About Company

We are at the forefront of delivering cutting-edge cloud-based solutions for talent management, learning, and human capital management. Our dedicated Professional Services team is committed to providing outstanding support to our expanding customer and partner network, empowering them to fully leverage the value of our products and services.

Objectives/purpose of the job:

As a Practice Manager within Professional Services, you will play a pivotal role in assisting Practice Directors/Regional PS Leaders in managing the full suite of Cornerstone products and services. You will be responsible for ensuring successful project delivery, maintaining high levels of client satisfaction, and identifying opportunities for growth within our existing customer base.

Role and Responsibilities:

As a Practice Manager within Professional Services, you will play a pivotal role in assisting Practice Directors/Regional PS Leaders in managing the full suite of Cornerstone products and services. You will be responsible for ensuring successful project delivery, maintaining high levels of client satisfaction, and identifying opportunities for growth within our existing customer base.

• Collaborate with Practice Directors/Regional PS Leaders to establish processes, procedures, and templates from pre-sales through delivery.
• Provide pre-sales support based on knowledge gained from previous projects and customer experiences.
• Mentor and coach consultants and project managers to ensure professional growth and excellence in project delivery.
• Build and manage client relationships from project inception to post-implementation, ensuring customer satisfaction and addressing escalations when necessary.
• Monitor project activities and facilitate on-site client meetings to articulate issues and resolution options effectively.
• Liaise with internal stakeholders across sales, support, product engineering, and product management to ensure organizational continuity.
• Review project status reports and communicate escalations or risks to Regional PS Leaders.
• Identify opportunities to upsell additional services to existing customers and support in pursuing these opportunities.
• Drive best practices adoption and continuous improvement initiatives within the Professional Services department.

Required experience and qualification:

• 3-5 years of experience managing Software as a Service (SAAS) implementation/deployment in a portfolio leadership role.
• Proven track record of developing and maintaining profitable and referenceable customer relationships.
• Experience in identifying, assessing, and mitigating risks during project execution and managing project delivery.
• Strong communication skills, both written and oral, with excellent presentation and facilitation abilities.
• Exposure to project management metrics such as revenue, expense management, utilization, and customer satisfaction.
• Ability to serve as an escalation contact for implementation issues with customer decision-makers.
• Strong understanding of HR processes and talent management practices is advantageous.
• Technical Degree preferred, with a Computer Science degree considered a plus.
• Project Management Professional (PMP) certification is a plus (or willingness to work towards).
• Experience with Salesforce (SFDC), MS Project, Smartsheet, Kantata, or other Professional Services Automation (PSA) tools.
• Prior experience in pre-sales support is desirable.

Skills

Excellent communication skills Salesforce MS Project Smartsheet

Other Requirements

• Competitive salary and benefits package
• Opportunity for professional growth and development
• Dynamic and collaborative work environment