Mgr, Professional Service

Summary of Role

Manager, Professional Services are an integral part of Command Alkon's goal to deliver fully integrated technological solutions to the heavy building materials industry.  Our mission is to help organizations harness the full potential of these solutions enabling them to improve inefficiencies, deliver visibility, automate, collaborate, and grow.  Given the complexity of today’s business environment our customers need every advantage at their disposal to optimize performance.

As the Manager, Professional Services, you will manage the development of our professional services function, offerings, and processes, including but not limited to Implementation, Integrations and Professional Services requests.

How You’ll Succeed

• Provide a leadership presence on Strategic level customer projects, for both the Integrations and Implementations function, from the sales handoff to ongoing support, with a proven ability to manage complex and large-scale projects
• Leverage team data to identify opportunities to improve the quality, effectiveness, and efficiency of our processes; spearhead the design and implementation of solutions and measure their impact
• Keep a healthy customer satisfaction, by properly delivering on projects and on ongoing support. Protect the customers in the region from churning our products and maintain at or above the company's gross retention targets
• Collaborate with client and internal stakeholders to set business goals, identify appropriate resources, track and report on progress and develop schedules
• Ability to simplify difficult situations into pragmatic solutions while maintaining client satisfaction

What You Bring

• Excellent people management skills, including the ability to influence, negotiate and achieve results with direct reports and stakeholders
• Strong influencer and communicator with ability to collaborate cross-departmentally and manage up
• Strong business acumen and a deep understanding of the inner-workings of a SaaS organization  
• Demonstrated history of delivering exceptional customer service and operational excellence
• Acute attention to detail and excellent organizational and analytical skills

Who You Are

Directs Work: You provide direction, delegate, and remove obstacles to get work done.

Ensures Accountability: You hold self and others accountable to meet commitments.

Drives Results: You consistently achieve results, even under tough circumstances.

Business Insight: You apply knowledge of business and the marketplace to advance the organization's goals.

Persuades: You use compelling arguments to gain the support and commitment of others.

Balance Stakeholders: You anticipate and balance the needs of multiple stakeholders.

Decision Quality: You make good and timely decisions that keep the organization moving forward.

All Company Core Competencies

Customer Focus: You build strong customer relationships and deliver customer-centric solutions.

Cultivates Innovation: You create new and better ways for the organization to be successful.

Collaborates: You build partnerships and work collaboratively with others to meet shared objectives.

Instills Trust: You gain the confidence and trust of others through honesty, integrity, and authenticity.

Self-Development: You actively seek new ways to grow and be challenged using both formal and informal development channels.

Develops Talent (Mgmt. Only): You develop people to meet both their career goals and the organization's goals.