Unit Manager, Professional Services, Americas Region

Acronis

About The Position

Acronis is a world leader in cyber protection, delivering natively integrated solutions that monitor, control, and protect the data that businesses and lives depend on. Driven by our passion to protect every workload, we’ve built the industry’s only all-in-one cyber protection platform. We are looking for a Professional Services Unit Manager for NAM & LATAM to join our mission of protecting the digital world. Acronis offers Professional Services for our Service Providers and Enterprise users to assist with the design, integration, implementation, and on-going operation of Acronis’ cybersecurity, RMM, backup, disaster recovery, storage, file sync and share, monitoring, and other data protection solutions. We take pride in delivering high quality services and deliverables, and we believe that our partners success invariably depends on our ability to provide reliable and complete cyber protection and fast recovery services for virtual, physical, mobile and cloud environments. The Professional Services Unit Manager will drive operational excellence, oversee the delivery of hybrid MSP deployments or complex enterprise projects, and ensure customer success through the highest standards of service delivery. This role is responsible for business growth, P&L management, resource capacity planning, and building a high-performing team that consistently exceeds customer expectations. We are looking for a strategic leader with a proven track record in managing MSP and enterprise software solution implementations, exceptional business and financial acumen, and strong technical expertise in cybersecurity, backup, disaster recovery, storage, infrastructure and networks. The ideal candidate is results-oriented, collaborative, and thrives in a dynamic, matrixed technology environment.

Requirements

Minimum 4 years of proven management and leadership experience in project management and/or enterprise software solutions delivery.
Strong business and financial acumen, with a demonstrated history of achieving targets across practice management, including P&L, budgeting, forecasting, bookings, and revenue.
Strong operational management, project management, consulting, technology, and process improvement skills.
Proven track record in managing complex software implementation and customization projects with service providers and enterprise customers.
Demonstrated experience in designing and delivering technically robust and competitive solutions that meet customer business objectives.
Deep technical background in cybersecurity / RMM/ backup/ disaster recovery/ storage, with up-to-date industry knowledge in these domains.
Excellent communication, presentation, and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels, including C-level executives.
Experience working in a matrixed technology organization, engaging with diverse internal stakeholders.
Ability to cultivate long-term, strategic, executive-level relationships.
Willingness and ability to travel up to 30% of the time, including international travel.
Fluent written and spoken English required; proficiency in Spanish, Portuguese, or French is a strong plus.
Bachelor’s degree in Computer Science, Information Systems, or a related field.

Nice To Haves

Project/Program Management (PMI) certification is a plus.
Fluent written and spoken English required; proficiency in Spanish, Portuguese, or French is a strong plus.

Responsibilities

Develop and execute strategic and operational plans for Professional Services, Project Delivery, and Technical Account Management functions; set KPIs and measurable objectives for the organization and individual team members.
Support the pre-sales process in partnership with Sales, including developing commercial proposals, responding to RFIs and RFPs, and negotiating service scopes and terms for strategic deals.
Build and maintain effective long-term business relationships with key stakeholders, both among customers and within Acronis.
Manage the financial targets for the region, overseeing billings, margins, delivery quality, and customer satisfaction.
Recruit, train, and develop top talent, fostering leadership and professional growth; set individual objectives and conduct performance reviews and career development discussions.
Develop and maintain a dynamic resource capacity plan to scale the team in line with business growth and changing customer needs.
Lead process improvement initiatives and drive the development of policies, procedures, service products, and tools to support efficient and high-quality delivery.
Oversee and manage customer implementation, consulting, and premier support services, ensuring optimal engagement staffing, capacity management, and service delivery; maintain control over project schedules, budgets, risks, and deliverables to meet established KPIs.
Lead escalation management, perform root cause analysis, and coordinate damage control as needed to resolve critical issues.
Maintain comprehensive reporting on the status of customer engagements, achievement of organizational KPIs, and progress of key development initiatives.