Manager, Support & Professional Services

JOB RELATIONSHIPS


* Reports to: EVP (initially)


* Interrelationships: Cultivate strong relationships with customers.

Interact effectively with members of Sales & Marketing, Research and Development, Finance, HR, and other businesses within the Frontline Portfolio. 

JOB DUTIES & RESPONSIBILITIES


* Drive attainment of customer support KPIs by coaching, developing and managing support staff.


* Drive attainment of professional service monthly/quarterly/annual revenue targets by coaching, developing, and managing PS staff.


* Provide team leadership; set clear and measurable team goals and objectives; actively coach and mentor staff; hold staff accountable for meeting or exceeding cited goals and customer expectations.


* Ensure clear communication and adherence to divisional processes and procedures.


* Serve as a key point of escalation for customers to ensure concerns are consistently dealt with in a prompt, thorough and effective manner.


* Assist with revenue management on all product lines which fall under the manager’s direct scope of responsibility.


* Manage annual customer maintenance contracts; ensure project deliverables are met based on contract terms (may actually need to project manage new projects tied to v4 upgrade); identify billable activities performed by the team and drive a strong balance of revenue awareness and management in conjunction with excellent customer service.


* Actively manage personnel issues including, but not limited to, hiring, preparation and delivery of mid-year and year-end staff performance evaluations, development of employee performance action plans, administration of corrective action and termination of under-performing staff, and development of growth plans to include annual score cards.

JOB REQUIREMENTS


* Bachelor’s Degree or equivalent combination of education and experience.


* Prior management experience with minimum staff size of 7-10 individuals, desired.


* Financial forecasting required.


* Project Management desired.


* Successful track record of managing remote employees, desired.


* Knowledge of municipal software applications (financial/billing/tax) REQUIRED.


* Basic familiarity with relational database concepts and operating system terminology, strongly desired.


* Must demonstrate decisive decision-making ability and strong problem solving skills.


* Must demonstrate ability to effectively assess and analyze complex information, communicate outcomes in a clear and concise fashion, and execute decisions in an independent, effective manner while keeping focused on business objectives and customer and employee needs.


* Excellent oral and written communication skills.


* Ability to work in a collaborative and professional environment which emphasizes teamwork.


* Demonstrated track record of effectively managing multiple assignments and projects within defined and challenging timelines.
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