Sharetec Systems · 1 day ago
Core Services Manager - Professional Services
United States
Full-time
Remote
Mid, Senior Level
$80K/yr - $100K/yr
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Hiring Manager
Angela Bouchard Madore
Insider Connection @Sharetec Systems
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Responsibilities
Manage a team of 10-12 core service specialists broken into three pods
Work with a larger team across our professional services department, you will work with customers to install software that powers their credit unions. Your teams will complete ~15 large projects a year and dozens of smaller ones.
You will deliver a best-in-class customer experience
Lead a high-performing team
Collaborate with the relevant department managers to understand the current and forward demand for professional services (to understand what work is coming)
Work with the Professional Services Director to help establish and manage goals and responsibilities for Professional Services Engineers
Ensure the Professional Services Engineers exceeds corporate expectations in achieving billable utilization targets as well as core knowledge, communication, and execution
Define and maintain a high bar for team member expectations and enable the team to achieve it
Monitor performance of team members and provide timely feedback and development assistance
Prepare weekly revenue forecast worksheet and create action plans to address issues
Manage resource assignments and staffing levels, including recruitment as needed
Provide leadership and guidance to coach, motivate and lead services team members to their optimum performance levels and career development
Ensure delivery model is focused on quality, cost effective delivery of services, and customer success outcomes
Work with the Product Engineering and Support teams to contribute documentation
Qualification
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Required
Ability to communicate effectively with clients, stakeholders, and team members.
Ability to present pitches to clients and customers.
Ability to communicate the organization's mission and vision.
Ability to inspire, motivate, and empower the service team.
Strong customer service skills.
Ability to identify issues and develop strategies to resolve them.
Ability to meet deadlines and keep projects on track.
Ability to break down situations into their component parts and understand the underlying dynamics.
Ability to design a strategy to solve problems and lead a team to execute.
Experience managing a team of 10-12 core service specialists.
Experience working with customers to install software.
Experience delivering a best-in-class customer experience.
Experience collaborating with department managers to understand demand for professional services.
Experience managing resource assignments and staffing levels.
Experience providing leadership and guidance to coach and motivate team members.
Experience monitoring performance of team members and providing feedback.
Preferred
Experience in service management or a related role.
Knowledge of service management principles, processes, and best practices.
Benefits
Medical, dental, vision, life and disability coverage
Paid Time Off (PTO)
Paid holidays - including your birthday off!
$1,000 employee referral program
401(k) and 401(k) matching
Company
Sharetec Systems
At Sharetec, we develop TRUE web based core processing solution for Credit Unions with two goals: make it smarter and keep it simple.
Founded in 1994
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
S
Steffi Decker
Chief Executive Officer
Recent News
2024-03-18
2024-02-06
2023-03-07
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