Manager, Professional Services (Enterprise Container Management Solutions)

Manager, Professional Services (Enterprise Container Management Solutions)

Job Description:

We are seeking a talented and experienced Manager of Professional Services to lead and manage our professional services and premium support teams. The successful candidate will be responsible for overseeing the sale and delivery of high-quality professional services and premium support to our customers.

Services General Management is accountable for the company's financial performance and client business outcomes. Manages client relationships and acts as a trusted advisor, thought leader and general manager to grow the business through sales. Develops a client-centered agenda (plan), improves the financial quality of the account[s] (grow), harnesses innovations to meet contractual commitments (deliver) and provides the leadership that aligns teams and holds members accountable for results (lead). Provides pan-company leadership working across the company and with customers as one unified company account team (lead). Use of this job family is restricted: must own an account, sub-region/region P & L. (Note: The Account Executive has ultimate responsibility for the account. A leader that manages a portion of a large account is referred to as an Account Manager and reports directly or matrixed to an Account Executive.)

• Lead, manage, and motivate professional services and premium support teams to achieve sales and performance targets and customer satisfaction goals
• Develop and implement professional services and premium support strategies to improve customer experience and support the company's growth goals
• Work closely with sales and product teams to ensure a seamless customer journey from sales to implementation and beyond
• Ensure professional services and premium support teams have the necessary resources, training, and tools to deliver exceptional service
• Collaborate with other departments to resolve customer issues and improve processes
• Monitor and report on team performance, customer satisfaction, and key metrics
• Stay current on industry trends and best practices, and implement new ideas and technologies to improve the quality of services offered
• Foster a culture of continuous improvement, teamwork, and customer focus within the professional services and premium support teams
• Deliver accurate forecasting of services sales
• Delivers Account Business Plan (ABP), Account Financial Plan (AFP), and Account Operating Plan (AOP) Leads, coordinates, and manages the long-term, consultative, C-suite client relationship to become the client's trusted advisor
• Establishes and manages, a program to achieve client service excellence
• Presents pan-company Portfolio Meets or exceeds financial commitments
• Exercises responsibility for growing the company's year over year share of wallet and shareholder return
• Delivers technological and service delivery innovations that reduce costs and delight customers
• Delivers on the company's contractual commitments, technical or process innovations, reduces costs and delight customers
• Enforces a change management mechanism for requests outside the agreed scope
• Ensures a strong governance framework and meeting cadence within the company and between the company and the customers
• Leads all employees who provide services to the client, either directly or indirectly

• Bachelor's degree in a related field or equivalent experience
• 7+ years of experience in professional services and/or premium support management in the software industry
• Strong leadership skills with the ability to motivate and manage teams
• Excellent communication and interpersonal skills with a customer-focused mindset
• Ability to work in a fast-paced and rapidly changing environment
• Proven track record of delivering results in a customer-focused environment
• Ability to travel as needed

• General Management Skills
• Consultative sales skills
• Financial Acumen Knowledge of IT Industry, including trends and competitors
• In depth knowledge of vertical industry
• Change Management skills
• Strong communication skills
• Kubernetes or Rancher experience preferred