Professional Services Manager
Location
Bowie, MD | United States
Job description
Job Title: Professional Services Manager
Job Type: Full-Time Location: Bowie, MD Overview: As a Professional Services Manager, you will play a pivotal role in leading our professional services and Tier 3 support team. This position requires a dynamic individual who excels in both a managerial and hands-on technical capacity, providing guidance, oversight, and support to our team and clients, particularly in the healthcare technology sector.
Key Responsibilities: - Team Management:
- Serve as a player/coach, directly managing and mentoring the Professional Services/Tier 3 team
- Oversee performance management, focusing on health and wellness, employee engagement, skills development and training, and career planning.
- Conduct recruiting and hiring to build a robust and skilled team.
- Ensure team coverage and engagement of escalations and incidents.
- Project Management:
- Lead project scoping and quoting, ensuring alignment with client needs and company capabilities.
- Manage the project pipeline, focusing on effective sales funnel management.
- Work with the Project Coordinator to set project schedules, resource assignments, and budget considerations.
- Ensure project execution adheres to timelines, budget constraints, and quality standards.
- Provide oversight for all project management activities, maintaining high standards of delivery.
- Evaluate project close-out tasks for completion.
- Strategic Involvement:
- Engage in KPI reporting and accountability measures.
- Participate in weekly management meetings, budget management, and contribute to corporate annual planning.
- Actively participate in incident management by providing guidance, individual execution of tasks, RCA development, and customer meetings.
- Offer pre-sales support including discovery and quote assistance.
- Offer post-sales support to client support teams.
- Be the final escalation point for Professional Services Engineers with technical or customer management issues.
- Project Execution:
- Execute specific projects as needed on time and within budget.
Additional Responsibilities: - Provide vCIO support to existing clients by identifying solutions and improvements to IT infrastructure.
- Participate in strategic customer meetings to provide guidance and clarity of solutions.
- Further involvement in pre-sales activities and strategic account management as the role evolves.
- Conduct thorough assessments of potential clients' technology needs, identifying key areas where our Technology Partners can provide value-added solutions.
- Collaborate with the sales and technical teams to develop custom solutions that align with client requirements and our Technology Partners' service offerings.
Qualifications and Skills: - 5 years proven experience in Project Management and leading teams.
- MSP experience preferred
- Proficient in Cisco Meraki networking solutions, including routers, switches, and security appliances.
- In-depth knowledge of Microsoft Azure, including Azure Active Directory, Azure Virtual Machines, and Azure Networking.
- Expertise in VMware or Hyper-V for virtualization solutions and infrastructure management.
- Strong leadership and team management skills.
- Proficient in using tools like ConnectWise Manage, ConnectWise Automate, and HubSpot.
- Experience in the healthcare technology sector is a plus.
- Strong communication and interpersonal skills.
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