Manager, Support & Professional Services (Personal Services)
JOB RELATIONSHIPS
- Reports to: EVP (initially)
- Interrelationships: Cultivate strong relationships with customers. Interact effectively with members of Sales & Marketing, Research and Development, Finance, HR, and other businesses within the Frontline Portfolio.
JOB DUTIES & RESPONSIBILITIES
- Drive attainment of customer support KPIs by coaching, developing and managing support staff.
- Drive attainment of professional service monthly/quarterly/annual revenue targets by coaching, developing, and managing PS staff.
- Provide team leadership; set clear and measurable team goals and objectives; actively coach and mentor staff; hold staff accountable for meeting or exceeding cited goals and customer expectations.
- Ensure clear communication and adherence to divisional processes and procedures.
- Serve as a key point of escalation for customers to ensure concerns are consistently dealt with in a prompt, thorough and effective manner.
- Assist with revenue management on all product lines which fall under the manager's direct scope of responsibility.
- Manage annual customer maintenance contracts; ensure project deliverables are met based on contract terms (may actually need to project manage new projects tied to v4 upgrade); identify billable activities performed by the team and drive a strong balance of revenue awareness and management in conjunction with excellent customer service.
- Actively manage personnel issues including, but not limited to, hiring, preparation and delivery of mid-year and year-end staff performance evaluations, development of employee performance action plans, administration of corrective action and termination of under-performing staff, and development of growth plans to include annual score cards.
JOB REQUIREMENTS
- Bachelor's Degree or equivalent combination of education and experience.
- Prior management experience with minimum staff size of 7-10 individuals, desired.
- Financial forecasting required.
- Project Management desired.
- Successful track record of managing remote employees, desired.
- Knowledge of municipal software applications (financial/billing/tax) REQUIRED.
- Basic familiarity with relational database concepts and operating system terminology, strongly desired.
- Must demonstrate decisive decision-making ability and strong problem solving skills.
- Must demonstrate ability to effectively assess and analyze complex information, communicate outcomes in a clear and concise fashion, and execute decisions in an independent, effective manner while keeping focused on business objectives and customer and employee needs.
- Excellent oral and written communication skills.
- Ability to work in a collaborative and professional environment which emphasizes teamwork.
- Demonstrated track record of effectively managing multiple assignments and projects within defined and challenging timelines.
- Minimum travel required (customer meetings, quarterly team meetings, Harris leadership events)
