Professional Services Manager

Bitfocus•Las Vegas, NV

1d•$71,000 - $135,000•Remote

About The Position

At Bitfocus, we’re building more than software — we’re building solutions that help end homelessness and transform communities. As a mission-driven team, we strive to live by our core values - we lead with care, innovate with insider knowledge, and celebrate the power of community in everything we do. We take pride in our work, support one another, and embrace smart risks that drive meaningful impact. We value authenticity, curiosity, and growth — and we believe work should be both purposeful and enjoyable. Everyone at Bitfocus plays a role in creating an 11-star experience for our customers. If you're passionate about using your skills to make a difference, we’d love to have you on the team. We hope you consider bringing your talent and drive, and join us in helping end homelessness! We are seeking a highly motivated and experienced Professional Services Manager to join our Professional Services team. The successful candidate will be responsible for supporting their team of project managers in leveraging technology and data to drive progress in homelessness prevention. They possess expertise in supporting and guiding staff, with a strong passion for empowering communities through innovative solutions. Their goal is to utilize their experience to make a meaningful impact on ending homelessness by promoting the effective utilization of technology and data. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, veteran status, or disability. THIS IS A FULLY REMOTE, FULL-TIME POSITION - SUCCESSFUL CANDIDATES WILL BE REQUIRED TO WORK FROM HOME. Compensation: We are committed to providing competitive pay and benefits that are in line with industry standards. We analyze and carefully consider several factors when determining compensation, including skills, qualifications and professional experience, which can cause your compensation to vary. This role has an annual targeted total compensation range of $71,000 - $135,000 , which includes variable compensation (bonus) eligibility. (Most candidates join us at the lower half of the range to leave room for growth, learning, and development; we negotiate actual salaries with final candidates based on experience in similar roles and expertise related to qualifications) Candidate AI Usage Policy: At Bitfocus, we are committed to fostering a hiring process that reflects each candidate’s unique skills, experience, and perspective. To support a fair and authentic evaluation process, the use of artificial intelligence (AI) tools to generate or assist with responses is not permitted during any stage of the interview process. This includes live interviews (in-person or virtual), as well as take-home assessments, test projects, and work samples. We understand that some candidates may require accommodations that involve the use of AI. If you require such an accommodation, please contact us in advance at [email protected]. We are committed to providing reasonable accommodations and ensuring that every candidate has an equitable opportunity to succeed. Remote Work Setup Requirements To ensure a productive, secure, and high-quality work environment, all employees must have the following workspace setup before their first day at Bitfocus: Private & Secure Workspace Dedicated Space: You must have a private, quiet, and secure room that is free from distractions, background noise. Internet Connection & Equipment Reliable Provider: Your internet connection must be high-speed and reliable (e.g., Cable, DSL, or Fiber Optic). Minimum Performance Standards: Your wired connection must meet or exceed the following speed and latency requirements (You can run a speed test here ): Download Speed: 50 Mbps Upload Speed: 20 Mbps Latency (Ping): 50 ms or less About the Professional Services Team: The Professional Services (PRO) team offers consulting, analytical, and implementation support services with subject matter expertise to help external and internal customers succeed. Our Professional Services staff have extensive experience implementing and supporting Clarity Human Services in many areas, including: Project planning Customer onboarding Coordinated entry system design and configuration Software configuration Software development specification and requirements gathering Policy support Best practices implementation Federal compliance reporting Data quality Data analytics Case management HUD HMIS compliance

Requirements

You are skilled at supervising and motivating teams, promoting collaboration, accountability, and professional growth. Effective in providing constructive feedback to Project Managers and troubleshooting assistance.
You are skilled in recognizing and respecting the perspectives of others, facilitating respectful communication during challenging conversations, and treating others with dignity.
You are skilled in negotiating team conflicts, coaching staff on conflict resolution, and leveraging team diversity.
You possess a strong desire to seek new ideas and actively pursue opportunities for personal and professional development.
You have sophisticated experience with large, politically sensitive projects; well-versed in methodologies, tools, and techniques to deliver projects on time and within budget.
You have the ability to create structure in ambiguous situations, developing clear frameworks and workflows that facilitate efficient management.
You possess excellent business/proposal writing skills, as well as presentation skills. Capable of presenting conference presentations, software demos, and project updates to remote and in-person audiences.
You possess strong analytical abilities, with a working knowledge of descriptive statistics, enabling you to effectively interpret data and inform decision-making.
You have enthusiasm for technology with a willingness to learn new software applications and database products.
You are skilled at building and maintaining positive relationships with civic leaders, social service agencies, and external partners.
You have demonstrated the ability to lead and manage teams effectively, fostering a collaborative and high-performing work environment.
You have a background in HMIS, the homeless services Continuum of Care, or the human services system.
You have proven experience creating and managing project schedules, tracking progress, and identifying areas for improvement.
You have experience assigning tasks, communicating deliverables, and coordinating with other departments for effective resource use.
Candidates must possess expertise in two or more of the following domains: Clarity Human Services or other HMIS software Coordinated Entry HUD and Federal Partner Requirements and Reporting Continuum of Care Roles and Responsibilities New Customer Software Implementation Data Quality Improvement, Analysis, or Integration

Responsibilities

Supervise a team of project managers and senior project managers, providing support, feedback, and mentorship to enhance project management skills and professional growth.
Coach team members on complex customer relationship building, strategic thinking regarding customer needs, and decision-making processes.
Implement and reinforce a customer-centric strategy within the team while making recommendations for enhancing the overall strategy.
Manage medium and large projects, focusing on complex and politically sensitive initiatives involving multiple team members. Tracks timelines, deadlines, and project details to ensure all projects meet department and company standards.
Gather customer requirements, determine the range of project responsibilities, and delegate tasks with minimal supervision.
Create comprehensive internal and external documentation, including workflow summaries, solution comparisons, requirements documents, SOWs, work plans, and decision/configuration logs.
Work with customer stakeholders to translate their needs and business processes into functional solutions within Clarity Human Services. Ensures alignment between stakeholder requirements and system capabilities through effective collaboration.
Provide regular updates to Bitfocus staff and customer stakeholders, ensuring all parties are informed about milestones, challenges, and progress.
Actively seek opportunities to collaborate outside the department and identify, recommend, and execute collaborative initiatives.
Collaborate with the Director and Deputy Director of Professional Services to build and refine the department's infrastructure, workflows, and processes. Support in strategic planning and implementing initiatives to carry out the company's vision.
Conduct research on new tools, policies, and technologies to enhance project outcomes and stay informed about industry trends, guiding the team effectively.
Proactively seeks answers and resources, escalating issues with recommendations and justification when necessary.