Percona
GLOBAL SERVICES
Manager,ProfessionalServices
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager, Professional Services at Percona. Skills: Professional Services leadership, Consulting leadership, Customer success, Team development, Profitability management. Deliver high-quality services. Deliver efficient services”
What You'll Achieve.
High customer satisfaction; High customer retention; Team development; Team utilization; Profitability
Industry & Context.
Troubleshooting performance issues; Resolve customer issues
What They're Looking For.
Must Have
5+ years leading remote consulting teams, Managing business operations, Collaborating on cross-functional initiatives, Built relationships with customers, Built relationships with other leaders, Built multiple teams, Track record driving change, Attracting top talent, Motivating top talent, Coaching top talent, Retaining top talent, Understand globally distributed teams, Manage globally distributed teams, Understand business operations, Manage business operations, Make sense of complex situations, Make sense of ambiguous situations, Understand business decision impacts, Resolve customer escalations, Adaptable to change, Excellent written communication skills, Excellent verbal communication skills, Negotiate effectively, Communicate difficult information tactfully, Communicate sensitive information tactfully
Nice to Have
Experience with remote teams across geographies, Experience with remote teams across cultures, Project management experience, Experience with financial requirements, Experience with annual budget creation, Preparing departmental metrics, Preparing KPIs, Preparing financial analysis, Preparing financial reporting, Familiarity with open source community, Familiarity with open source database technologies, Proficiency in ServiceNow, Proficiency in Salesforce, Proficiency in Confluence
What You'll Do.
Deliver high-quality services
Deliver efficient services
Deliver profitable services
Ensure team members are valued
Ensure team members are empowered
Ensure team members are engaged
Translate organizational vision
Translate initiatives into goals
Translate initiatives into objectives
Oversee delivery process
Oversee project execution
Oversee methodology adherence
Oversee process adherence
Standardize processes
Execute processes consistently
Serve as escalation point
Resolve customer issues
Develop client relationships
Maintain client relationships
Ensure Sales has needs met
Ensure Marketing has needs met
Ensure Customer Success has needs met
Foster relationship with AMER Sales
Maintain pulse on opportunity pipeline
Identify opportunities to alleviate Sales pain points
Evolve from legacy mindset
Report on team metrics
Maintain understanding of team backlog
Anticipate resourcing challenges
Project team billable utilization
How You'll Work.
Team & Collaboration
Cross-functional initiatives; Across the organization; With other leaders
Communication Scope
Written communication; Verbal communication; Negotiation; Tactful communication
Process & Methodology
Project management
Full Job Description
This role leads a team of consultants who work alongside our Support and Managed Services teams, offering all-encompassing open source database solutions. Our customers range from Fortune 50 enterprises to startups, and our consultants help plan and deliver projects that include everything from design and scalability requirements, troubleshooting performance issues, to migrating to, or across, the cloud. We’re looking for a seasoned leader who will holistically consider our team, solutions, quality and growth to ensure customer success, team development and utilization, and profitability. Our ideal candidate will be a leader who has achieved tremendous success in a Professional Services or Consulting organization, and who is motivated by transforming a business poised for exponential growth – someone who has been in a position to have this kind of impact before and is eager to do it again. You are a self-starter and motivated to identify and implement improvement opportunities to drive the team forward. WHAT YOU WILL DO - Help our team deliver high-quality, efficient, and profitable professional services that result in high levels of customer satisfaction and retention. - Ensure our team members are valued, empowered, and engaged. - Translate organizational vision and initiatives into executable goals and objectives. - Oversee the delivery process from ensuring SOW accuracy to oversight of project execution, methodology, and process adherence by the delivering team members. - Create, document, and implement processes and best practices that are standardized, adopted, and executed consistently. - Serve as an escalation point to resolve customer issues, and develop and maintain relationships with key clients. - Help ensure our Sales, Marketing, and Customer Success teams have what they need to land and expand new business. - Foster strong relationship with AMER Sales maintaining a pulse on opportunity pipeline, and identifying opportunities to alleviate Sales’ pain po
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