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Professional Services Manager

Fort Myers, FL 33912 | Direct Hire

Post Date: 08/09/2018 Job ID: 2072 Industry: Operations
The Role:  Professional Services Manager Location: Fort Myers, FL
The Company

Our client is a nationally accredited and recognized background screening company that has been in business for over a decade. Founded in 2005 and headquartered in Fort Myers, Florida, our client is leading provider of pre-hire intelligence including background screening, drug testing and onboarding solutions.

The Role

The Professional Services Manager reports to the Vice President of Client Success and will manage a team of implementation specialists across multiple locations to ensure new clients are transitioned from sales to Client Success and Operations in a clear and smooth manner.  This is a hands-on role with the opportunity to use your experience to provide consultancy and project management for clients. 

Responsibilities

    Internal
  • Lead and manage a team, including those in remote locations to ensure efficiency, completion of projects, and customer satisfaction.
  • Motivate individuals and the team to exceed objectives through regular coaching, incentives, etc.
  • Identify and make recommendations for improvement in areas of process, efficiency and productivity.
  • Configure accounts to meet client requests without errors.
  • Document all client interactions in CRM, with the exception of minor or routine service requests, with particular attention to any issues that involve initial contractual, billing, user configuration, or pricing; by archiving emails and recording call notes. 
  • Monitor project schedules and flow. Identify issues that can delay timelines and bring these issues to the attention of key stake holders.
  • Provide support in resolving issues to meet project goals and deliverables.
  • Transitions Account to Account Management/Client Care/Operations.
  • Ensure Implementation Survey is complete, evaluate survey and follow up as needed.
  • Manage multiple client implementations simultaneously, and prioritize effectively to ensure on-time Go Lives that meet all of the client’ s specifications and obtain client sign-off.
  • Work with Business Development to review any clients not on schedule and work through solutions to complete the onboarding process.
  • Prepare weekly/monthly reports, agendas, meeting minutes, analysis and presentations.

   Client Facing
  • Understand products ordered and special circumstances, ordering forecast, business goals and any customized service requirements.
  • Lead post-sale onboarding meetings, develop agenda, set expectations, establish onboarding steps and dates, and confirm details on account learned in pre-sales discussion.
  • Ensure the client understands the onboarding steps, timing, expectations and the value a proper onboarding will create for the lifetime relationship of the client.
  • Manage client’ s expectations and control scope.
  • Use tact and diplomacy to set proper timelines and expectations throughout the implementation process, including both verbal and written communication.
  • Coordinate all training/demonstrations and communication for new client.
  • Analyze business requirements and identify solutions.

Minimum Qualifications
  • Minimum 2 years direct project management experience
  • Minimum 1 year managing a professional services team
  • Ability to effectively communicate (verbal, written and presentation) with individuals across all levels of the organization
  • Project Management Professional (PMP) certification a plus

Critical Success Factors
  • Experienced in delivering excellent customer service
  • Experience working in a complex project environment with definitive objectives and deadlines
  • Strong organizational skills, and project management ability
  • Resilience and energy – the ability and passion to go above-and-beyond when we need – (embrace a start-up environment)
  • Team player
  • Best-in-class attention to detail
  • Entrepreneurial spirit
  • Excellent presentation skills and the ability to demonstrate
  • Excellent customer facing skills
  • Ability to manage teams effectively across multiple locations

To Apply

Interested candidates should apply through the HireBetter website at jobs.hirebetter.com. Qualified applicants will be responded to as quickly as possible.


Please note: Applicants for employment in the U.S. must possess work authorization that does not require sponsorship for a visa now or in the future.

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