Support and Services Manager

Professional Services Manager (PSM) 

Oversee the delivery of expert services: consulting, implementation, and technical support.

Act as the bridge between a company’s internal teams and its customers, ensuring projects are completed on time, within budget, and to the client's satisfaction. 

Core Responsibilities

• Service Delivery & Project Management:

• Monitor key performance indicators (KPIs) like response times, resolution rates, and project milestones.

• Oversee the lifecycle of client engagements, from initial requirements gathering to final execution.

• Establish and enforce service standards, methodologies, and best practices to ensure consistent quality.

• Client Relationship Management:

• Build and maintain long-term partnerships with key customers.

• Act as a senior point of contact for escalations and complex problem-solving.

• Solicit and analyze customer feedback to drive continuous service improvement (Tekla and Field).

• Financial & Resource Management:

• Manage the Professional Services budgeting, forecasting, and revenue tracking.

• Optimize resource allocation to ensure billable employees are utilized efficiently without burnout.

• Manage vendor relationships to maximize engagement and leverage resources when required.

Team Leadership & Development:

• Recruit, train, and mentor staff

• Conduct performance reviews and set growth targets for team members.

• Foster a customer-centric culture that emphasizes empathy and professional excellence. 

• Coach to BP Swagger sales training

• Continuous learning on how to engage customers

Essential Skills

• Strategic Thinking: Ability to develop long-term service offerings and go-to-market plans.

• Communication: Expert level in presenting to executives and leading high-stakes negotiations.

• Technical Aptitude: Deep understanding of the industry’s specific products or services

• Organization: Highly proficient in managing multiple, concurrent high-priority projects. 

• Personnel Management: Ability to listen and collaborate with team member

• Education: Regularly attend conferences, webinars, event, associations

Qualifications

• Survey, 3D scanning, detailing, engineering, trades background

• Organized

• Ability to see projects from start to finish. Scope project, build workflow, test and develop go to market strategy

• Be able to travel

• Comfortable on a jobsite

• Understanding of industry workflows and processes