POSITION OVERVIEWThe Manager, Professional Services at Routeware oversees a team of Implementation Consultants responsible for delivering exceptional customer experiences throughout the deployment of Routeware's products. This individual will lead and develop the team, ensure consistent delivery of customer-facing projects, and drive continuous improvement in processes and methodologies.
The role requires a balance of people leadership, operational oversight, and customer-facing engagement to ensure successful outcomes for both clients and Routeware.
RESPONSIBILITIES & DUTIESTeam Leadership & Development
- Lead, mentor, and coach a team of Implementation Consultants, ensuring they are equipped to deliver high-quality projects and customer engagements.
- Provide guidance in solution design, system configuration, and data analysis to support business requirements.
- Foster career development, cross-training across Routeware's product suite, and knowledge sharing within the team.
- Allocate resources effectively across projects, balancing utilization, skillsets, and customer needs.
Customer Experience & Delivery Oversight
- Oversee the execution of customer implementation projects from kickoff through go-live and handoff to Customer Success.
- Act as an escalation point for customer-facing issues, ensuring swift resolution and maintaining strong relationships.
- Ensure consultants are delivering on key responsibilities such as:
- Consulting with clients on solutions to meet business needs.
- Completing system configurations.
- Interpreting and analyzing data, and presenting results.
- Identifying trends, patterns, and opportunities for process improvements.
- Partner with Sales, Product, and Customer Success to align expectations with delivery capabilities.
Operational Excellence & Process Improvement
- Drive consistency and efficiency across all implementations by developing and refining methodologies, tools, and reporting practices.
- Oversee quality of deliverables including SOW alignment, project documentation, and reporting.
- Monitor team utilization, productivity, and project success metrics (on-time, on-budget delivery).
- Support the development and adoption of best practices in data management, reporting, and analysis.
- Contribute to strategic initiatives to scale Professional Services and improve the overall customer onboarding experience.
QUALIFICATIONS- Bachelor's degree in Mathematics, Economics, Computer Science, Information Management, Statistics, or related field.
- 5+ years of experience in Professional Services, Implementation, or Project Management, including leadership of customer-facing teams.
- Strong background in system implementation and data analysis.
- Proficiency in Microsoft Excel and data management tools, with ability to analyze and interpret complex data sets.
- Exceptional problem-solving skills and ability to provide data-driven recommendations.
- Strong communication skills, including the ability to deliver presentations and translate technical findings into customer-friendly insights.
- Demonstrated success in leading and developing teams, with a focus on customer satisfaction and continuous improvement.
- PMP or similar project management certification preferred.
BENEFITS- Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
- Paid parental leave
- Medical and Dependent FSA
- 401K match
- Unlimited PTO
- Ten company holidays
- 1 Volunteer day
- Summer Friday's
The pay range for this role is:
100,000 - 120,000 USD per year (Remote)
