Mgr. Professional Services Consulting

Duties and Responsibilities

• Service Delivery
• Ensure that the team is fully versed in executing engagements in compliance with UKGs defined methodology, policies and procedures
• Ensure that all engagements are planned, activities recorded, and managed within PS billing system, consistent with defined “best practices”
• Effectively balance team resources given employee load, expertise, complexity, as necessary
• Continually monitor all engagements to ensure milestone achievement and the execution of supporting financial transactions (Invoices, credit/re-bill activity, expense recording and invoicing, etc.)
• Serve as a first point of contact for team engagement and customer escalations
• Monitor team performance in conjunction with service delivery metrics established for the organization – utilization, customer satisfaction, reference ability, as examples
• Works with Director to set priorities for the team based on business demand and ensures goal achievement
• Drives and supports the team’s ability to meet quality, volume, and timeliness of expected output by managing daily activities. May recommend improvements to team
• procedures
• Acts as trusted advisor for internal and external stakeholders
• Teamwork
• Participate in account reviews with sales and pre-sales within Practice/Region
• Provide direct support to Project Managers by participating in customer sessions as required by engagement needs
• Works with Director to effectively leverage cross-functional resources as necessary to ensure region success
• Ensure that all resources possess the training, tools and support necessary to achieve business objectives
• Work with Global Support to resolve customer issues related to the implementation on a timely basis
• Business Performance
• Conduct ongoing engagement/project reviews ensuring a detailed understanding of project status, scope, and risks. In partnership with the Director, effectively manage backlog within the region/practice
• In collaboration with the Director, ensure that financial plans (revenue and profitability goals) are met or exceeded for assigned the practice
• Ensure that operational metrics are achieved or exceeded as the basis for measuring operational excellence
• Provide monthly forecast and Quarterly input with an emphasis on predictability, demonstrating control of the business
• Proactively identify and qualify new business opportunities in support of Customer business objectives
• Customer Related Activity
• Participate with Sales and Service Architects, as requested, to respond to and position service delivery expectations during the pre-sales process
• Analyze, monitor and respond to feedback received through customer satisfaction surveys, Account Management or direct customer input
• Serve as the “business owner” of all customers within assigned practice and ensure that customer needs are met
• Leadership
• Cascade to Practice/Region the business objectives, expectations and measurement criteria for their respective positions
• Responsible for the performance of the team; sets priorities for and coaches direct reports to meet deadlines and resolve problems
• Provide ongoing and timely feedback to employees relative to performance
• Ensure that skill requirements are maintained and enhanced in conjunction with business/product direction
• Develop and deliver performance appraisals to all employees accompanied by specific development plans for each.
• With guidance from the Director, demonstrate strategic thinking, foresight, courage to be bold and humble, challenge and support employees, to connect cross-functionally, and to disrupt outdated norms. Set new standards that inspire, engage, and develop employees every day. Cultivate an inspired culture of trust and transparency, and employee empowerment
• May recommend staffing needs and team processes required to achieve results
• Demonstrate potential to handle C-level conversations and engagements

Basic Qualifications

• 5+ years of people management and/or people leadership experience within SAAS operations
• 3+ years of HCM/WFM industry experience
• 2+ years of software implementation experience
• Leadership in managing both customer and internal resources (at all levels) during adverse situations – problem escalations, engagement challenges – effectively balancing customer satisfaction and business objectives throughout.

Preferred Qualifications

• Experience working within the UKG Ready platform
• Bachelor’s degree in a Business or Technology discipline
• A proven track record in delivering quality, on-time technology solutions to a diverse customer base
• Excellent communication and negotiation skills
• Strong business acumen – planning, forecasting, budgeting. Understand financial fundamentals including revenue recognition requirements within the software and service industry
• Experience in communicating technical and project information in a business context

Company Overview