Manager, Professional Services

Build your future with Sovos. If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape. At Sovos, we're dedicated to more than just solving compliance challenges – we're committed to making a positive and lasting difference in everything we do. Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities. Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes. Excited about the possibilities? So are we Don't worry if you don't check all the boxes – apply anyway We're focused on hiring the right people, not just the "right" resume. It's not about what you've done elsewhere; it's all about what you're capable of doing here. The Work You'll Do: The Manager, Professional Services is responsible for the Professional Services team for the eInvoincing/Compliance Network product line for EMEA. The Manager is responsible for ensuring that all implementations and change requests are responded to and completed in a timely fashion while delivering an outstanding customer service experience. This role is also responsible for aligning departmental goals with company objectives and strategic anchors.  A key role for the Manager, Professional Services is to be a champion of customer concerns and ensure details are professionally and adequately managed by the implementation team.  This manager must ensure to bridge communications between customer opportunities for product, sales, and support services.  Implementation Services are the base for a solid relationship with the customer business and IT team and this manager should execute competent plans to promote customer success while maintaining scope.   More specifically, you will: Manage teams and is accountable for service levels and process controls for team Provide strong leadership, guidance, and mentorship to the team Responsible for interviewing, hiring, training, coaching, mentoring, assigning work, appraising performance, rewarding, and disciplining employees Monitor team execution of client projects, including execution of activities, status reporting, issue management, and client service level outcome alignment Monitor client activities to ensure timely completion of tasks Provide assistance to the team in resolving client issues Manage client escalations Develop capacity plans to ensure proper resourcing for planned initiatives Define and leads team to successful completion of department goals Develop service level standards focused on response times and issue resolution Assess headcount needs based on efficient structure and make recommendations Assist in drafting/revising Statement of Work documents Prioritize changing demands, multi-tasks and creatively meets tight deadlines in a dynamic environment Monitor professional services efficiency, billability, utilization, and profitability Demonstrate initiative, drive and determination to achieve results, success and growth. Take full responsibility for ensuring internal and external customer satisfaction. Act with integrity and demonstrates ethical behavior in all matters with all stakeholders Adhere to a culture of professionalism, operational excellence and drive for results. Maintains a high level of energy, enthusiasm, engagement and commitment to action. Demonstrate a high degree of self-awareness and commitment to personal development and learning. Assume and executes additional responsibilities as assigned What We Need From You Bachelor's Degree 5+ years of service related work experience preferred 1+ years of management experience eInvoicing implementation and/or support experience is a plus Experience in Professional Services Moderate travel required to Sovos locations/ events and client onsite Strong time management, organizational and decision-making skills Ability to lead and empower teams to achieve individual and operational goals Ability to manage client expectations, ensuring that work is profitability complete as per the defined Statement of Work. Excellent oral and written communication skills Strong sense of personal integrity and accountability Ability to effectively manage multiple work assignments and projects What Does Sovos Offer You? The tools to enhance your life - because we want you to enjoy your life outside of work and inside Health Insurance Life Insurance Personal Accidents Insurance Meal Allowance Continuing opportunities for further Learning & Development A chance to work with talented and passionate people in a rewarding and values-driven environment  Sovos is an equal opportunity employer committed to providing an environment that celebrates diversity and where equal employment opportunities are available to all applicants and employees. We do not discriminate against race, color, religions, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic provided by law. At Sovos, all employees are encouraged to bring their whole selves to work. Company Background Sovos is a global provider of tax, compliance and trust solutions and services that enable businesses to navigate an increasingly regulated world with true confidence. Purpose-built for always-on compliance capabilities, our scalable IT-driven solutions meet the demands of an evolving and complex global regulatory landscape. Sovos' cloud-based software platform provides an unparalleled level of integration with business applications and government compliance processes. More than 100,000 customers in 100+ countries – including half the Fortune 500 – trust Sovos for their compliance needs. Sovos annually processes more than three billion transactions across 19,000 global tax jurisdictions. Bolstered by a robust partner program more than 400 strong, Sovos brings to bear an unrivaled global network for companies across industries and geographies. Founded in 1979, Sovos has operations across the Americas and Europe, and is owned by Hg and TA Associates. 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