Manager, Professional Services (Internal Candidates Only)

StarRez

19h•Remote

About The Position

The Manager, Professional Services is critical to the success of our customers and the company. It's important to show our customers a professional, well-refined process for bringing new software live in their environment. Training and ensuring the customer is comfortable using the system as quickly and easily as possible is key. To manage the installation, implementation, and training process for new customers based on a timeline mutually agreed upon. To manage and maintain strong relationship with customers, with every effort made to ensure they are satisfied, and open to discussing their experience with other prospects. To manage projects with current customers who are interested in acquiring additional software and/or professional services. To provide customers with Housing and Conference management subject matter expertise.

Requirements

Bachelor's Degree
2+ years of experience in Professional Services OR 2+ years of related leadership experience.

Nice To Haves

4+ years of Higher Education Housing Experience
Strong judgment, issues management, and problem analysis techniques
Demonstrated skills developing lasting "trusted partner" relationships based on proven delivery results
Strong oral and written communications skills and must possess experience at presenting and leading meetings with senior staff
Strong judgment, issues management, and problem analysis techniques
Experience working in accounting and/or with accounting systems
Experience using or implementing Student Information Systems such as: Oracle, PeopleSoft, SAP, Banner
Excellent communication skills (including public speaking and written communication)
Outstanding work ethic
Self-motivated with superior time management skills
Team oriented
Utilize problem-solving techniques to manage escalations in a timely manner
Flexibility to work with customers in different time zones (including internationally)
Able to execute and focus in a fast-paced work environment
Ability to multi-task competing priorities
Proficient use of internal tools and compliance with company procedures

Responsibilities

Supervision of 4-6 Project Managers and Project Consultants, providing overall support and leadership within the services team.
Meet individually with PM's at least once a week to review projects and provide support to newer team members, and as needed with senior team members.
Responsible for creating new hire training, along with the ongoing training for the Services Team.
Monitor administrative tasks of the Services team to ensure consistency and accuracy, such as, logging hours, project plan updates, etc.
Provide escalation support and back up for the Director of Professional Services.
Join calls as needed to provide support to Project Managers when scoping custom specs.
Assist with Project Assignment Process.
Assistance with conducting Scope Review calls with new customers.
Provide additional support for creation of specification documents.
Running professional training sessions - Internal and External.
Provide customers with subject matter and business process consultations.
Understand customer requirements, translating them into refined and specification documents.
Provide resolution to project, implementation or customer issues, following proper escalation procedures based on internal practices
Create project documentation and procedures.
Support customers to strategize and design the integration of StarRez software with other systems, and data mapping / data loading needs.
Testing of products, custom tools or components.
Create/update documentation for customers.