Professional Services Manager (US)

Reports to: Vice President, Operation

Location: 100% Remote

Compensation: $  Base salary commensurate with experience. This role is eligible for the company’s commission plan.

 Who we are:

System Automation (SA) is a software vendor based in Columbia, Maryland, with a focus on providing systems that support government regulatory management operations. 

Founded in the District of Columbia in 1968 and originally contracted to develop and support the US Army recruiting system (contract held for 42 years), SA has since become an industry leader in designing, developing, implementing, and maintaining comprehensive information management applications for government regulatory agencies across the country. Our licensure experience began in 1994, providing the Maryland Board of Nursing with a licensing solution and has since evolved to support many regulatory needs, including licensing, permitting, enforcement, inspections, investigations, case management, online payments, public verification, robust reporting, online self-service for applicants and license seekers, and paperless regulatory operations. 

For nearly three decades, SA has built a solid track record of demonstrable success, delivering SaaS licensure and compliance solutions to government regulatory agencies. SA is currently supporting state government agencies, licensing boards, and other regulatory operations in 22 states for nearly 800 different professions, occupations, and industries. 

With SA’s current launch of Evoke, the only cloud-native, low-code application platform purposely designed for regulatory management, infusing SA’s decades of professional licensing expertise, it’s an exciting time for growth! 

 About the Role:

The Professional Services Manager is responsible for overseeing the successful delivery of implementation projects using the firm’s low-code application platform, Evoke™. They will oversee the day-to-day management of the professional services team and must possess a proven track record of successfully delivering complex, full lifecycle software-as-a-service (SaaS) implementations. This position will work closely with customers and provide leadership to the professional services team, consisting of Project Managers, Solution Consultants and Solution Developers to manage scope, risks, and ensure quality service delivery. This person must be customer service focused with the ability to engage with business users and decision makers at all levels. They need to lead and work well in teams, guide others in service delivery, and identify and resolve service delivery issues. This role will have overall responsibility for the quality of the service that the professional services team delivers. They also function in a business development capacity by identifying new opportunities to generate revenue and providing support to the sales team throughout

the sales cycle.

 What You’ll Be Doing:

• Provides overall leadership to the professional services team, managing the work and time allocation of project managers, solution developers, and solution consultants while ensuring that contractual deliverables and milestones are met according to approved project plans.
• Engages directly with customers, building relationships and stepping in to provide leadership when project issues are escalated by customers.
• Proactively manages risks by anticipating issues and working with the assigned project teams to quickly resolve or escalate.
• Develops, maintains, and trains project teams on our implementation approaches, including related documentation, deliverables, and artifacts.
• Tracks and reports on key metrics for the professional services team, including revenue variance, resource utilization, revenue forecasting, and profit and loss.
• Thinks strategically and proactively to identify product and implementation issues and improvements, and continually communicates with the Leadership Team, offering solutions and taking ownership of problem resolution.
• Maintains outstanding customer relationships by diagnosing customer needs and working closely with the product engineering team to ensure they are addressed in a timely fashion.
• Recruits, hires, trains, and mentors new professional services team members to enable career growth.
• Acts as a champion for a corporate culture of customer experience, respect, responsiveness, fun and professionalism, product and customer satisfaction, trust, creativity, and commitment.

 Qualifications

• Bachelor of Science in business administration, engineering, computer science or related fields of study, or equivalent years of experience
• Master’s degree preferred (business administration, computer science, engineering, or related fields of study)
• Over eight years of related experience managing delivery of COTS or low-code solutions to customers acting as a project, delivery, and/or program manager
• Experience managing 10 or more employees
• PMP certification preferred
• Scrum certification preferred

 Knowledge, Skills, and Abilities 

•   Proficient knowledge of the fundamentals of project management
• Knowledge of Microsoft Project
• Strong leadership skills and the ability to take initiative and effect change
• Highly developed coaching and talent development skills
• Ability to lead people and deal with diverse personalities and attitudes
• Excellent customer service skills; ability to communicate effectively when dealing with difficult customer issues
• Ability to interact and work professionally with clients and employees at every level of the organization to identify, troubleshoot, and resolve project needs spanning risks, scope, technical, and budget
• Outstanding verbal communication / listening skills: Ability to give full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate
• Ability to travel up to 10%

 What do you receive when you join our team?

• Competitive Wages and Career Advancement 
• Health and Welfare options include (medical, dental, and vision) health savings accounts with company contributions, medical flexible spending, and dependent care.
• 401(k) with company match
• Continuing education program 
• Uncapped flexible time off, accrued sick and parental leave
• Monthly virtual team activities
• Stipend to outfit your home office
• Profit Sharing Bonus

At System Automation, we are focused on making peoples’ lives in the cloud easier through innovative products built by passionate employees. We are looking to add talented, motivated people to our team to help achieve this mission through the engineering, support, and delivery of our revolutionary Evoke Platform.