Senior Manager, Technical Services

Responsibilities We’re looking for an experienced Manager, Technical Services to join our Professional Services team at Workato. If you thrive in a collaborative, fast‑moving environment, this role may be for you. Lead and manage the Americas West Technical Services team, ensuring alignment with global Professional Services objectives. Drive customer success by overseeing onboarding, SOW delivery, support packages, and strategic services throughout the customer journey. Maximize team productivity by managing resource allocation, utilization, and compliance with standard operating procedures. Develop and coach team members through goal setting, performance management, and continuous enablement aligned with our Technical Services career framework. Recruit and grow talent, supporting hiring, onboarding, and career development to build a high‑performing and accountable team. Coach team members on becoming trusted advisors to customers and partners, helping them advance their automation and integration roadmaps. Represent Technical Services in customer strategy sessions, QBRs, internal planning, and company‑wide events. Manage customer escalations and partner cross‑functionally with Account Management, Sales, and Product & Engineering to support expansion, resolve escalations, and influence roadmap development. Track and report on key metrics such as team and individual VMTs and project performance through tools like Sigma, providing regular updates to leadership. Contribute to services offerings by helping define packages, enabling cross‑functional teams, and assisting Sales with preparing customers for the onboarding phase. Develop deep expertise in Workato’s proprietary frameworks (GEARS) and provide close‑loop feedback from implementations to improve and evolve delivery methodology. Champion cross‑functional collaboration, attending leadership planning sessions, company events, and contributing to internal strategy and enablement. Qualifications 5+ years of leadership experience managing technical delivery teams within a software company, strategic consulting firm, or large‑scale systems integrator. 5+ years of hands‑on consulting experience in solution design and implementation, including integration throughout the delivery lifecycle. 2+ years of project or program management experience, including overseeing scope, timelines, and stakeholder engagement. 2+ years managing global, distributed teams across multiple time zones and work schedules. Strong understanding of integrations and systems design principles, with the ability to architect scalable, reliable solutions. Deep knowledge of technology and industry trends, especially in integration, automation, and emerging agentic technologies. Familiarity with modern programming languages (e.g., Python, Java) and strong understanding of RESTful APIs and API development. Hands‑on experience with leading iPaaS platforms, such as Workato, Tray.io, TIBCO, Dell Boomi, MuleSoft, webMethods, or Oracle Integration Suite. Comprehensive understanding of the SDLC and experience supporting, troubleshooting, and optimizing end‑to‑end integration solutions. Demonstrated ability to scale and grow technical teams, with a track record of meeting and exceeding performance targets. Strong resource management and prioritization skills, with the ability to balance workload across competing priorities. Excellent communication skills, both verbal and written, with the ability to distill technical topics for non‑technical audiences and deliver professional presentations. Proactive and self‑motivated, able to work independently in a distributed team environment and take ownership of complex challenges. Willingness to travel up to 25 %. Nice to Have Experience in iPaaS sales or pre‑sales technical advisory roles. Prior work experience in a start‑up or high‑growth environment. PMP or Scrum certification (or equivalent project delivery credentials). High‑level knowledge of enterprise applications such as Salesforce, NetSuite, Workday, ServiceNow, SAP, Oracle EBS, or common databases. Experience working with enterprise business accounts and navigating complex stakeholder environments. Familiarity with OEM or embedded SaaS models is a plus. Proven commitment to continuous learning, particularly in emerging technologies and integration platforms. Demonstrated success in driving software expansion through impactful professional services engagements.

(REQ ID: 2798)