Manager, Professional Services
6 meses atrás
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.
**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 EMEA Sales maintaining a pulse on opportunity pipeline, and identifying opportunities to alleviate Sales’ pain points for selling professional services
- Team up with other leaders to inform and create strategies, standards and effective collaboration across the organization to evolve from our legacy mindset
- Monitor and report on metrics and KPIs for your team, including maintaining a consistent understanding of your team’s backlog to anticipate potential resourcing challenges, and projecting team’s billable utilization
**Your Experience**:
- You've spent 5-10 years leading remote consulting teams, managing business operations, and collaborating on cross-functional initiatives
- You’ve built strong relationships with customers and other leaders across organizations
- You’ve built multiple teams with an established track record of driving change and attracting, motivating, coaching, and retaining top talent
- You’ve developed the ability to understand and manage the nuances associated with operating globally distributed teams and business operations
- You’ve developed strong business acumen - in particular:
- Ability to make sense out of complex and ambiguous situations
- Ability to understand how business decisions affect financial outcomes
- Awareness of the implications of a choice for all affected partiesDecisivenessAdaptable to change
- Developed excellent written and verbal communication skills - you know how to negotiate, as well as communicate difficult/sensitive information tactfully
**What Defines You**:
- Humility - You keep your ego and self-interests in check while our customers and team remain central to everything you do
- Credibility - you walk your talk and your actions speak louder than words
- Vision - You lead with clarity, confidence, and a solution-oriented attitude
- Adaptable - You have an open mind that encourages new ideas and enables growth
- Accountability - You're answerable for accomplishing work and goals, and you own your decisions and actions
**What Will Make You Stand Out**:
- Previous experience working with remote teams across multiple geographies and cultures
- Project management experience
- Experience working cross-functionally on financial requirements and annual budget creation for a services delivery organization
- Experience preparing departmental metrics, KPIs, and financial analysis and reporting Familiarity with any of the following:
- Open source community
- Open source database technologies such as MySQL/MariaDB, MongoDB, PostgreSQL
- Proficiency in tools such as ServiceNow, GoogleDocs, SalesForce, and Notion
**Percona's Lifestyle**:
- Enjoy the freedom to work remotely from anywhere in the world
- With top talent sourced globally, you will enjoy an international and culturally diverse team
- Flexibility in your working hours means you can prioritize your personal life, pursue hobbies, volunteer, and stay active
Our internal programs include groups like:
- The Percona Adventure Team: This team embarks on unforgettable journeys to breathtaking locations around the world for activities such as mountain climbing, hiking, white water rafting and more.
- Women Transforming Technology is a grassroots program committed to building a supportive community of women in technology. Their goals are to connect, empower and inspire women in all areas and levels of the organization.
- Flow days: Fridays at Percona are for focusing on finding your workflow. Meetings and distractions are limited on Fridays so you
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