Manager, Professional Services

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.