Manager, Professional Services

Job Title: Manager, Professional Services - Kitchen, Bathroom & Furniture Retail (KB&F Retail)
Location: Lisbon, Portugal (Hybrid) 
Contract: Full time, Permanent

About Us 

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world's largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

Opened in 2025, our Lisbon Regional Operation Center has grown to over 50 employees within less than ten months, with ambitious plans to expand to 300 employees by 2027.

About the role: 

As a Professional Services Manager, you will lead a delivery team to meet utilization and revenue targets while maintaining high standards of operational efficiency. You'll oversee resource planning, forecasting, project execution quality, and financial hygiene, ensuring billable work is prioritized, backlogs are managed transparently, and teams are coached to perform sustainably. The role partners closely with Finance, RevOps, Product, and PSA/ERP administrators (e.g., Certinia) to keep data clean, reporting accurate, and decisions grounded in facts. You will reinforce disciplined utilization practices, thoughtful staffing, and clarity in what is considered billable work. 

Key responsibilities include: 

• Own utilization performance for your team. Set expectations, run daily or near‑daily utilization check‑ins, and coach on workload focus and balance. Reinforce what counts as billable and ensure FOC (free‑of‑charge) time stays within policy while protecting team well‑being.
• Deliver revenue and margin to plan by triangulating your rolling forecast against capacity and budget models; manage staffing (FTE and contingent) to the levels required to achieve revenue expectations.
• Plan and allocate resources efficiently. Drive flexible assignments across business units and products, remove low‑value meetings, and optimize schedules to support higher billable focus.
• Run a disciplined operating rhythm: weekly backlog reviews, schedule optimization, and risk/variance tracking (budget vs. forecast) with clear actions and escalations.
• Maintain financial hygiene: enforce complete and timely timesheets, accurate time classifications, and clean project and account records to ensure dependable utilization and revenue reporting.
• Partner with Finance and RevOps to reconcile PSA/ERP actuals, uphold discounting and pricing guidelines, and clarify scope vs. product constraints to protect margins.
• Lead Certinia operational excellence: collaborate with PSA administrators on permissions, reporting (utilization analytics), invoicing readiness, and data migrations, ensuring post‑go‑live stability and continuous improvement.
• Drive reporting rigor: manage dashboards and matrices (skills, historical utilization, total time allocation, backlog and burn) to inform assignment decisions and highlight performance trends early.
• Build a scalable team: adhere to hiring plans, sequence backfills and incremental hires, and help globalize product knowledge across time zones and centers of excellence.
• Coach and develop people: set clear goals, provide regular feedback, identify bench time for documentation/training, and prevent burnout through sustainable pacing and supportive leadership.

• Collaborate cross‑functionally with Product on maturity gaps vs. implementation effort, ensuring scope clarity and minimizing non‑core workarounds. 

Required experience and qualifications: 

• 5+ years leading Professional Services or Consulting delivery teams, with a track record of meeting utilization and revenue targets.
• Proven expertise in resource management (capacity planning, scheduling, cross‑BU assignment) and forecast accuracy.
• Strong command of PSA/ERP workflows (preferably Certinia) and operational reporting; adept at timesheet governance and revenue hygiene.
• Data‑driven decision maker with proficiency in Excel/BI; able to build and interpret skills matrices, utilization dashboards, and backlog reports.
• Effective partner to Finance, RevOps, and Product—comfortable with pricing/discount governance and scope clarity to protect margins.
• Excellent communication, coaching, and stakeholder management skills; capable of transparent messaging during operating changes.
• Self‑starter with strong organizational discipline; thrives in fast‑paced environments and can manage multiple concurrent initiatives.
• Proficiency with Microsoft productivity tools and reporting services. 

Working for us 

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills — and we thrive when we work together with openness, trust, and respect.

Here, you'll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You'll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone — from every background — to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in — come join us.