Senior Manager Professional Services

• Manage Professional Services in accordance with established standards and guidelines.
• Monitor progress of Professional Services and /or site implementations to ensure on-time, successful schedules. Provide direction and guidance to staff
• Act as escalation point for issues with other departments. Acts as an escalation point for client concerns. Escalates issues to upper management as necessary.
• Regularly follow-up with clients to ensure that our service offerings are meeting their expectations.
• Demonstrate superior client service. Identify areas of poor client service or client dissatisfaction and take action to correct.
• Ensure proper client training materials are developed and readily available.
• Provide on-going development, feedback, coaching and mentoring to Professional Services team.
• Provide tactical leadership and support to the regional consultants and assist in planning and implementation.
• Maintain 25% bill ability (annual)

Roles and Responsibilities

• Mentor all Consultants to increase their skills and promote consistency
• Work cross-functionally to create and update internal and external documents that support the implementation.
• Develop and implement best practices that result in the more efficient implementation of the solution, primarily for the implementation consulting role but also in coordination with other business units as needed.
• Anticipate future resource requirements and assist with the hiring process.
• Assist with client projects where consultant issues have been escalated to Insight Software management.

Work Experience:

• 12+ years of experience in Consultancy and/or Project Management with a successful track record of working in a variety of customer-facing situations for either a Consultancy company or a Software and Services company.