Manager, Professional Services

About this position

The Manager, Professional Services will lead Benevity’s Software Implementation team for enterprise clients, keeping a constant focus on providing amazing service for our clients, and managing a high performing, enthusiastic team of project managers and Implementation Consultants.
The Manager, Professional Services is accountable for defining, building and implementing the Enterprise implementation project management strategy and process along with metrics and goals for our team of superstar implementation project managers and consultants. The person who steps into this role will have experience scaling an implementation team with a focus on Operation efficiencies, enjoys motivating and managing people, helping them to grow in their ability to provide consultative problem-solving and guidance to Benevity’s clients. You pay attention to details, are highly organized and are always looking for ways to improve.

 
What you will do
Manage the Enterprise implementation team and oversee their objectives, processes and metrics to deliver extraordinary client service experiences
Implement tools, processes, and training that will enhance and scale service delivery to users and improve efficiency;
Monitor metrics, issues and trends to identify opportunities for improving service delivery, client retention and revenue models
Provide clear direction on goals to all team members, coaching people to ensure that collectively, client expectations are met and exceeded
Work closely with other members of the Client Services team to prioritize and monitor internal and external deliverables; ensures activities are completed on schedule with excellent quality outcomes
Foster team building by encouraging individuals to share knowledge, highlighting problems or critical situations to management or team, being pro-active in everything regarding team working behaviours.
Use regular, effective performance review meetings, reviewing and acting upon the weekly/monthly Operating Reports for team improvements; ensure skills assessments of team members are current.
Ensure processes and procedures are documented, communicated and understood across team members and program areas;
Develop service reports/analyses for Client Services and leadership teams
 
What you bring
5+ years’ experience in people management– provides calm, clear leadership to a group of implementation resources, with the ability to modify your management style to meet the preferred style of your team members
3+ years’ experience onboarding and implementing new clients in a fast-paced SaaS company
An undergraduate degree with a major/minor in business or computer science, or equivalent work experience preferred;
Powerful client advocate – you feel a sense of responsibility and urgency when a client calls for help and communicate that urgency and need for high performance to the team
Delivery and results-oriented – knows that understanding the how and why of issues is part of resolving them and that delivering on promises is the basis of relationship health and longevity
High performing coach – an outgoing people person who wants to build and grow a like-minded team, with the ability to consult and provide opinion, facilitate discussion and resolve conflict
Shows good judgement – works to be proactive rather than reactive, keeping the larger picture in mind when considering the path forward
Interested in performance excellence - You get excited about analyzing data and performing trend analyses (we know you’re out there!)
Excellent communicator – Excellent oral and written communication skills; ability to translate technical information into everyday terms
Conceptual understanding of ITIL, PMP and data standards;
Understanding of project management and deployment frameworks;
Demonstrated organizational skills with the ability to set priorities, meet deadlines; and work in a multi-disciplinary team environment;
Manages multiple projects at once while paying strict attention to detail
 
 
Our Commitment to a Diverse Culture
We believe in the power of diversity and we’re dedicated to creating a diverse, equitable and inclusive environment at Benevity. We ensure equal opportunity for all applicants and encourage people of all visible minorities, including Indigenous applicants, and those of any religion, sex, age, ability, sexual orientation, gender identity or expression to apply.

A Place for all Genders in Tech
Gender diversity and equality benefits everyone. We’re committed to supporting all gender identities and expressions in tech by sharing stories and advocating for equality. We’re also proud to partner with forward-thinking organizations like  Chic Geek and Next Gen Men , who continue to build a more vibrant, inclusive and diverse technology landscape.

While we sincerely appreciate every application received, only those candidates selected for an interview will be contacted. 

About us

Go to Work and Change the World!

Looking for meaningful work where you can have an impact? Benevity is the place for you.



Benevity, Inc., a certified B Corporation, is the global leader in corporate social responsibility and employee engagement software, including online giving, matching, volunteering and community investment. Many of the world’s most iconic brands rely on Benevity’s award-winning cloud solutions to power corporate “Goodness” programs that attract, retain and engage today’s diverse workforce by connecting people to the causes that matter to them. For more information, please visit www.benevity.ca.

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