Manager, Professional Services

The Opportunity

The Manager of Professional Services is responsible for providing management and leadership focused on planning, staffing, and executing engagements pertaining to Euna’s product solutions. The Manager works in conjunction with the Sales team, Customer Success Team and Implementation Managers, to develop, estimate, scope, plan, and staff new business engagements while effectively managing the execution of multiple active projects. The goal is to meet and surpass the company’s expectations to drive rapid and sustainable growth while exceeding customer expectations.
 

Responsibilities
 

• Lead all facets of project management using methods best suited for the customers by overall defining strict project and activity ownership and accountability as defined by the contractual statement of work and communicated expectations.
   

• Instill leadership in client meetings, project status or stand-ups, and the development of additional contracts to align with changes to scope, all while maintaining positive relationships with all clients, vendors, subcontractors, and industry contacts.
   

• Lead the effort to remove, or assist in removing, obstacles from the delivery of the project and its activities, as well as creating full and complete project estimates, plans, and drafting written proposal responses and contracts.
   

• Prepare any supporting technical documentation to facilitate fast with project task execution. Provide ongoing technical support in the case that project task execution is hampered by lack of supporting internal documentation. 

• Monitor internal teams channel to provide support for daily questions that arise regarding execution of project tasks 

• Manages and motivates the project team during planning, estimating, design, implementation, testing, delivery, and warranty of assigned projects.
   

• Manages the development of project plan templates in advance of project activity ensuring effective execution by the project team throughout the engagement.
  Assess and adjust project plan templates on a regular basis when historical trends prove that adjustments are  

• Prepares or oversees preparation and delivery of status reporting.
   

• Utilizes financial and monthly forecasting tools and works with other team members to monitor, manage, and control costs.
   

• Prepares or oversees preparation of progress billings, pursues timely payments from the customer and authorizes payments to material suppliers and subcontractors, if applicable 
   

• Ensures customer satisfaction during and at final project completion.
  Handles any escalated client dissatisfaction during the project execution. 

• Manage internal resources to exceed customer expectations while ensuring all contractual scope work is completed on time and within estimates and budgets.
   

• Interface and communicate with our customers for customer satisfaction and quality assurance activities. Communicate progress/status internally and create and execute improvement plans based on customer feedback.
   

• Manage financial aspects of projects and contracts ensuring continued profitability and cost containment while ensuring our customers perceive the value of the services we provide.
   

• Regularly assess the need for the creation of additional service delivery packages, based on customer request trends. Once service delivery packages are identified, generate project plans, implementation documentation, software deployment packages and client deliverable documentation to allow project leads to optimally execute that new service delivery package easily. Coordinate with the Sales and Customer Success teams to ensure understanding of those new service delivery packages. 

• Coordinate with managers within other product lines to determine which common client requests that could necessitate time and materials service delivery packages to be executed by the consulting group. Coordinate with those product line managers to create service delivery packages for those regular client requests. Coordinate with the Sales team and the product line managers to create internal procedures to streamline the processing of those client requests in order for them to become billable services executed by the consulting group. 

Project oversight 

• Responsible for the planning process for the projects assigned. 

• Mobilizes Subcontractors and Vendors as applicable. 

• Responsible for ensuring project progress remains on track and in alignment with set date estimates and duration. 

• Develops and updates project implementation plans, coordinating resources to ensure our work is timely and cost-effective. 

• Regularly evaluates performance metrics to ensure alignment with Euna standards. 

Requirements 

• 7+ years' experience in Project Management, with previous leadership experience
   

• Bachelor’s Degree or equivalent in a technical field preferred
   

• Advanced understanding of software implementation processes, methodologies, and best practices. 

• PMP Certification a plus
   

• Must understand financial reports and the ability to apply these in managing assigned projects.  

• Must have the ability to resolve the scope of work and contractual issues on assigned projects, as well as the ability to price proposals and negotiate change orders.  

• The aptitude to understand and interpret technical architectures and project specifications related to our work.  

• Must have strong leadership, listening, verbal and written communication skills.
   

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