Primary Responsibilities

As a Manager of Professional Services, you will:

• Lead a team of customer facing project managers and solution consultants who support Talkdesk largest and most complex deployments.
• Be a mentor of the team, bringing out the best in each of your team members and helping them succeed.
• Recruit and hire top talent in the Professional Services (PS) department and assist other departments within Services in their recruitment efforts.
• Mentor your team to provide world class, white glove consulting during the implementation including understanding pain points & business outcomes, offering best practice recommendations, on-the-fly solution suggestions and relevant lines of questioning that may not have been prepared in advance of the conversation.
• Provide leadership presence and assistance in the projects your team is deploying including leading the team through escalations. Engage directly with customers as needed.
• Partner with our sales team, with responsibilities including: continuously improving the transition from sales to services, leading calls that welcome customers to Professional Services and set them up for a successful project start, selling the value of our professional services approach by delivering PS focused presentations to prospects.
• Evaluate the success of projects, gathering feedback, data, and sharing themes with our Expert Services team to ensure continuous improvement in scoping accuracy.
• Monitor your team’s capacity and utilization, and participate in project prioritization and staffing efforts to minimize project backlog and ensure utilization targets are achieved.
• Be accountable for your team’s contribution to the results, framework, processes and critical metrics of the PS department.
• Drive cross-functional initiatives across all departments within Talkdesk that aim to improve our products, customer experience, and increase team happiness.
• Develop relationships with Product and Engineering leadership to share project and customer feedback, and prioritize feature requests, gaps and bug fixes
• Advocate for your team to drive global visibility and collaborate across boundaries on process improvements, customer concerns and business goals

Preferred Background

• 2+ years leading a team of client facing project or program managers
• 5+ years of experience project / program managing large, complex software deployments
• Engaging personality, polished verbal and written communication skills and meticulous attention to detail
• Ability to communicate and manage escalations and maintain C-level relationships
• Ability to work cross-functionally in a fast-paced startup environment, such as strong organization skills and business acumen
• Salesforce and other CRM experience preferred
• Fluency in written and spoken English, bilingual abilities a plus
• Excellent problem-solving skills and ability to navigate complicated situations in a professional manner
• Outstanding communication skills (presentation, written, and verbal) to interact with all levels of professional staff (Internal and external)
• Ability to think strategically about business, product, and technical challenges to help our customers realize the software investment, efficiencies, advantages, and innovations