Manager, Professional Services
Minneapolis, MN
Operations – Professional Services /
Full-Time /
Hybrid
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With a global footprint spanning more than 80 countries and including over 75% of the Fortune 100, Perforce Software, Inc. is trusted by the world’s leading brands to deliver solutions for the toughest challenges. The best run DevOps teams in the world choose Perforce.
Position Summary:
As the Manager of our Professional Services division, you will oversee technical projects for both new and current clients while leading a team of technical consultants. This multifaceted role requires you to ensure the successful delivery of prominent and intricate engagements, encompassing project expectations, communications, scope, timeline, and the execution of deliverables. Additionally, you will handle daily team management responsibilities. The ideal candidate will possess a customer-focused and outcome-oriented approach, with a track record of leading teams ranging from 10 to 20 members, ideally in a global setting.
Requirements:
- Bachelor's degree in a technical or quantitative field, or equivalent professional experience.
- A minimum of 5 years experience in managing intricate technical projects.
- Proficient knowledge of project execution and process enhancement methodologies.
- A client-centric approach with a commitment to delivering top-tier service experiences.
- Proven leadership capabilities, with a track record of introducing and embedding new processes and initiatives both within and outside your immediate team.
- Exceptional interpersonal abilities essential for effective team leadership and client interactions.
- Familiarity with workflow management tools, notably Salesforce.com and the Atlassian suite.
- Proficiency in Microsoft Excel.
- Stellar communication skills, adept at simplifying intricate technical procedures for non-technical stakeholders.
- Superior time management capabilities with the skill to efficiently juggle multiple high-priority assignments.
- A meticulous approach complemented by a robust analytical mindset and a high degree of accountability.
- Flexibility to thrive in a rapidly changing environment, with the capacity to work autonomously when necessary.
- An innate curiosity and willingness to learn about emerging technologies and processes.
- Certifications such as Certified Scrum Master, PMP, or other relevant industry certifications are advantageous but not mandatory.
Responsibilities:
- Cultivate client relationships and spearhead the orchestration of significant Professional Services projects, encompassing discovery, resource alignment, and drafting Statements of Work (SOWs).
- Act as the main liaison for Professional Services ventures from inception to execution.
- Extract requirements and devise comprehensive project blueprints that are transparently communicated to all stakeholders.
- Independently make decisions, ensuring client project success and overall satisfaction, while managing potential project risks or dependencies.
- Organize and lead stand-up, sprint planning, sprint review, and retrospective sessions for projects under your purview.
- Proactively address and resolve potential project impediments.
- Act as a reservoir of knowledge on essential services, operational guidelines, and methodologies offered to Perforce clientele.
- Collaborate innovatively with Perforce departments like Technical Support, Product Development, and Sales.
- Champion internal drives within the Professional Services sector to foster the uptake of novel methodologies and practices.
- Proactively spot and capitalize on avenues for growth and diversification in collaboration with Perforce clients.
- Guide remote teams of professional services consultants and project managers across different time zones, ensuring stellar client experiences.
- Propel service revenues to surpass business objectives.
- Present key performance indicators related to team management, such as utilization and quality of delivery, to relevant stakeholders.
- Offer KPI reports for the Professional Services Office (PSO) on metrics like future service bookings forecasts, project revenue, backlog, and consultant utilization.
- Allocate resources aptly for incoming Professional Services ventures.
- Pinpoint and address gaps within the PSO concerning capacity planning, support, or tool adoption.
- Mentor, guide, and upskill PSO team members.
- Oversee the onboarding process for new PSO recruits.
- Establish and document processes that enhance Time to Value (TTV), Customer Satisfaction (CSAT), and Return on Investment (ROI) for Perforce solutions.
- Formulate and promote strategies related to professional services.
- Engage in cross-functional initiatives aimed at refining professional services offerings.
- Act as the primary escalation point for issues within the PSO, including project conflicts and resolutions.
- Undertake any other relevant tasks as required.
Project Management:
Team Leadership:
$132,900 - $169,450 a year
Additionally, this position is eligible for benefits including, but not limited to, medical, dental, vision, retirement benefits, life insurance, wellness programs, total time off, and other employee perks that may be offered by Perforce from time to time. The actual offer will depend on a number of factors including, but not limited to, a candidate’s education, skills, qualifications, depth of experience and other relevant business considerations. Perforce reserves the right to amend or modify employee perks and benefits at any time.
Come work with us! Our team members are valued for their contributions, introduced to new opportunities, and rewarded well. Perforce combines the experience and rewards of a start-up with the security of an established and privately held profitable company.
If you are passionate about the technology that impacts our day-to-day lives and want to work with talented and dedicated people across the globe, apply today!
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