About the role

Our Professional Services team delivers custom integrations and campaign solutions for enterprise clients - connecting their systems to our messaging, wallet, and RCS engagement platform. This role sits at the center of that delivery: you'll own engagements end to end, serve as a key point of contact for external stakeholders, and keep 15-20+ concurrent projects on scope, on budget, and on schedule.

This role balances client-facing delivery with deep internal coordination. Externally, you'll run requirements calls, manage client expectations, communicate timelines, and handle escalations. Internally, you'll coordinate PS developers, Technical Account Managers, CS, Sales, Product, and Finance - making sure the right people are working on the right things at the right time.

This is a full-time, hybrid position in Chicago, IL reporting to the Senior Director of Technical Account Services. Vibes has been recognized in 2025 as a Built In Best Hybrid Places to Work.

What you'll do
Client Engagement & Delivery

• Own multiple concurrent client engagements from kickoff through delivery and handoff. You're accountable for scope, timeline, and client satisfaction end to end.
• Serve as a primary point of contact for external stakeholders: set expectations, run status communications, manage escalations, and translate technical constraints into client-friendly terms.
• Translate business requirements into technical scope and push back when scope creep, unrealistic timelines, or under-resourced asks threaten delivery. Drive change orders and protect engagement margin.
• Track budget vs. actuals, utilization, and delivery risk across engagements. Flag slippage before it becomes a missed date or a margin problem.
• Manage dependencies and unblock the engineering team without micromanaging
• Maintain project artifacts, timelines, and documentation across all engagements
• Carry 15-20+ concurrent projects without losing fidelity on any of them. On-time delivery across all customer-facing launches is the standard.

Internal CS Operations & PS Delivery

• Run daily PS developer standups, manage Jira Kanban workflow and board architecture, and distribute workload across the engineering team.
• Own Pro Serv Customer Care ticket triage and resolution. Goal: 90%+ resolved within 5 business days. You make the developer assignment calls and track to closure.
• Triage inbound Tech Services float requests from CS and Sales float demo requests. Make TAM assignment decisions in coordination with the Senior Director
• Serve as trained CS launch backup when team members are on leave. You absorb the coverage without dropping PS delivery commitments.

Financial Tracking & Vendor Oversight

• Own PS financial tracking across HubSpot, SOWs, waived fees, and contract-included projects. Produce the monthly Finance report - every active project, SOW status, and dollar amount tied to HubSpot so Finance knows exactly when to invoice.
• Serve as primary vendor owner for Vibes' core PS vendors: approve invoices before Finance pays and oversee relationships with additional vendors in the PS ecosystem.

Reporting & Cross-Functional Coordination

• Own biweekly sprint review updates and rollup reporting to Tech Services and CS leadership. Present PS delivery status to the full Technology org in sprint reviews.

What you'll bring
Required

• 3-5 years managing client-facing technical delivery projects in a SaaS, professional services, or consulting environment
• Proven stakeholder management - comfortable setting expectations, saying no diplomatically, and absorbing client pressure without passing it to the team
• Jira or Linear fluency, comfort navigating engineering systems like GitLab
• Demonstrated ability to carry 15-20 concurrent projects without dropping fidelity
• Commercial fluency: SOWs, change orders, billable hours, and budget-vs-actuals math
• Enough technical depth - APIs, integrations, deployment pipelines to challenge estimates, understand what "done" actually means, and coordinate developers without micromanaging
• Adaptable methodology agile where it helps, structured where it doesn't, without dogma in either direction
• Experience coordinating across technical and non-technical stakeholders simultaneously developers, TAMs, CS, Sales, and Finance all have different languages and different pressures
• Strong written communication for async, documented coordination

Preferred

• PMP certification
• HubSpot experience, SOW tracking, project financial reporting, or CRM-adjacent workflows
• Familiarity with mobile marketing platforms, messaging technology (SMS/MMS/RCS), or enterprise SaaS integrations
• Vendor invoice management or financial oversight experience
• Comfort with AI productivity tooling (Jira Rovo, Claude, Looker AI) or a track record of adopting and evangelizing new tools

Signs you'll thrive here

• Ownership bias - you chase problems to closure rather than logging them and waiting
• You navigate conflict between client demands and team capacity without burning either side
• You've recovered a sideways engagement and can narrate the mechanics: re-scoping, escalation, expectation reset
• You build systems that run without you having to explain them - documentation, process, Jira hygiene
• You get traction with teams that don't report to you - influence is your primary tool, not authority

Who you'll work with

Enterprise clients, PS developers, Technical Account Managers, CS leadership, Product team, RCS Studio, DNA team, Sales, and Finance. This role has real surface area on both sides of the house - external delivery and internal operations run in parallel, not in sequence.

Compensation and Benefits

The base salary for this role is $90,000 - $100,000 annually. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills and certifications.

Vibes offers employees a full slate of benefits including competitive salaries, options, medical, dental and vision coverage, short and long term disability, life insurance, 11 paid holidays, flexible vacation, commuter benefits, a 401(k) plan and match, and a paid parental leave program.