Manager, Professional Services
WFA Digital Insight
As the demand for open source database solutions grows, companies like Percona are looking for seasoned leaders to drive their professional services teams. With the global database market projected to reach $63 billion by 2027, professionals with expertise in Salesforce, Excel, and project management are in high demand. Percona stands out for its commitment to customer success and team development, making this role an attractive opportunity for those looking to make a real impact. Before applying, candidates should be aware of the need for strong business acumen, excellent communication skills, and the ability to navigate complex, ambiguous situations.
Job Description
About the Role
The Manager, Professional Services, plays a crucial role in leading a team of consultants who work alongside Percona's Support and Managed Services teams. This team delivers comprehensive open source database solutions to a diverse range of clients, from Fortune 50 enterprises to startups. The successful candidate will be responsible for ensuring the team delivers high-quality, efficient, and profitable professional services, resulting in high levels of customer satisfaction and retention.The role involves overseeing the delivery process, from ensuring the accuracy of Statements of Work to overseeing project execution, methodology, and process adherence by the delivering team members. The manager will also create, document, and implement processes and best practices that are standardized, adopted, and executed consistently across the team.
What You Will Do
- Lead a team of consultants to deliver open source database solutions to clients
- Oversee the delivery process, ensuring SOW accuracy and project execution
- Develop and maintain relationships with key clients
- Serve as an escalation point to resolve customer issues
- Create, document, and implement processes and best practices
- Translate organizational vision and initiatives into executable goals and objectives
- Ensure team members are valued, empowered, and engaged
- Collaborate with Sales, Marketing, and Customer Success teams to land and expand new business
- Foster strong relationships with AMER Sales, maintaining a pulse on opportunity pipeline
- Identify opportunities to alleviate Sales' pain points for selling professional services
- Monitor and report on metrics and KPIs for the team, including billable utilization
- Develop and maintain a consistent understanding of the team's backlog to anticipate potential resourcing challenges
What We Are Looking For
- 5+ years of experience leading remote consulting teams, managing business operations, and collaborating on cross-functional initiatives
- Strong relationships with customers and other leaders across organizations
- Experience building and managing teams, with a track record of driving change and attracting, motivating, coaching, and retaining top talent
- Ability to understand and manage the nuances associated with operating globally distributed teams and business operations
- Strong business acumen, including the ability to make sense out of complex and ambiguous situations
- Excellent written and verbal communication skills, with the ability to negotiate and communicate difficult or sensitive information tactfully
- Experience with Salesforce and Excel
- Project management experience
Nice to Have
- Previous experience working with remote teams across multiple geographies and cultures
- Experience working cross-functionally on financial requirements and annual budget creation for a services delivery organization
- Familiarity with open source database technologies such as MySQL, MongoDB, PostgreSQL, Valkey/Redis, MariaDB
- Experience preparing departmental metrics, KPIs, and financial analysis and reporting
Benefits and Perks
- Opportunity to work with a leading provider of open source database solutions
- Collaborative and dynamic work environment
- Professional development opportunities
- Flexible working hours and remote work options
- Competitive compensation package
- Comprehensive benefits package, including health insurance and retirement plan
- Generous paid time off policy
- Access to cutting-edge technologies and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Develop a strong understanding of open source database solutions and the latest industry trends to stand out as a candidate.
- Showcase your experience with Salesforce and Excel, and be prepared to provide examples of how you have used these tools in previous roles.
- Prepare to discuss your experience leading remote teams and managing business operations, highlighting your ability to drive change and attract and retain top talent.
- Be ready to provide examples of your excellent communication skills, including negotiating and communicating difficult or sensitive information tactfully.
- Research Percona's company culture and values, and be prepared to discuss how your own values and approach align with those of the company.
- Consider creating a portfolio that highlights your experience and achievements in leading professional services teams, including any relevant certifications or training.
- When negotiating salary, be sure to highlight your experience and the value you can bring to the role, and be prepared to discuss your expectations for benefits and perks.
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