Manager – Support & Professional Services

JOB RELATIONSHIPS

• Reports to: EVP (initially)
• Interrelationships: Cultivate strong relationships with customers. Interact effectively with members of Sales & Marketing, Research and Development, Finance, HR, and other businesses within the Frontline Portfolio. 

JOB DUTIES & RESPONSIBILITIES

• Drive attainment of customer support KPIs by coaching, developing and managing support staff.
• Drive attainment of professional service monthly/quarterly/annual revenue targets by coaching, developing, and managing PS staff.
• Provide team leadership; set clear and measurable team goals and objectives; actively coach and mentor staff; hold staff accountable for meeting or exceeding cited goals and customer expectations.
• Ensure clear communication and adherence to divisional processes and procedures.
• Serve as a key point of escalation for customers to ensure concerns are consistently dealt with in a prompt, thorough and effective manner.
• Assist with revenue management on all product lines which fall under the manager’s direct scope of responsibility.
• Manage annual customer maintenance contracts; ensure project deliverables are met based on contract terms (may actually need to project manage new projects tied to v4 upgrade); identify billable activities performed by the team and drive a strong balance of revenue awareness and management in conjunction with excellent customer service.
• Actively manage personnel issues including, but not limited to, hiring, preparation and delivery of mid-year and year-end staff performance evaluations, development of employee performance action plans, administration of corrective action and termination of under-performing staff, and development of growth plans to include annual score cards.

JOB REQUIREMENTS

• Bachelor’s Degree or equivalent combination of education and experience.
• Prior management experience with minimum staff size of 7-10 individuals, desired.
• Financial forecasting required.
• Project Management desired.
• Successful track record of managing remote employees, desired.
• Knowledge of municipal software applications (financial/billing/tax) REQUIRED.
• Basic familiarity with relational database concepts and operating system terminology, strongly desired.
• Must demonstrate decisive decision-making ability and strong problem solving skills.
• Must demonstrate ability to effectively assess and analyze complex information, communicate outcomes in a clear and concise fashion, and execute decisions in an independent, effective manner while keeping focused on business objectives and customer and employee needs.
• Excellent oral and written communication skills.
• Ability to work in a collaborative and professional environment which emphasizes teamwork.
• Demonstrated track record of effectively managing multiple assignments and projects within defined and challenging timelines.
• Minimum travel required (customer meetings, quarterly team meetings, Harris leadership events)