Senior Manager, Technical Services and Implementations
Crimson Hexagon is the global leader in consumer insights from social media data. Powered by patented technology and an in-house data library of more than 950 billion posts, Crimson Hexagon's platform helps hundreds of brands and agencies answer critical business questions through the insights derived from social data. Clients include leading global organizations such as General Mills, Starbucks, Paramount Pictures, Microsoft and Twitter, and leading agencies such as TBWA, VML, BBDO, Saatchi & Saatchi, Ogilvy, Edelman and Digitas. We’re a high growth software company headquartered in Boston with offices in Chicago, San Francisco and London.
As the Senior Manager of Technical Services and Implementations you will lead our implementation and technical services team in North America. In this role, you will manage a team of Project Managers and Technical Consultants. In addition, you will provide a point of escalation and oversight for US-based implementation projects. You will be responsible for on-time on-budget project delivery.
Prior experience implementing software (preferably SaaS) is key to ensure you can make an immediate contribution. You will bring a passion for customer success, profitable implementations and inspired leadership with a proven track record of leading and motivating a professional services team.
Responsibilities:- Work cross functionally and with the Director of Technical Services on revenue forecast, capacity plan, manage operating expenses and effectively utilize resources including resources from our coaching and analytical services team
- Grow and manage the business development of professional services implementation and technical services for the region
- Oversee technical Partner enablement and provide ongoing partner relationship management for key ecosystem participants
- Deliver accurate and timely organization and project reporting
- Proactively engage with the sales team to identify and grow opportunities and position services
- Focus on building and improving process efficiencies within the project implementation practice
- Act as senior point of project escalations, communicating with client executives and sponsors
- Monitor programs, procedures, and metrics to ensure on-time delivery and overall customer satisfaction
- Motivate, inspire and mentor team members
- Minimum 8 years in professional services consulting of which 3 years is within management and previous full lifecycle of software implementation
- Previous implementation experience
- Experience leading the scoping activities on technical implementation projects
- Proven long-term customer relationship skills; passionate about customer success
- Strong customer escalation and resolution capabilities
- Record of leadership in a global, remote, team-oriented environment, working well in a fast-paced environment, and meeting multiple, concurrent deadlines
- Ability to coordinate cross functionally and balance the needs of the customer with the needs of the organization
- Strong negotiation and conflict-resolution skills
- Excellent written and verbal communication, presentation and facilitation skills
- Excellent organizational project and time management skills