Job Title: Professional Services Manager

Location: New York City

Overview: We are seeking a highly motivated individual with an understanding of cloud-based and software-as-a-service solutions to join our Professional Services department.

Key Responsibilities:

• Conduct regular individual and team monthly performance reviews.
• Report and analyze team utilization in relation to client activities.
• Establish a hiring plan and recruit talented candidates.
• Allocate resources effectively to meet project demands.
• Oversee all client implementations across North America.
• Support professional development and industry knowledge for the team.
• Maintain a deep understanding of the product.
• Deliver engaging presentations to management.
• Lead post-sale implementation activities, building strong relationships with customers.
• Collaborate closely with Sales, Customer Success, Training, and Product teams.
• Serve as the main point of contact for implementation concerns.
• Ensure effective deployment, change management, and adoption plans are in place.
• Facilitate initial adoption, training, and best practices for clients.
• Identify ways to improve efficiency and scalability of processes.
• Support Sales and Customer Success teams with technical demonstrations.
• Conduct regular reviews of projects to ensure adherence to best practices.
• Interact with teams globally as required.
• Perform as a player/coach.

Qualifications:

• Good understanding of construction business processes.
• Ability to empathize with customers and de-escalate situations.
• Excellent problem-solving skills.
• Strong customer-service orientation.
• Ability to communicate technical concepts clearly to diverse audiences.
• Excellent written and verbal communication skills.
• Strong prioritization skills for team workload.
• Ability to manage multiple communication channels.
• Professional attitude with co-workers and customers.
• Previous experience in customer service or technical support.
• Ability to build rapport with customers via phone, email, and video conferencing.
• Knowledge of similar products is an advantage but not essential.
• Background in the SaaS industry is a plus.
• Good technical skills related to software.
• Management experience is necessary.