Professional Services Delivery Manager
Professional Services Delivery Manager
Frontline Technologies is a leading provider of SaaS EdTech solutions for educators and administrators across the United States. We currently partner with over 8,500 school districts whose professionals and staff use our premier software solutions on a daily basis. In 2015, we were recognized by INC. Magazine as one of the fastest growing private companies in North America. Our unprecedented growth has created a number of new opportunities across the company.
This individual will play a critical role in leading and managing professional services, engagement models and contractors to deliver upon contracted professional services. This includes services model, certification / quality verification of resources, defined deliverables & scope, and sign-off.
Reporting to the Sr. Manager, Project Management, the Professional Services Delivery Manager will effectively manage and direct various types of Professional Services engagements simultaneously across several teams and several clients, which often require considerable resources. The Professional Services Delivery Manager facilitates and interfaces with all areas affected by the Professional Services including external clients, stakeholders or vendors. They will ensure adherence to quality standards, adequate communication at every level and monitor project deliverables to guarantee on time completion and within budget.
Critical Performance Objectives, Year 1:
Within first 3 months:
Gain K12 industry experience as it pertains to Frontline Education & our software solutions
Understand Frontline's core values, pillars and corporate/department goals
Assist in set-up, creation and management of Professional Services deliverables including templates, process, and documentation
Understand use of CRM & Project Management Tools
Determine current status of 3rd party contractors & recommended strategy for growth
Establish catalog of offered services including:
· Resources, Cost, Deliverables, Success Criteria, Estimated Time
· 1-Time Services & Recurring Services
Within first 6 months:
Execute on recommended strategy for growth of 3rd party contractors
Determine current status of partnerships & recommended strategy for growth
Recommend & establish model for success criteria & services close-out.
Key Competencies: Manage professional services consulting teams to meet company, department & team metrics/goals and objectives.
Responsible for management of Professional Services including scope, delivery, estimation, costs, billing.
Lead efforts around continuous process & quality improvement with all Professional Services.
Define, strategize & execute on virtual, blended, or online methods of Professional Development
Lead strategy to bring Professional Services to the marketplace including pricing, packaging, marketing, Sales & CS enablement
Responsible for relationships with 3rd party Professional Services Contractors including vetting, certification, quality checks, resourcing, scheduling, billing.
Responsible for partnerships with educational agencies and/or other organizations in delivery of Professional Services
Maintains current and future view of solution capabilities with a view toward understanding the impact on services engagements, staffing mix, and skills requirements.
Ensures focus on outcomes and value to the Customer as we execute on contractual obligations.
Key contact for all professional services investment requests.
Maintains a pulse on upsell opportunities including cross-selling, additional services, and partnerships
Continuously look for opportunities to expand business opportunities & services
- Bachelor’s degree required or equivalent experience
- Minimum 5 years of experience in a customer facing SAAS-based business; 7+ years preferred
- 3+ years of professional services management experience required in a complex, matrixed business environment; 5+ years preferred
- 3+ years of experience designing services model, certification / quality verification of resources, defined deliverables & scope, and sign-off.
- 3+ years of experience managing P&L for services organization including forecasting, gross margin, expenses, etc.
- Experience creating strategy of professional services team including partnerships & 3rd party models
- Preferred experience in K12 industry
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