project/portfolio schedules and budgets.
• Drive best practices adoption and continuous improvement initiatives.
You've Got What It Takes If You Have:
• A minimum of 3-5 years' experience managing Software as a Service (SAAS) implementation/deployment in a portfolio leadership role.
•Proven track record of developing and maintaining profitable and referenceable customer relationships.
• Confirmed experience in proactively identifying, assessing, and mitigating risks during project execution; managing delivery of projects; identifying, developing, and closing services engagements.
• Demonstrate and ensure timely and thorough communication of strategy, deliverable status, and results.
• Experience in measuring the progress of projects against established objectives such as revenue, expense management, utilization metrics, delivery quality, and customer satisfaction.
•Exposure to monitoring results and taking corrective action to ensure the achievement of the objectives within budget.
• Have experience as an escalation contact for implementation issues with the customer decision-maker for resolution.
• Excellent communication skills both written/oral; excellent presentation and facilitation skills.
Extra Dose of Awesome If You Have:
• Strong understanding of HR processes and talent management practices.
• Technical Degree preferred, Computer Science degree a plus.
• Project Management Professional (PMP) certification is a plus (or willingness to work towards).
• Experience with Salesforce (SFDC), MS Project, Smartsheet, Kantata or other PSA.
• Pre-sales support experience.
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