Manager, Professional & Consulting Services

Key areas of responsibility:

• Support the strategy and execution of professional services for Corporate Professional Services Indirect Tax (IDT) customers.
• Own and manage a portion of the Corporate Professional Services IDT customer portfolio.
• Drive excellent customer experiences through meaningful interactions aligned to key performance indicators (e.g., customer satisfaction).
• Participate as a member of the Indirect Tax Service Delivery Leadership Team to ensure seamless integration across the customer journey.
• Create and implement tools, processes, and working practices that improve efficiency and enable staff to deliver bestinclass service.
• Be responsible for revenue generation and utilization targets assigned to the team.
• Drive team accountability for utilization, monthly revenue hours, and other critical financial targets.
• Develop and engage team members at all levels; address performance gaps quickly and provide timely, clear feedback to ensure optimal outcomes.
• Collaborate closely with global Professional Services teams and with crossfunctional teams (e.g., Product, Sales, Support) to deliver a seamless customer experience.
• Manage a team of consultants, supporting their development and customer delivery.
• Allocate resources and prioritize tasks.

Accountabilities:

• Monitor highlevel project progress; ensure risks are properly managed; proactively adjust strategies to help PMs deliver projects on schedule and within budget.
• Provide leadership and comanagement of the IDT team in line with consulting delivery standards.
• Be responsible for consultant utilization, revenue, and margin for the IDT team.
• Support staffing strategy and execution of a global services model through our Global Delivery Center (GDC).
• Support recruiting, training, and professional development of Professional Services team members.
• Oversee indirect tax subcontractor relationships and delivery.
• Support customer delivery by building customer and partner relationships, managing escalations, and driving customer satisfaction.
• Support Statement of Work (SOW) scoping and sales efforts to build a healthy services backlog.
• Contribute to the development, operationalization, and maintenance of delivery service offerings, service levels, and pricing standards.

Key deliverables:

• Meet revenuehour targets within assigned practice(s); proactively identify gaps and develop and execute plans to consistently achieve financial targets.
• Drive robust crossfunctional collaborationespecially with the Global Delivery Center leadershipto ensure strategic alignment and optimized service delivery.
• Support achievement of the IDT financial plan (e.g., revenue, margin) for Corporate Professional Services.
• Support continuous, measurable improvement in endtoend customer experience across channels (e.g., customer satisfaction/NPS, churn, retention).

About you:

You're fit for the role, if your job role includes:

• Minimum of 11 years of total experience.
• Exceptional leadership and talentdevelopment capabilities, with a track record of inspiring high performance and effective coaching.
• 5+ years of indirect tax implementation experience.
• 7+ years of experience with large enterprise software systems.
• 2+ years of peoplemanagement experience.
• Bachelor's degree required; master's or MBA preferred.
• Outstanding written and verbal communication, negotiation, and interpersonal skills; effective across all organizational levels and client engagements.
• Ability to operate effectively in a hybrid work environment, with an expectation of three days per week in the Hyderabad office, as business needs require.
• Flexibility to accommodate global time zones; regularly attend meetings aligned with U.S. business hours (predominantly mornings, Eastern and Central Time).
• Skilled in conflict resolution and problemsolving to achieve winwin outcomes; exceptional endcustomer relationship skills.
• Strong collaboration, teamwork, and relationshipbuilding skills across multiple levels and functions.
• Able to operate autonomously to complete tasks and deliver objectives.