Professional Service Manager

Location

Vancouver, BC

Responsibilities

Team Leadership

• Lead, mentor, and develop a team of Implementation Consultants and Data Conversion Engineers.
• Establish performance expectations, conduct regular coaching, and complete performance evaluations.
• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.
• Support hiring, onboarding, career development, and succession planning.

Professional Services Delivery

• Oversee implementation delivery from project kickoff through go-live and transition to Customer Success/Support.
• Ensure projects meet contractual commitments, timelines, scope, and quality expectations.
• Monitor project health, proactively identifying delivery risks and implementing mitigation strategies.
• Partner with Project Managers to resolve escalations and remove delivery obstacles.
• Ensure consistent implementation methodologies and best practices are followed.

Data Conversion Management

• Oversee all customer data conversion activities, including planning, execution, validation, and delivery.
• Ensure data migration processes are repeatable, efficient, and meet established quality standards.
• Work with Product and Engineering to improve conversion tools and automation.

Resource Planning

• Manage implementation and conversion resource allocation across active projects.
• Balance workloads to maximize utilization while maintaining delivery quality.
• Forecast staffing requirements based on sales pipeline, backlog, and implementation schedules.
• Recommend staffing adjustments to support business growth.

Operational Excellence

• Develop and monitor KPIs related to implementation performance, including:
  • On-time project delivery
  • Resource utilization
  • Go-live success rate
  • Customer satisfaction
  • Project backlog
  • Revenue burn
• Drive continuous process improvements that increase delivery efficiency and scalability.
• Standardize implementation documentation, templates, and operational procedures.

Cross-Functional Collaboration

• Partner with Sales during project handoff to ensure smooth implementation transitions.
• Collaborate with Product Management and Development to communicate customer feedback and implementation challenges.
• Coordinate with Support to ensure seamless transition following go-live.
• Work with Finance on revenue recognition, forecasting, and project profitability.

Customer Engagement

• • Serve as an executive escalation point for implementation-related issues.
  • Build trusted relationships with customer stakeholders throughout the implementation lifecycle.
  • Ensure customer expectations are appropriately managed regarding scope, timeline, and deliverables.
  • Promote a customer-first culture focused on successful outcomes.

Qualifications

Required

• Bachelor's degree in Business, Information Systems, Computer Science, or related field (or equivalent experience).
• 7+ years of experience in Professional Services, Software Implementation, Consulting, or Technical Services.
• 3+ years of experience leading implementation or consulting teams.
• Experience managing software implementation projects for enterprise or government customers.
• Experience managing data migration or conversion activities.
• Strong understanding of SaaS implementation methodologies and software deployment lifecycles.
• Excellent leadership, communication, and organizational skills.

Preferred

• PMP certification or equivalent project management experience.
• Experience with Agile methodologies.
• Experience implementing enterprise software solutions.
• Experience working with public sector or justice/court technology solutions.
• Familiarity with CRM and Professional Services Automation (PSA) tools.

Core Competencies

• Strategic Leadership
• People Management
• Customer Relationship Management
• Resource Planning
• Risk Management
• Operational Excellence
• Executive Communication
• Process Improvement
• Financial Acumen
• Change Management
• Cross-functional Collaboration
• Decision Making

Key Performance Indicators (KPIs)

• Project delivery on schedule
• Customer Satisfaction (CSAT)
• Implementation utilization rates
• Go-live success rate
• Professional Services revenue realization
• Project backlog health
• Resource capacity utilization
• Data conversion quality and accuracy
• Implementation cycle time
• Employee engagement and retention

Success MeasuresWithin the first 12 months, the Professional Services Manager will:

• Maintain predictable, on-time implementation delivery.
• Improve implementation efficiency and reduce project cycle times.
• Increase customer satisfaction throughout the implementation lifecycle.
• Optimize team utilization and resource planning.
• Establish scalable implementation and conversion processes.
• Develop a high-performing, engaged Professional Services organization capable of supporting continued business growth.