Professional Services Senior Manager

Job Description

Mitratech is a proven global technology partner for Corporate Legal and Compliance (CLC), Governance and Regulatory Compliance (GRC), and Human Resources Compliance (HRC) teams. Our approach to work is proactive, collaborative, and committed. The professionals who are thriving at Mitratech are people like you who know how to balance individual excellence with teamwork. We believe our employees’ enthusiasm fuels great work, so we pursue individuals with a passion for building an environment of ownership, transparency, continuous improvement as well as a dedication to driving the best possible experience for our clients. In other words, if you like people and technology, you'll fit right in.

The Professional Services Senior Manager is responsible for Professional Services and Implementation teams for one – three applications within a single business unit, the successful onboarding of new customer implementations and existing customer project work. The ideal candidate will possess exceptional management skills, the ability to on board individual contributors, financial curiosity to deliver against P&L budgets, adept cross functional relationship-building capabilities, and a passion for empowering “reports to” team members to succeed. This role requires close collaboration with the Team Managers to ensure successful rollout of scope and an understanding of efficiency in onboarding.

Essential Duties & Responsibilities:

• Leadership and Management: Provide strategic direction and support to individual team contributors and services leadership, fostering a culture of collaboration, accountability, and continuous improvement. Cross-train individual contributors to ensure a versatile and agile workforce capable of adapting to changing project demands – ultimately advising to expand their career path and existing experience.

• Continuous Process Improvement – Working with services leadership identify, build, and deploy strategic initiatives that will improve project delivery; reduce time to value, reduce total cost of implementation and ownership, enhance customer experience, and drive adoption for customers.

• Stakeholder Engagement and Relationship Management: Build and maintain strong relationships with key stakeholders, including clients, internal teams and third-party vendors. Act as a liaison between internal teams, facilitating communication, resolving issues, escalating risk, and driving continuous improvement.

• Operational Excellence: Drive to success across the Professional Services Department including budget management, resource allocation (staffing for teams as well as upcoming projects) and department process optimization. Implement Mitratech best practice methodologies to enhance efficiency, productivity and quality of onboarding for customers.

• Relationship Building: Cultivate strong relationships with internal stakeholders, particularly the sales, customer success, and product teams, to ensure alignment on product roadmaps and efficient onboarding processes. Develop and maintain relationships with clients to understand their needs and ensure successful implementation and integration experiences.

• Empowerment: Empower reports to team members by providing them with the necessary tools, resources, and support to excel in their roles. Foster a culture of autonomy, creativity, and innovation within the professional services teams.

DAY-TO-DAY RESPONSIBILITIES:

• Revenue Forecasting and Budget Management: Develop an understanding of revenue forecasting to support Professional Services Director or VP in ensure success target attainment.

• Monitor Resource Management / Project Completion: Collaborate closely with the Professional Service Operations Team to track and manage hours sold and hours worked, ensuring alignment with project scope and resource availability.

• Salesforce Bookings - Forecasting and Fee Approval: Oversee Salesforce forecasting for new and upsell opportunities, ensuring accuracy and alignment with company goals. Review and approve fees, Statements of Work (SOW), and overall scope purchased to maintain quality standards and profitability.

• Tactical Meetings and Collaboration: Conduct weekly tactical meetings with reports-to-team to foster collaboration, address challenges, and ensure transparent communication across the department. Encourage an environment of teamwork and shared accountability to achieve project goals.

• One-on-One Meetings: Meet with reports-to individuals on a weekly basis to discuss priorities, address challenges, celebrate wins, and provide guidance and support as needed. Act as a mentor and coach, empowering managers to excel in their roles and contribute to the success of the professional services teams.

• Cross-Functional Alignment with Business Stakeholders: Establish and maintain cross-functional alignment with key business stakeholders, including Sales, Product, Success and Support teams. Hold regular meetings, either weekly or bi-weekly, to discuss trends, forecasting, roadmap updates, and gather relevant feedback. Foster a collaborative environment where insights from different departments are leveraged to enhance the overall customer experience

• Customer Engagement: Serve as Project Sponsor for strategic customers, creating a regular cadence of communication during course of project and serve in the line of escalation during times of project challenges.

Requirements & Skills:

• 3+ years of experience in a leadership role or roles that required process development and deployment, development of teams and leaders.

• 3+ years of experience in Professional Services or similar role for SaaS or SaaS like organizations

• Proven track record in managing multiple teams, clients, collaboratively and effectively prioritizing work schedules based upon business and corporate goals, and proposing viable options and recommended solutions to address business needs

• Strong business acumen and leadership experience - proven track record of acting as a valued business partner to senior leadership

• Ability to understand the strategic direction of the business to ensure that new consulting practices are implemented to advance operational strategies and business needs

• Able to influence the scope and management of initiatives across organizational boundaries

• Ability to build and maintain relationships with team participants, business stakeholders, and Senior Management across organizational boundaries, and lead cross-functional teams

• Ability to effectively synthesize information, clearly articulate relevant details to appropriate project members, and consistently communicate with all project stakeholders

• Travel required up to 20% for Mitratech events, client site visits and conferences.

• Experience managing a team of project/program managers, functional consultants, and subcontractors

We are an equal opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability or veteran status.