Senior Manager, Professional Services

Blackbaud

1d•$101,900 - $132,800•Remote

About The Position

As a Manager, Professional Services, you will lead a team of service delivery professionals responsible for delivering software implementation, advisory, and consulting services to our customers. This is a player-coach leadership role that combines people leadership, operational management, customer engagement, and delivery excellence. You will be responsible for building and developing a high-performing team while ensuring successful customer outcomes, operational efficiency, and delivery quality. This role plays a critical part in supporting Professional Services objectives by driving utilization, resource planning, team development, and customer satisfaction. As part of a larger cross-functional organization, you will collaborate closely with business analysts, business consultants, technical consultants, developers, conversion analysts, and organizational leaders to deliver exceptional customer experiences and achieve key business objectives.

Requirements

2+ years of direct people management experience, including performance management, coaching, employee development, talent planning, and performance reviews.
Experience leading implementation, consulting, professional services, customer success, or customer delivery teams.
Demonstrated ability to lead and motivate teams while balancing competing business priorities.
Experience managing operational metrics such as utilization, capacity planning, resource forecasting, revenue, or service delivery performance.
Strong organizational and time management skills with the ability to manage multiple priorities in a fast-paced environment.
Excellent written, verbal, and interpersonal communication skills.
Strong attention to detail and commitment to delivering high-quality customer outcomes.
Ability to effectively collaborate and influence across multiple teams and stakeholder groups.

Nice To Haves

Experience managing Professional Services, Implementation, Consulting, or Customer Success organizations.
Experience supporting ERP, financial management, accounting, or SaaS software implementations.
Knowledge of Financial Edge NXT, nonprofit financial operations, fund accounting, or comparable enterprise financial software solutions.
Experience with utilization management, workforce planning, forecasting, and operational performance management.
Experience managing customer escalations and executive-level stakeholder relationships.

Responsibilities

Lead, coach, and develop a team of Professional Services associates.
Foster a culture of accountability, collaboration, continuous learning, and customer success.
Conduct regular coaching conversations, quarterly check-ins, performance reviews, and goal-planning discussions.
Support recruiting, onboarding, retention, succession planning, and career development initiatives.
Provide ongoing feedback and mentorship to help associates achieve their professional goals.
Ensure team members have the resources, support, and guidance needed to succeed.
Lead by example through integrity, customer focus, collaboration, and a commitment to excellence.
Drive achievement of team productivity, utilization, revenue, and operational goals.
Ensure adherence to Professional Services methodologies, standards, and delivery practices.
Monitor project health and delivery quality to ensure projects are completed on time, within scope, and within budget.
Forecast resource needs and proactively align staffing against project demand and sales pipeline activity.
Partner with internal and external delivery resources to support successful service delivery.
Identify opportunities to improve operational effectiveness, scalability, and team performance.
Track and manage key performance indicators related to utilization, revenue, gross margin, and service delivery outcomes.
Develop a strong understanding of customer needs and the implementation portfolio.
Support complex customer engagements and assist with project escalations.
Partner with Sales and Business Development teams to provide delivery insights, project estimates, and scoping support.
Advocate for customer needs while balancing business objectives and delivery commitments.
Ensure high-quality customer experiences throughout implementation engagements.
Represent the practice in departmental and company-wide initiatives.
Partner with Professional Services leaders and delivery teams to drive consistent execution and delivery excellence.
Collaborate across consulting, technical, conversion, and development teams to achieve customer success.
Contribute to strategic initiatives that improve service delivery, operational effectiveness, and employee engagement.