Regional Manager of Professional Services report to the Vice President of Professional Services and is committed to leading a team of various responsibilities and skill sets to provide our customers a world class experience. The team will be a combination of customer facing and backend resources, it is the manager s reasonability to effectively utilize the team members to onboard customers on the Acoustic Connect platform. Acoustic Connect is the next-gen one of kind solution which has come together in a singular platform built from decades of innovation that provides a critical set of communication, marketing, AI and analytics tools. The Regional Manager of Professional Services must be able to adjust, adapt, and execute all responsibilities in a fast-paced environment.
Responsibilities:
- Oversee delivery of consulting, training, and configuration of customer s Connect application
- Ensure the Professional Services team meets objectives and delivers a world-class customer experience while adhering to standard processes and procedures
- Manage a team of various skill levels and responsibilities and provide coaching and direction as needed.
- Report against defined KPI s and develop action plan if targets aren t met.
- Understand customer requirements and ensure team members deliver effective and efficient completion of onboarding projects.
- Closely collaborate and communicate across leadership from Onboarding, Account Management, Services, Sales, Development, Support and Finance on business objectives, planning, and process.
- Provide oversite management of critical customer situations to ensure positive, timely outcomes through to resolution, including executive communications and ensuring proper customer responses
- Share in the creation and deployment of internal and customer documentation encompassing process, procedures, and best practices.
- Shared team on-call coverage for escalations outside of business hours.
- Minimum of three (3) years of relevant management experience in SaaS service delivery or support.
- Experience in agile environments with strong understanding of project management with emphasis on timed delivery.
