Manager, Professional Services

Overview -

The Manager, Professional Services, is responsible for overseeing and coordinating the implementation, deployment or customer education in support of PowerSchool products. The Manager, Professional Services, is expected to build a team that develops high quality processes and results for product implementation. They are expected to maintain client satisfaction with implementation projects by providing solutions, effectively managing staff, and ensuring adherence to best practices.

Description -

• Develop, execute, and manage department vision
• Direct and supervise Implementation personnel
• Set standards of employee success and develop systems to ensure achievement
• Set and maintain protocols, techniques, and standards
• Organize and establish processes and goals for the Implementation department
• Train and mentor team members to ensure continued growth.
• Demonstrate an expert knowledge of all their functional products
• Scale Implementation with company, product, and technology advancement
• Exhibit positive, solutions oriented, leadership to promote a flexible team environment
• Ensure compliance with company policies, procedures, standards and expectations
• Oversee Implementation budget
• Conduct regular communication, including department needs with supervisor
• Effectively and efficiently manage available resources to highest potential
• Report performance evaluation needs of teams
• Demonstrate ability to successfully handle multiple projects and tasks simultaneously
• Communicate client concerns to PowerSchool Assessment & Analytics
• Exhibit continued growth in knowledge and skills

Requirements -

• Education and/or Experience
• Bachelors degree or higher in related field preferred
• 8-10 years’ related job experience required
• 7+ years’ experience in a client services or lead implementation role preferred
• 5+ years’ prior experience in a management role
• Specialized Knowledge or Certifications
• CAPM, PMP, or other project management certification a plus
• MS Office suite products (Word/Excel)
• Office 365, SharePoint, and other technical collaborative environments
• Online meeting/conference tools (WebEx, Skype)
• Various Microsoft and Mac operating systems; various browsers
• Various mobile and tablet devices
• Previous CRM experience preferred (Salesforce and Zendesk a plus)
• Skills and Abilities
• Excellent organizational skills
• Strong critical thinking/problem-solving skills
• Proficient at handling a high volume of work in a short period of time, handling multiple priorities simultaneously and operating in a demanding work environment
• Diligent attention to tracking progress and schedules
• Outstanding communication skills with customers and employees
• Creates visually appealing presentations and documentation
• Structures communication and presentations for maximum effectiveness
• Grasps software tools and processes quickly
• Efficiently and effectively manages a budget
• Demonstrates people leadership skills
• Deep understanding of value drivers in recurring revenue business models
• Ability to thrive with strict time management requirements
• Ability to work cohesively with a team, as well as lead a team
• Strong adherence to departmental protocol and proper service practices
• Highly self-motivated and self-directed; process-oriented mindset
• Accepts and responds to feedback quickly and positively
• Demonstrated desire for continuous learning and improvement
• Enthusiastic and creative leader with the ability to inspire others