As the Manager of Services Delivery, you will build and oversee a team of Implementation Consultants and Project/Program Managers  and be responsible for the operational and financial aspects of professional services delivery. You will drive the achievement of revenue and utilization targets, ensure customer satisfaction, and continuously evolve our practice in line with product developments and customer needs. In this high-visibility role, you will lead the delivery of professional services, coach future leaders, and drive organizational growth through process improvements and strategic initiatives.

You will thrive in this role if you have strong leadership skills to inspire and develop your team, technical acumen to oversee project delivery and provide guidance, a passion for customer outcomes and success, a drive to exceed customer expectations, operational excellence to manage resources and ensure efficient project execution, and exceptional communication and interpersonal skills to collaborate effectively with customers, stakeholders, and internal teams.The Manager of Services Delivery reports directly to the VP, Customer Success and Services. 

How You’ll Make an Impact:

• Ensure team attainment of utilization and revenue aligns with department goals.
• Oversee delivery teams assigned to customer engagements.
• Ensure delivery quality and customer satisfaction, serving as the first point of contact for resolving customer escalations.
• Lead, mentor, and manage the professional services team, providing coaching, guidance, and performance feedback.
• Oversee the end-to-end delivery of projects, from scoping and planning to execution and post-launch support.
• Collaborate with the sales, customer success, and product teams to ensure alignment between client needs and solution delivery.
• Develop and implement scalable professional services processes and frameworks to improve efficiency and client satisfaction.
• Partner with the Resource Management team to ensure team workloads are balanced and skills and interests are matched to project opportunities
• Manage client relationships, acting as a trusted advisor to ensure their success and long-term partnership with our platform.
• Monitor and manage project budgets, ensuring projects are delivered within scope, on time, and on budget.
• Conduct forecasting and financial analysis for services delivery, providing accurate revenue and resource planning.
• Drive continuous improvement efforts in service delivery, identifying opportunities for process optimization and enhanced client outcomes.
• Provide regular reporting on project and team performance, tracking key metrics such as customer satisfaction, project health, revenue attainment, and financial targets

You’ll Enjoy This Role If You Have:

• 5+ years of experience in professional services, preferably in a SaaS or e-commerce technology company.
• Proven track record of managing and scaling professional services teams with strong financial accountability.
• Experience achieving revenue and utilization targets, with expertise in financial forecasting and project budgeting.
• Strong understanding of SaaS implementation processes and methodologies, and a customer-centric approach to service delivery.
• Excellent project management skills, with the ability to manage multiple projects and cross-functional teams simultaneously.
• Strong leadership skills with a proven ability to coach, mentor, and develop a high-performing team.
• Exceptional communication and interpersonal skills, with the ability to collaborate with internal teams and external stakeholders.
• Experience in the e-commerce industry is a plus

US Benefits - 

• Competitive Salary
• Equity
• 401 (k)
• Unlimited Vacation
• Full Benefits: Medical, Dental, and Vision Insurance
• Company provided Life Insurance and Short Term Disability as well as additional voluntary insurance elections
• FSA: Medical, Commuter, and Dependent Care
• HSA: Tax-advantaged Medical Savings Account
• 16 Week Paid Maternity & 10 Week Paid Parental Leave Program
• Referral Bonuses

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