Senior Manager Professional Services

Fusion Risk Management•London, ON

About The Position

The Senior Manager of Professional Services will be responsible for leading and managing a team of Implementation Consultants, ensuring the successful delivery of Fusion’s software implementation and enhancement projects. This individual will play a critical role in driving customer satisfaction, revenue growth, and operational excellence within Fusion’s professional services organization. The successful candidate is a strategic thinker, strong leader, can scale the team to meet growing business needs, and possesses exceptional client relationship management skills.

Requirements

Minimum of 8 years in professional services as a project manager, program manager, or portfolio manager, with at least 4 years in a senior manager role
Exceptional leadership and management skills with a track record of building and developing high-performing, customer-facing teams
Solid executive presence with demonstrated experience presenting to C-suite or senior executive stakeholders
Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with clients and internal stakeholders
Strong bias to action
Strategic thinker with the ability to drive professional service initiatives and achieve business goals
Analytical mindset with the ability to leverage data and metrics to identify trends, insights, and improvement opportunities
Ability to work well independently and in a team environment
Strong project management skills, with a proven track record of successfully delivering multiple simultaneous, complex projects, preferably in a SaaS environment
Positive, client centric attitude
Experience managing escalations with well-developed problem-solving skills and ability to drive execution of potential solutions
Strong functional and technical understanding of Cloud Computing concepts and SaaS platforms, with experience in the Salesforce ecosystem preferred
Demonstrated ability to manage distributed teams of people
Ability to make sound decisions based on customer needs and product knowledge
Willingness to travel up to 25%

Nice To Haves

Advanced degree preferred
Salesforce.com certifications preferred
PMI or Six Sigma certification preferred
BC/DR Industry certification (BCI, DRII, etc.) or equivalent preferred

Responsibilities

Lead and mentor a team of billable professional services resources, providing guidance, coaching, and support to ensure their individual and collective success
Set clear objectives and performance expectations for the team, fostering a high-performing culture of accountability and continual learning
Collaborate with team members to create development plans focused on skillset expansion in line with individual goals, product feature expansion, and forecasted pipeline
Develop and maintain proactive cross-functional partnerships with Account Management, Product Management, Product Marketing, Customer Success, Engineering, and Support to ensure a holistic approach to delivering client projects that maximize customer value
Continuously evaluate and improve professional services processes, methodologies, and tools to enhance efficiency and effectiveness
Collaborate with management and leadership within Professional Services to drive strategic initiatives and foster ongoing improvement and growth within the teams
Maintain a working knowledge of all Fusion-supported products and technologies
Collaborate with Sales, Account Management, and Deal Architecture to understand client requirements and project scope
Act as a project sponsor to provide oversight and governance, including tracking of key metrics for project health, budget, and risk
Monitor project progress, identify and mitigate risks, and escalate issues as necessary to ensure successful project outcomes
Serve as the primary point of escalation for a portfolio of projects for both internal and external resources
Develop and maintain strong relationships with key project stakeholders, including clients, partners, and internal teams, to ensure alignment, project success, and client satisfaction