Manager - Professional Services

Role Overview

Manager – Professional Services

About Us

BQE CORE

Key Responsibilities

Customer Engagement & Relationship Management

• Oversee customer interactions (via email, Zoom, Zendesk, and other platforms) to ensure smooth transitions, accurate requirement gathering, and clear communication.
• Build and maintain strong client relationships, serving as a trusted advisor for escalated or strategic engagements.
• Ensure customers receive effective training, guidance, and change management support during implementations.

Operational Excellence

• Review documentation, specifications, and processes to ensure consistent quality and compliance with BQE standards.
• Monitor key delivery metrics (utilization, CSAT, turnaround time, project completion) and drive continuous improvement.
• Identify inefficiencies, optimize workflows, and standardize best practices across data migration, reporting, and escalations.

Team Leadership

• Lead and mentor a team of Professional Services Consultants, providing guidance on customer engagement, problem-solving, and service delivery.
• Allocate work, monitor progress, and ensure timely resolution of customer requirements, escalations, and deliverables.
• Conduct reviews, provide coaching, and drive skill development across communication, analytics, and product expertise.

Strategic Input & Collaboration

• Support customers with strategic planning, providing insights on growth opportunities and process enhancements.
• Collaborate with cross-functional teams (Customer Success, Product, Development, and Business Intelligence teams) to resolve complex client needs and relay product feedback.
• Stay updated on industry trends, SaaS delivery practices, and emerging customer needs to strengthen BQE’s service model.

Project & Change Management

• Oversee multiple projects to ensure they are delivered on time, within budget, and aligned to client goals.
• Guide the adoption of new processes and technologies by supporting customers through implementation and change management.
• Prepare and review reports, presentations, and recommendations for both internal and customer stakeholders.

Must Have Skills

• 10-12 years

  of total experience in Solution Delivery, Professional Services, Technology Consulting, or Customer Success.

• Minimum 5 years

  of people management experience.
• Proven experience with SaaS implementations, data migration, and report customization (SSRS, SQL, Excel advanced features).
• Strong client management and communication skills, including handling escalations.
• Background in software/IT services, particularly involving customization, integrations, or development work, with exposure to client-facing solution delivery.
• Hands-on experience with Zendesk or equivalent customer support platforms (such as Freshdesk, ServiceNow, Salesforce Service Cloud, Zoho Desk, or Jira Service Management). Strong analytical and problem-solving mindset, with ability to simplify complex issues.
• Bachelor’s degree in computer science, Engineering, Information Systems, or related field.
• Background in software/IT services, particularly involving customization, integrations, or development-focused

Preferred Skills

• Certifications in Project Management or Consulting.
• Experience managing global clients and distributed teams across multiple time zones
• Exposure to change management and driving adoption of new processes.
• Demonstrated ability to link technical delivery to business value.
• Prior experience in professional services for SaaS/enterprise software firms.
• Strong presentation and stakeholder management skills for senior client interactions.
• Experience with reporting & analytics tools beyond SSRS/SQL/Excel (e.g., Power BI, Tableau).