The Role
The Senior Manager of Professional Services will be responsible for leading and managing a team of Implementation Consultants, Technical Project Leads, and Project Managers, including external partner resources and consultants, ensuring the successful delivery of Fusion's software implementation and enhancement projects. This individual will play a critical role in driving customer satisfaction, revenue growth, and operational excellence within Fusion's professional services organization. The successful candidate is a strategic thinker, strong leader, can scale the team to meet growing business needs, and possesses exceptional client relationship management skills.
Key responsibilities of this role:
Leadership and Team Management
- Lead and mentor a team of billable professional services resources, providing guidance, coaching, and support to ensure their individual and collective success
- Set clear objectives and performance expectations for the team, fostering a high-performing culture of accountability and continual learning
- Collaborate with team members to create development plans focused on skillset expansion in line with individual goals, product feature expansion, and forecasted pipeline
- Develop and maintain proactive cross-functional partnerships with Account Management, Product Management, Product Marketing, Customer Success, Engineering, and Support to ensure a holistic approach to delivering client projects that maximize customer value
- Continuously evaluate and improve professional services processes, methodologies, and tools to enhance efficiency and effectiveness
- Collaborate with management and leadership within Professional Services to drive strategic initiatives and foster ongoing improvement and growth within the teams
Project Governance and Delivery
- Maintain a working knowledge of all Fusion-supported products and technologies
- Collaborate with Sales, Account Management, and Deal Architecture to understand client requirements and project scope
- Act as a project sponsor to provide oversight and governance, including tracking of key metrics for project health, budget, and risk
- Monitor project progress, identify and mitigate risks, and escalate issues as necessary to ensure successful project outcomes
- Serve as the primary point of escalation for a portfolio of projects for both internal and external resources
- Develop and maintain strong relationships with key project stakeholders, including clients, partners, and internal teams, to ensure alignment, project success, and client satisfaction
Knowledge, Skills, and Abilities
- Minimum of 8 years in professional services as a project manager, program manager, or portfolio manager, with at least 4 years in a senior manager role
- Exceptional leadership and management skills with a track record of building and developing high-performing, customer-facing teams
- Solid executive presence with demonstrated experience presenting to C-suite or senior executive stakeholders
- Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with clients and internal stakeholders
- Strong bias to action
- Strategic thinker with the ability to drive professional service initiatives and achieve business goals
- Analytical mindset with the ability to leverage data and metrics to identify trends, insights, and improvement opportunities
- Ability to work well independently and in a team environment
- Strong project management skills, with a proven track record of successfully delivering multiple simultaneous, complex projects, preferably in a SaaS environment
- Positive, client centric attitude
- Experience managing escalations with well-developed problem-solving skills and ability to drive execution of potential solutions
- Strong functional and technical understanding of Cloud Computing concepts and SaaS platforms, with experience in the Salesforce ecosystem preferred
- Demonstrated ability to manage distributed teams of people
- Ability to make sound decisions based on customer needs and product knowledge
- Willingness to travel up to 25%
Qualifications (Education and Certifications)
- Bachelor's degree in business, technical discipline or equivalent; advanced degree preferred
- Salesforce.com certifications preferred
- PMI or Six Sigma certification preferred
- BC/DR Industry certification (BCI, DRII, etc.) or equivalent preferred
- Living in the London Metro area preferred as majority of time will be in office.
Milestones for the First Six Months
In one month, you'll:
- Get to know and assess current individual contributor talent on your team
- Meet with leadership colleagues in these areas: Account Management, Professional Services, Support, Product, and Solution Engineering
- Familiarize yourself with Fusion's implementation methodology, processes, and tools
- Review ongoing projects, identify any immediate risks or isses that require attention, and collaborate with project team to determine remediation plan
In three months, you'll:
- Develop a comprehensive understanding of Fusion's client base, their needs, and the competitive landscape
- Engage as the project sponsor for ongoing client projects, ensuring they are on track, within budget, and meeting client expectations
- Drive team engagement and execution against KPIs and goals
- Manage all client escalations to successful resolution
- Gain an understanding of the Fusion Framework, Customer Journey, and product strategy
In six months, you'll:
- Review and assess the current professional services delivery process, identifying areas for improvement and efficiency gains
- Contribute to the overall strategic planning and direction of the professional services organization, working closely with senior leadership to drive revenue growth and operational excellence
- Attend at least one Fusion event (Regional User Group [RUG], Community Exchange, etc.)
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
You must have evidence of right to work in the UK to be hired for this role.
Fusion is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, age, pregnancy, military service or discharge status, genetic information, sex, sexual orientation, gender identity, or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.
