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Job Description & How to Apply Below
** Looking for Immediate joiners*
* POSITION SUMMARY
We are looking for a Senior Professional Services Manager to oversee all incremental development initiatives and delivery for our key enterprise clients. You will oversee two teams: an Enterprise product and engineering team, responsible for building additional product features for our clients; and a Professional Services team developing custom solutions. You will be accountable for alignment of both teams with our Professional Services core missions:
Maximizing the value of incremental development work for our most important clients
Measuring and articulating that value
Measuring and maximizing the ROI of this work for Helpshift
You will be the business lead for the team, working cross functionally with - Customer Success, Account Management, Sales, Product, Engineering and Leadership - to articulate, prioritize and deliver custom solution and feature development according to client needs. In addition, you will be responsible for team direction, operational excellence and budget, and be an integral part of our client engagement approach.
KEY RESPONSIBILITIES
Enterprise Development Delivery
Provide an empathetic, consultative approach to understanding client pain points and gain requests, and work with the Professional Services team to design projects which will resolve these
Work with Technical Managers to ensure timely and on-scope delivery of all client projects
Work with Technical Managers to ensure that prioritization, scope, capacity, and delivery status are accurate and clearly articulated to senior leadership
Work with Helpshift Product, Engineering and QA where additional resources are required to manage dependencies and ensure timely project delivery
Act as escalation to Helpshift Senior Leadership to resolve prioritization, resourcing and technology conflicts
Cross-Functional Leadership
Collaborate with Account Management, Customer Success, Product, and Engineering to define a project portfolio aligned with both client priorities and Helpshift’s commercial requirements
Ensure alignment of client projects with Helpshift’s product and platform strategy and prioritization
Work with Product, Account, Customer Success and HS Program Management to ensure clarity of client feature requests and requirements and a consistent outside-in process to inform both Professional Services and Roadmap backlogs
Operational Excellence
Own the Professional Services P&L
Work with Account Management and Professional Services Technical Leadership to ensure all SOWs accurately align to scope, time and effort estimates and pricing agreed in client MSAs
Ensure operational KPIs are measured and met including billable utilization rates, on-time delivery rate, forecast accuracy (capacity and time requirements per custom feature), as well as adoption, satisfaction and operability metrics for all delivered solutions
Define, align, and enforce the business data and governance frameworks used to prioritize the Professional Service teams’ backlogs
Establish prioritization criteria including customer impact, revenue, retention risk, strategic importance, effort, and alignment with company objectives
Define and achieve team OKRs in partnership with Helpshift Leadership
Team Leadership
Hire, mentor, and develop a high-performing Enterprise Professional Services team
Foster a culture of ownership, collaboration, openness, accountability, and customer focus
Drive continuous improvement in delivery processes and operational effectiveness
REQUIREMENTS
Good first degree in Computer Science, Informations Systems, Business, Management or related fields, or equivalent practical experience
15+ years of experience in Professional…
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