Manager, Professional Services Job Description Template
Our company is looking for a Manager, Professional Services to join our team.
Responsibilities:
- Manages against a set of key performance indicators (utilisation, customer health, customer satisfaction);
- Is responsible for hiring, training, capacity planning and team throughput;
- Acts as point of escalation for the Technical Services team;
- Maintain ongoing internal comms, including team meetings, one-to-ones and performance reviews;
- Can build and tweak playbooks to improve effectiveness and customer experience;
- Stays up to date on the full range of Brandwatch products and other industry trends;
- Understands the team’s workload, morale and challenges;
- Potential travel to visit global teams;
- Represents the team in client-facing meetings and present to internal and external audiences, as needed;
- Manage a team of world-class Data Analysts, coaching and developing talent at the individual contributor level;
- Directly impacts retention of Brandwatch’s software by driving long-term product adoption through successful technical implementation;
- Implement the strategy for the technical services program ensuring the team delivers best-in-class technical services.
Requirements:
- Understanding of RDBMS platforms (Oracle, SQL Server, DB2);
- Experience with Saas businesses and/or customer success;
- Knowledge of SHELL and Unix based OS;
- Understanding of all internal products;
- Understanding of SOAP XML and MQ;
- Understanding of web application servers (Tomcat, WebSphere, Weblogic);
- Demonstrated exceptional leadership and organisational skills;
- Leverage software tools to assist successful client engagements;
- Understand technology and platforms;
- Strong knowledge (or able to quickly grasp) of Internal Tools and Processes such as Jira, Confluence(Wikkity), Float, etc;
- 2+ years of management experience;
- MS Office Expertise;
- SQL scripting.