Senior Manager, Professional Services

Euna Solutions•Atlanta, GA

About The Position

The Senior Manager, Professional Services plays a pivotal role in leading the successful delivery of implementation projects across Euna’s product lines. This role bridges strategic planning and operational execution, ensuring high-quality service delivery, client satisfaction, and team performance. The Senior Manager will oversee multiple Professional Services teams, drive process improvements, and collaborate cross-functionally to support scalable growth and customer success. This role reports directly to the Director of Professional Services.

Requirements

Experience with customer success platforms (e.g., Totango, Salesforce, Zendesk) or the ability to quickly learn.
7+ years of experience in Professional Services, including 3+ years in a leadership role.
Proven track record of managing enterprise SaaS implementations.
Strong understanding of project management principles (PMP certification preferred).
Experience with Cloud Coach or similar PSA tools.

Nice To Haves

Excellent communication, leadership, and stakeholder management skills.
Ability to thrive in a fast-paced, evolving environment.
Strong problem-solving and analytical skills.
Experience with CRM, ERP, or other enterprise software implementations, particularly GovTech.
Comfortable adapting to diverse customer business processes.
Highly organized, focused, and persistent in achieving objectives.
Collaborative team player who values feedback and continuous improvement.

Responsibilities

Lead, coach, and develop teams of managers and individual contributors.
Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.
Oversee the planning, execution, and delivery of complex implementation projects, ensuring they meet scope, timeline, and budget expectations.
Ensure consistent application of project management methodologies and tools (e.g., Cloud Coach).
Act as an escalation point for project risks and client concerns.
Partner with the Director of Professional Services to define and execute departmental strategies.
Drive improvements in service delivery processes, resource planning, and reporting.
Contribute to the development of standardized Statements of Work (SOWs) and onboarding frameworks.
Work closely with Sales, Customer Success, Product, and Support teams to ensure seamless transitions and alignment on client outcomes.
Participate in pre-sales solutioning and scoping discussions as needed.
Build strong relationships with key clients and stakeholders.
Ensure a client-centric approach to delivery that supports long-term success and retention.
Champion customer retention through consistent and high-quality engagement practices.
Support career development and performance management aligned with departmental goals.