Manager, Project Services

ServiceTrade•Durham, NC

22h•Hybrid

About The Position

ServiceTrade is a leading SaaS company transforming the fire protection and mechanical industries. We’re seeking a motivated and skilled Manager, Project Services to join our growing team. As a Manager, Project Services, you will be responsible for leading a team of consultants and subject matter experts dedicated to the optimization, upkeep, and ongoing success of ServiceTrade’s existing customers. This team enhances customer accounts by reviewing customer processes, creating standard operating procedures (SOPs), developing business intelligence (BI) dashboards and reports, automating processes, integrating systems using APIs, and ensuring data health and integrity. Your central focus will be to create an environment that promotes success within your team and the customers your team serves. Success within your team is defined by employee retention and professional growth. Success of the customer is defined by successful adoption, optimization, and long-term value realization from the products they purchase. Why ServiceTrade: Our Professional Services team is at the forefront of revolutionizing an industry often overlooked when it comes to technology. You’ll work alongside our forward-thinking Leadership Teams to spearhead impactful, transformative solutions as well as helping our company grow by aiding the creation or maintenance of processes that better support our central focus. What sets us apart? Our product is a true GAME-CHANGER that provides our customers a massive ROI and keeps them on the leading edge of the industry. About You: You’re a clear and confident communicator who can present concepts and plans efficiently to a variety of stakeholders. You’re highly organized, thrive in fast-paced environments, and know how to prioritize what matters most. You bring a growth mindset and a natural curiosity, always looking for opportunities to learn and improve day over day. You’re able to motivate others, provide thoughtful and constructive feedback, and support teams through clear expectations and accountability, including the use of SMART goals. You also understand how to operate in organizations where support or services functions work closely with engineering, development, and other cross-functional partners.

Requirements

B.A. or B.S. degree with 5+ years of customer service or consulting experience and 2+ years of management/leadership experience.
Strong understanding of SQL, data manipulation, data management, Google Sheets and/or Microsoft Excel.
Strong understanding of business intelligence (BI) principles, reporting, and dashboard development.
Experience with process automation and system integration using APIs.
Strong Project Management skills, including scoping and estimation.
Applied AI Proficiency : Demonstrated ability to leverage AI tools (e.g., LLMs, copilots, automation agents) to accelerate content creation, data analysis, and workflow optimization.
AI Curiosity & Engagement : Proactive approach to learning and experimenting with emerging AI technologies to identify new opportunities for service delivery improvement.
Data Readiness for AI: Understanding of the data structure, quality, and governance required to support effective AI implementation and automation.

Responsibilities

Lead, manage, and help build a post-live services team composed of customer-facing consultants and the Subject Matter Experts (SMEs) who execute scoped projects.
Drive AI Adoption: Champion the responsible use of AI within the team to enhance consultant productivity and improve customer time-to-value.
AI-Enabled Service Design: Identify and implement AI-assisted workflows that reduce manual effort and standardize service delivery outcomes.
Prepare and present Scopes of Work (SOWs) and estimates for customers and prospects.
Manage a hybrid team of remote and in-office employees.
Mentor and coach employees to prepare for career advancement.
Maintain an open door policy for feedback and keep the team engaged.
Discuss performance regularly with your team members.
Serve as an escalation resource for your team and customers.
Build and improve processes that support customer optimization and long-term adoption.
Manage customer-facing technical resources, processes, and systems.
Own project assignment for your team.
Work with other departments and teams to continuously improve the customer journey.
Understand client expectations throughout the post-live customer lifecycle to ensure alignment with market needs.
Partner with Product and provide information about product specific issues that negatively impact solution adoption and optimization.
Measure Success: Set, develop, and communicate individual and team goals.
Share monthly delivery, backlog, and utilization metrics.
Report KPIs that drive process improvements and variable compensation.
Provide analysis aimed at identifying risk and opportunities for improvement.

Benefits

Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions
Dental and Vision through Unum
Flexible Spending Account and Dependant Care Account
Company-paid Life insurance, STD and LTD
Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
401(k) with up to 3% employer match and NO vesting period
Flexible PTO policy
10 company holidays
Parental Leave
Paid Time Off for Volunteering
Employee Reimbursement Program to use for well-being, technology and/or professional development