Professional Services Manager

/Professional Services Manager
Published: September 15, 2022
Job Type
Salary: £53,000 - £57,000 + 10% Bonus
LWR Reference


Location: Leeds City Centre – Hybrid working, 2 days from home
Extensive benefits, flexible working, fantastic opportunities for growth

Our client, a SaaS technology business in Leeds City Centre is looking for a Professional Service Manager to join their team on a permanent basis. This is a newly created opportunity come about due to sustained growth in the business and it is an opportunity to really make the role your own. Reporting directly into the Senior Leadership Team, you will develop and grow the team, ensuring service levels are maintained to an excellent standard.

We are looking for a highly credible people manager with strong client facing experience, an understanding implementing and configuring SaaS platforms and ideally be familiar with the likes of SQL, JSON, XML or Webhooks.

The role will involve managing a team of Professional Service Consultants who consultatively manage the implementation, platform configuration and onboarding of customers onto the SaaS platform. As Professional Services Manager you will have direct management responsibilities for a growing team, carrying out performance reviews, development and be instrumental to the growth of this team.

This is a challenging and fast paced environment and you should be comfortable working directly with customers as well as managing a team. You will work closely with all areas of the business to ensure an excellent service to both new and existing customers throughout the customer lifecycle, covering project management, professional services and customer implementation.

Key Responsibilities

  • Managing and growing a team of Professional Service Consultants
  • Carrying out performance reviews, development, and growth/recruitment of team.
  • Monitoring and analysis of both platform and customer performance
  • Pro-actively driving improvements in internal process and customer outcomes
  • Successfully developing and then managing customer implementation projects, both for new customers and projects for existing customers
  • Developing and managing key performance metrics for project success
  • Championing customer improvements, carrying out route cause analysis and making recommendations for improvements
  • Working with the Customer Success Manager to deliver successful customer training
  • Playing a key role in customer workshops and presentations

Skills and Experience

  • Demonstrated experience in client facing position or operations within a SaaS environment.
  • People management skills - Coaching and mentoring skills and ability to motivate the team
  • Experience in leading teams and developing clear key performance metrics.
  • Excellent communications skills and ability to liaise with key stakeholders internally and externally.
  • Knowledge of CRM systems e.g. PipeDrive.
  • High degree of organisation, self-motivation, and drive.
  • Ability to influence, negotiate and handle difficult conversations in order to achieve positive outcomes for the customer and the business.
  • Experience of implementing & configuring bespoke customer SaaS products.
  • Ideally you will have a knowledge of using REST API for integrating SaaS platforms, familiar with JSON, XML & Webhooks.
  • Analytical problem-solving, troubleshooting, sourcing technical solutions.
  • Data analysis skills desirable i.e. building and interpreting analytics reports and tables including but not limited to QuickSight, Excel, Business Objects or Tableau.


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