Manager, Professional Services

Vertafore•Denver, CO

5d•Hybrid

About The Position

Vertafore is hiring a Manager, Professional Services to lead its customer implementation and managed services practice. This customer-facing business leader is responsible for achieving or exceeding financial and delivery metrics for the practice area, including bookings, revenue, margin, and customer satisfaction. The role requires management expertise and strong communication, facilitation, and mediation skills, along with extensive experience in software implementation. The manager oversees project delivery and customer satisfaction, works with Sales on proposal estimation and costing, and engages with clients throughout the sales process. The role also leads recruiting and people-management efforts, collaborates with Customer Support, Product Management, Development, and Sales, and reviews the sales pipeline to ensure the organization can deliver forecasted projects. The position is based at an office location on a hybrid schedule, requires travel up to 25%, and may require occasional weekend or after-hours client support and conversion assistance.

Requirements

Bachelor of Science in a business discipline or equivalent practical experience.
At least 7 years of functional or professional experience.
Extensive experience in the software industry.
Prior client relationship management experience.
Experience with API integrations.
Experience managing multiple high-volume and strategic programs, customer engagements, and teams.
Software implementation experience.
Experience with Salesforce, project management software, and professional services automation tools.
Proven ability to manage multiple projects and establish priorities.
Ability to manage complex information and rapidly structure and rationalize it.
Strong attention to detail and administrative organization.
Clear, concise, and comprehensive written and verbal communication skills.
Customer-first mentality.
Legally authorized to work in the United States.
Ability to travel up to 25% of the time.
Occasional lifting and/or moving of up to 10 pounds; frequent repetitive hand and arm movements to operate a computer; close vision for computer work; and frequent sitting and/or standing.

Nice To Haves

At least 2 years of management experience is preferred.
Insurance industry software conversion experience is highly desirable.

Responsibilities

Ensure projects are delivered on time and on budget.
Ensure a high degree of customer satisfaction through world-class delivery practices.
Partner with the Sales organization to ensure accurate proposal estimation and costing.
Drive recruitment and proactive people-management strategies to retain and develop key resources.
Engage with clients through the sales process.
Collaborate with Customer Support, Product Management, Development, and Sales.
Drive organizational change and team mentoring as needed to support successful market penetration of Vertafore products.
Review the sales pipeline to ensure the organization has capacity to implement forecasted projects.
Achieve or exceed practice-area bookings, revenue, margin, and customer satisfaction metrics.
Manage multiple projects and establish priorities.