Support and Services Manager

Professional Services Manager (PSM)  

Oversee the delivery of expert services: consulting, implementation, and technical support.

Act as the bridge between a company’s internal teams and its customers, ensuring projects are completed on time, within budget, and to the client's satisfaction.

Core Responsibilities 

• Service Delivery & Project Management: 

• Monitor key performance indicators (KPIs) like response times, resolution rates, and project milestones. 

• Oversee the lifecycle of client engagements, from initial requirements gathering to final execution. 

• Establish and enforce service standards, methodologies, and best practices to ensure consistent quality.  

• Client Relationship Management: 

• Build and maintain long-term partnerships with key customers. 

• Act as a senior point of contact for escalations and complex problem-solving. 

• Solicit and analyze customer feedback to drive continuous service improvement (Tekla and Field). 

• Financial & Resource Management: 

• Manage the Professional Services budgeting, forecasting, and revenue tracking. 

• Optimize resource allocation to ensure billable employees are utilized efficiently without burnout. 

• Manage vendor relationships to maximize engagement and leverage resources when required. 

Team Leadership & Development:

• Recruit, train, and mentor staff 

• Conduct performance reviews and set growth targets for team members. 

• Foster a customer-centric culture that emphasizes empathy and professional excellence.  

• Coach to BP Swagger sales training 

• Continuous learning on how to engage customers 

Essential Skills 

• Strategic Thinking: Ability to develop long-term service offerings and go-to-market plans. 

• Communication: Expert level in presenting to executives and leading high-stakes negotiations. 

• Technical Aptitude: Deep understanding of the industry’s specific products or services 

• Organization: Highly proficient in managing multiple, concurrent high-priority projects.  

• Personnel Management: Ability to listen and collaborate with team member 

• Education: Regularly attend conferences, webinars, event, associations  

Qualifications

• Survey, 3D scanning, detailing, engineering, trades background 

• Organized 

• Ability to see projects from start to finish. Scope project, build workflow, test and develop go to market strategy 

• Be able to travel 

• Comfortable on a jobsite 

• Understanding of industry workflows and processes