Mgr. Professional Services Consulting

UKG•,

11d•$102,300 - $147,050•Remote

About The Position

The Manager, Professional Services Consulting on the UKG Ready team is responsible for providing service delivery leadership. With strategic guidance from the Director, Professional Services, the Manager will oversee a portfolio and manage all active migration engagements in conformance with UKG’s standards, methodology, customer satisfaction, financial performance, and operational excellence. The individual will be responsible for the day-to-day performance and operations of a dedicated team of Project Managers and Solution Consultants providing UKG Ready consulting services for UKG customers. You will leverage various cross functional teams and partners for support, and resourcing for customer engagements. This role may also perform a set of individual contributor duties in complex situations as needed. You will engage, support, and collaborate with stakeholders within the Sales, Presales and Service Architect organizations and serve as a sponsor to support deal closure.

Requirements

5+ years of people management and/or people leadership experience within SAAS operations
3+ years of HCM/WFM industry experience
2+ years of software implementation experience
Leadership in managing both customer and internal resources (at all levels) during adverse situations – problem escalations, engagement challenges – effectively balancing customer satisfaction and business objectives throughout.

Nice To Haves

Experience working within the UKG Ready platform
Bachelor’s degree in a Business or Technology discipline
A proven track record in delivering quality, on-time technology solutions to a diverse customer base
Excellent communication and negotiation skills
Strong business acumen – planning, forecasting, budgeting. Understand financial fundamentals including revenue recognition requirements within the software and service industry
Experience in communicating technical and project information in a business context

Responsibilities

Ensure that the team is fully versed in executing engagements in compliance with UKGs defined methodology, policies and procedures
Ensure that all engagements are planned, activities recorded, and managed within PS billing system, consistent with defined “best practices”
Effectively balance team resources given employee load, expertise, complexity, as necessary
Continually monitor all engagements to ensure milestone achievement and the execution of supporting financial transactions (Invoices, credit/re-bill activity, expense recording and invoicing, etc.)
Serve as a first point of contact for team engagement and customer escalations
Monitor team performance in conjunction with service delivery metrics established for the organization – utilization, customer satisfaction, reference ability, as examples
Works with Director to set priorities for the team based on business demand and ensures goal achievement
Drives and supports the team’s ability to meet quality, volume, and timeliness of expected output by managing daily activities. May recommend improvements to team procedures
Acts as trusted advisor for internal and external stakeholders
Participate in account reviews with sales and pre-sales within Practice/Region
Provide direct support to Project Managers by participating in customer sessions as required by engagement needs
Works with Director to effectively leverage cross-functional resources as necessary to ensure region success
Ensure that all resources possess the training, tools and support necessary to achieve business objectives
Work with Global Support to resolve customer issues related to the implementation on a timely basis
Conduct ongoing engagement/project reviews ensuring a detailed understanding of project status, scope, and risks. In partnership with the Director, effectively manage backlog within the region/practice
In collaboration with the Director, ensure that financial plans (revenue and profitability goals) are met or exceeded for assigned the practice
Ensure that operational metrics are achieved or exceeded as the basis for measuring operational excellence
Provide monthly forecast and Quarterly input with an emphasis on predictability, demonstrating control of the business
Proactively identify and qualify new business opportunities in support of Customer business objectives
Participate with Sales and Service Architects, as requested, to respond to and position service delivery expectations during the pre-sales process
Analyze, monitor and respond to feedback received through customer satisfaction surveys, Account Management or direct customer input
Serve as the “business owner” of all customers within assigned practice and ensure that customer needs are met
Cascade to Practice/Region the business objectives, expectations and measurement criteria for their respective positions
Responsible for the performance of the team; sets priorities for and coaches direct reports to meet deadlines and resolve problems
Provide ongoing and timely feedback to employees relative to performance
Ensure that skill requirements are maintained and enhanced in conjunction with business/product direction
Develop and deliver performance appraisals to all employees accompanied by specific development plans for each.
With guidance from the Director, demonstrate strategic thinking, foresight, courage to be bold and humble, challenge and support employees, to connect cross-functionally, and to disrupt outdated norms. Set new standards that inspire, engage, and develop employees every day. Cultivate an inspired culture of trust and transparency, and employee empowerment
May recommend staffing needs and team processes required to achieve results
Demonstrate potential to handle C-level conversations and engagements