The Regional Manager of Professional Services report to the Vice President of Professional Services and is committed to leading a team of various responsibilities and skill sets to provide our customers a world class experience. The team will be a combination of customer facing and backend resources, it is the manager’s reasonability to effectively utilize the team members to onboard customers on the Acoustic Connect platform. Acoustic Connect is the next-gen one of kind solution which has come together in a singular platform built from decades of innovation that provides a critical set of communication, marketing, AI and analytics tools. The Regional Manager of Professional Services must be able to adjust, adapt, and execute all responsibilities in a fast-paced environment.
Responsibilities:
- Oversee delivery of consulting, training, and configuration of customer’s Connect application
- Ensure the Professional Services team meets objectives and delivers a world-class customer experience while adhering to standard processes and procedures
- Manage a team of various skill levels and responsibilities and provide coaching and direction as needed.
- Report against defined KPI’s and develop action plan if targets aren’t met.
- Understand customer requirements and ensure team members deliver effective and efficient completion of onboarding projects.
- Closely collaborate and communicate across leadership from Onboarding, Account Management, Services, Sales, Development, Support and Finance on business objectives, planning, and process.
- Provide oversite management of critical customer situations to ensure positive, timely outcomes through to resolution, including executive communications and ensuring proper customer responses
- Share in the creation and deployment of internal and customer documentation encompassing process, procedures, and best practices.
- Shared team on-call coverage for escalations outside of business hours.
Requirements
- Minimum of Five (5) years of relevant management experience in SaaS service delivery or support.
- Experience in agile environments with strong understanding of project management with emphasis on timed delivery.
- Experience managing distributed teams across time zones.
- Ability to hold technical conversations in customer and internal meetings.
- Experience in Incident and Change Management processes.
- Ability to oversee the work of a team including the development and coaching of team members.
- Experience with project management software.
- Impeccable organizational skills and ability to multitask.
- Strong communication skills - written and verbal.
- Interactive marketing, sales or customer support background a plus.
- Email Deliverability experience desired.
- Experience with SQL is desired.
- Experience with SMS and/or Email Domain configurations desired.
- Ability and proven experience with strategic thinking and complex decision-making a plus. Highly desirable knowledge or skills include: email systems, internet technologies and security, cloud based applications, data manipulation, database operations, DNS, and Deliverability.
Seniority Level: First Line Manager
Industry: Information Technology & Services, SaaS
Employment Type: Full Time
Job Functions
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Last updated on Aug 5, 2024