Manager, Professional Services

The Mgr, Professional Services manages teams of consultants participating in project teams or client engagements with responsibility for performing implementation tasks and producing quality deliverables.

Duties & Responsibilities

• Establish goals and objectives for the consulting teams.
• Responsible for shaping the vision, strategy and execution of Epicor’s professional services business. Analyze the profitability the risk potential for each engagement and recommend the solution that will satisfy the client while maximizing the profitability and reducing the overall project risk.
• Monitor and communicate internal expectations on key business metrics such as utilization, revenue generation, responsiveness and communication to clients, client satisfaction (Net Promoter Score), and employee education
• Address escalations regarding professional services and implementation issues.
• Work within Epicor to ensure that all professional services operational functions are aligned with company objectives and client needs.
• Coach and mentor reports in successful delivery of on-time and on-budget projects.
• Maintain the chargeability of the team.
• Participate in status meetings at customer sites.
• Participate in pre-sales presentations, services planning, proposal response, proposal preparation and work planning development.
• Develop career management plans for each consultant and monitor the plan for completion for each consultant.

Knowledge, Skills & Abilities

• Ability to present in sales meetings, face to face, or remotely
• Effectively communicate with customers, field consultants, executives, and co-workers
• Strong organizational, project management and time management skills
• Analyze customer problems and make recommendations for improvement
• May work at client site from time to time
• Ability to travel up to 50%

Qualifications

• 10+ years applicable experience and demonstrated success/knowledge
• 3+ years managing and developing employees
• 3+ years of product support or consulting experience preferred