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Professional Services Manager - Integrated - Fort Wayne Indiana
Company: Northern Data Systems Location: Fort Wayne, Indiana
Posted On: 05/07/2024
Description: Sharetec is looking for a Professional Services Manager - Integrated to join our team!At Sharetec, we believe in a people first business. We have the opportunity to make millions of peoples' lives easier by developing innovative solutions for credit unions and their members to utilize on a daily basis. Not only do our customers rely on us to deliver powerful technology, but they also count on us to be a caring partner in their business.As a key member of our Professional Services team, the Integrated Services Manager will play a pivotal role in managing and optimizing integrated services, ensuring the delivery of high-quality solutions to our credit union and financial institution clients, and driving an overall bold, powerful, and caring culture within our Professional Services team. The ideal candidate will have a financial institution background with an understanding of professional services, working with 3rd party vendors, integrations and will have experience managing a Professional Services team to help them achieve both the long-term goals of the department as well as their personal career goals.This is a full-time exempt position with the flexibility to be based as a hybrid employee in one of three office locations (Fort Wayne, IN; Canfield, OH; Waco, TX) or fully remote, provided the candidate is based in the specified states (list provided below). The role involves an expected travel commitment of up to 20%. The starting salary for this position is $85,000 - $100,000.Essential duties and responsibilities will include: - Lead a Professional Services team of Integrated Specialists, partnering with PS managers, who are critical in delivering customer implementations, through onboarding and ongoing relationships.
- Lead the strategy and vision for the Integrated Services function, partnering with the PS leadership team to align the team's direction with the broader mission of the Customer Experience Group.
- Identify areas for improvement by understanding the underlying root causes of inefficiencies and partnering with the PS teams to lead change management.
- Set career objectives with individual contributors and proactively manage them towards achieving performance objectives (KPIs) while developing the team members against our core competencies.
- Lead the advancement of Integrated Services processes by maximizing efficiency, values, and customer experiences across the customer lifecycle.
- Ensure attainment of core KPIs - CSAT, billable utilization, team NPS, and more.
- Act as a point of escalation to ensure prompt resolution of implementation risks and issues.
- Build strong partnerships across the organizationQualified candidates should have:
- Bachelor's degree in Business, Communications, Information Technology, or a related field.
- Familiarity with credit union operations, financial institutions or SaaS experience.
- 3+ Years Management Experience
- 5+ Years Customer facing experience
- Knowledge of industry trends and best practices.Preferred Qualifications:
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