Director Support Consulting
About The Position
Manhattan is looking for a Director, Support Consulting responsible for the overall success of complex software implementations and customer support engagements. This leader manages client relationships at the most senior levels and oversees multiple cross-functional teams of consultants, analysts, managers, and other delivery resources to ensure progress, quality, and financial performance are achieved. This role oversees the development and implementation of strategies to handle changing business needs, such as support of new product and clients with multiple product lines and deliver measurable business impact through Manhattan’s supply chain solutions. In addition to driving delivery success, the Director is accountable for revenue targets, collections for billable services, and identification of new revenue opportunities. The role also plays a key part in mentoring, coaching and leadership development.
Requirements
- Bachelor’s degree (or foreign equivalent) in computer science, engineering, or a related technical field
- 10+ years of experience developing, supporting, or implementing packaged application software, including direct client-facing responsibilities
- 7+ years of experience managing projects and leading teams in a consulting, support, or services environment
- 3+ years of experience implementing and/or supporting supply chain software
- Demonstrated experience with budgeting, forecasting, and financial performance management, including managing forecast variance
- Strong executive communication skills, with the ability to engage credibly with both internal and client leadership teams
- Proven strength in project planning, delivery execution, and structured problem solving
Nice To Haves
- Familiarity with CloudOps, AI-enabled operations, or emerging service models
- Experience in enterprise or SaaS software with complex, mission-critical application suites
- Strong WM experience and the ability to ramp quickly in a fast-moving, client-intensive environment
- Proven track record managing executive-level escalations and driving systemic, data-driven improvements
- Experience contributing to or leading strategic initiatives that drive subscription growth, operational improvement, or broader business impact
Responsibilities
- Manage client relationships and set clear expectations at senior and executive levels to ensure satisfaction and long-term partnership
- Own overall project success and delivery outcomes across complex, multi-product engagements
- Lead highly visible implementations that deliver measurable business outcomes and improved customer KPIs
- Manage budgets, timelines, and processes across a portfolio of support consulting engagements.
- Own revenue targets and partner with Finance and Sales Operations on forecasting, billing, and collections for billable services
- Serve as the primary escalation point for critical issues and conflict resolution across multiple workstreams
- Direct team priorities and resource allocation to balance scope, schedule, quality, and financial objectives
- Align stakeholders across multiple workstreams and support revenue growth through upsell and cross-sell opportunities
- Deliver executive-level updates, business reviews, and ROI presentations to customer leadership
- Provide career guidance, performance feedback, and leadership support to team members while driving adoption and operational efficiency
Benefits
- Market-leading pay
- comprehensive health coverage
- 401(k) with 50% match up to 6% from day one
- Access Global Path, our structured development program with global opportunities
- free LinkedIn Learning
- mentorship
- Hybrid work options
- flexible policies
- onsite fitness centers
- Monthly volunteer events
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What This Job Offers
Job Type
Full-time
Career Level
Director
