Advanced Services Manager

The Advanced Services Manager will be responsible for overseeing the Advanced Services team, project life cycles, customer satisfaction, and departmental KPI's while continuously optimizing processes and driving strategic outcomes. This position bridges operational excellence with strategic execution—balancing day-to-day leadership responsibilities, customer engagement, and revenue accountability.

This role will ensure that appropriate training, ongoing development, and satisfactory performance management are executed within the team. The Advanced Services Manager will develop processes and create standard operating procedures that ensure initiatives are understood and adopted within the department. These efforts will include frequent collaboration and clear communication across multiple departments within the organization.

This role requires a balance of strategic thinking, business acumen, adaptability, and technical oversight to ensure the successful delivery of Advanced Services to our customers. The role should thrive in communication, leadership, and contagious enthusiasm for stated objectives and vision.

• Strong leadership skills, the ability to communicate effectively with internal and external stakeholders, and the ability to deliver total customer satisfaction while simultaneously meeting company KPIs, including delivering projects at target profit margins.
• Ensures Accountability — Establishes clear performance expectations and holds self and team to a high level of accountability.
• Drives Results — Consistently achieves outcomes, even under challenging circumstances, maintains focus on measurable impact, and follows through.
• Customer Focus — Builds strong customer relationships by consistently delivering customer-centric solutions. Maintains a deep understanding of customer needs and expectations. Acts with the customer in mind when making decisions. Ensures the team creates value for customers to drive loyalty and satisfaction.

• Leadership:
• Operational Excellence: Ensure all Advanced Services requests, projects, and initiatives are executed efficiently and align with customer expectations and internal processes by managing resource allocations, workload balancing, and capacity planning for optimal utilization. Maintain deep visibility into project dynamics, profitability, and on-time delivery.
• Resource Allocation: Identify and allocate resources effectively, ensuring the right team members, tools, and technologies are in place for specific needs. Collaborate with leadership to secure necessary resources.
• Process Improvement and Optimization:
  • Implementation: Develop and implement new processes or refine existing ones to enhance efficiency, productivity, profitability, and quality. Adopt new technologies, create and revise SOPs, and train team members on procedures.
  • Monitoring: Establish metrics and KPIs to monitor process effectiveness. Use dashboards and reporting tools to track and report performance and make data-driven decisions.
• Financial Performance Management:
  • Partnership: Work alongside leadership to set quarterly and annual goals for Advanced Services aligned with the company strategy. Own departmental KPIs, including revenue, gross margin, utilization, and CSAT. Drive MRR growth through effective management of projects, service renewals, and upselling opportunities.
• People Management:
  • Team Management: Lead by example, demonstrating a strong work ethic, commitment to excellence, and a proactive approach to problem-solving. Foster a customer-first culture of accountability, innovation, and continuous improvement.
  • Performance Management: Conduct regular performance evaluations and one-on-ones, provide constructive feedback, and set development goals using current processes. Address performance issues promptly and effectively. Monitor team members' workloads and ensure they have a clear understanding of their responsibilities.

• Exceptional time management skills
• Strong knowledge of project management methodologies and tools
• Ability to connect and build relationships with others
• Ability to communicate, present, and influence credibly and effectively
• Critical thinking and problem-solving
• Enthusiastic and positive attitude
• Ability to manage multiple initiatives at a time while paying fanatic attention to details for each
• Excellent listening and negotiation skills

• Bachelor's degree or equivalent experience
• Proven experience as a people and process manager or similar in a past role

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times
• Up to 10% travel may be required