Professional Service Manager

Description

The Professional Services Manager is responsible for leading the Implementation and Data Conversion teams to ensure the successful delivery of software implementation projects. This role oversees project execution, resource planning, delivery quality, team development, and operational performance while partnering closely with Product, Development, Support, Sales, and Customer Success.

The Professional Services Manager ensures implementations are delivered on time, within scope, and to the highest quality standards while driving customer satisfaction, operational efficiency, and revenue realization.

Responsibilities

Team Leadership

• Lead, mentor, and develop a team of Implementation Consultants and Data Conversion Engineers.
• Establish performance expectations, conduct regular coaching, and complete performance evaluations.
• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
• Support hiring, onboarding, career development, and succession planning.

Professional Services Delivery

• Oversee implementation delivery from project kickoff through go-live and transition to Customer Success/Support.
• Ensure projects meet contractual commitments, timelines, scope, and quality expectations.
• Monitor project health, proactively identifying delivery risks and implementing mitigation strategies.
• Partner with Project Managers to resolve escalations and remove delivery obstacles.
• Ensure consistent implementation methodologies and best practices are followed.

Data Conversion Management

• Oversee all customer data conversion activities, including planning, execution, validation, and delivery.
• Ensure data migration processes are repeatable, efficient, and meet established quality standards.
• Work with Product and Engineering to improve conversion tools and automation.

Resource Planning

• Manage implementation and conversion resource allocation across active projects.
• Balance workloads to maximize utilization while maintaining delivery quality.
• Forecast staffing requirements based on sales pipeline, backlog, and implementation schedules.
• Recommend staffing adjustments to support business growth.

Operational Excellence

• Develop and monitor KPIs related to implementation performance, including:
  • On-time project delivery
  • Resource utilization
  • Go-live success rate
  • Customer satisfaction
  • Project backlog
  • Revenue burn
• Drive continuous process improvements that increase delivery efficiency and scalability.
• Standardize implementation documentation, templates, and operational procedures.

Cross-Functional Collaboration

• Partner with Sales during project handoff to ensure smooth implementation transitions.
• Collaborate with Product Management and Development to communicate customer feedback and implementation challenges.
• Coordinate with Support to ensure seamless transition following go-live.
• Work with Finance on revenue recognition, forecasting, and project profitability.

Customer Engagement

• • Serve as an executive escalation point for implementation-related issues.
  • Build trusted relationships with customer stakeholders throughout the implementation lifecycle.
  • Ensure customer expectations are appropriately managed regarding scope, timeline, and deliverables.
  • Promote a customer-first culture focused on successful outcomes.

Qualifications

• Bachelor's degree in Business, Information Systems, Computer Science, or related field (or equivalent experience).
• 7+ years of experience in Professional Services, Software Implementation, Consulting, or Technical Services.
• 3+ years of experience leading implementation or consulting teams.
• Experience managing software implementation projects for enterprise or government customers.
• Experience managing data migration or conversion activities.
• Strong understanding of SaaS implementation methodologies and software deployment lifecycles.
• Excellent leadership, communication, and organizational skills.

Preferred

• PMP certification or equivalent project management experience.
• Experience with Agile methodologies.
• Experience implementing enterprise software solutions.
• Experience working with public sector or justice/court technology solutions.
• Familiarity with CRM and Professional Services Automation (PSA) tools.

Core Competencies

• Strategic Leadership
• People Management
• Customer Relationship Management
• Resource Planning
• Risk Management
• Operational Excellence
• Executive Communication
• Process Improvement
• Financial Acumen
• Change Management
• Cross-functional Collaboration
• Decision Making

Key Performance Indicators (KPIs)

• Project delivery on schedule
• Customer Satisfaction (CSAT)
• Implementation utilization rates
• Go-live success rate
• Professional Services revenue realization
• Project backlog health
• Resource capacity utilization
• Data conversion quality and accuracy
• Implementation cycle time
• Employee engagement and retention

Success Measures

Within the first 12 months, the Professional Services Manager will:

• Maintain predictable, on-time implementation delivery.
• Improve implementation efficiency and reduce project cycle times.
• Increase customer satisfaction throughout the implementation lifecycle.
• Optimize team utilization and resource planning.
• Establish scalable implementation and conversion processes.
• Develop a high-performing, engaged Professional Services organization capable of supporting continued business growth.