Manager, Professional Services

Manager, Professional Services

The Manager, Professional Services at Routeware oversees a team of Implementation Consultants responsible for delivering exceptional customer experiences throughout the deployment of Routeware's products. This individual will lead and develop the team, ensure consistent delivery of customer-facing projects, and drive continuous improvement in processes and methodologies.

The role requires a balance of people leadership, operational oversight, and customer-facing engagement to ensure successful outcomes for both clients and Routeware.

Responsibilities & Duties

Team Leadership & Development

• Lead, mentor, and coach a team of Implementation Consultants, ensuring they are equipped to deliver high-quality projects and customer engagements.
• Provide guidance in solution design, system configuration, and data analysis to support business requirements.
• Foster career development, cross-training across Routeware's product suite, and knowledge sharing within the team.
• Allocate resources effectively across projects, balancing utilization, skillsets, and customer needs.

Customer Experience & Delivery Oversight

• Oversee the execution of customer implementation projects from kickoff through go-live and handoff to Customer Success.
• Act as an escalation point for customer-facing issues, ensuring swift resolution and maintaining strong relationships.
• Ensure consultants are delivering on key responsibilities such as:
• Consulting with clients on solutions to meet business needs.
• Completing system configurations.
• Interpreting and analyzing data, and presenting results.
• Identifying trends, patterns, and opportunities for process improvements.
• Partner with Sales, Product, and Customer Success to align expectations with delivery capabilities.

Operational Excellence & Process Improvement

• Drive consistency and efficiency across all implementations by developing and refining methodologies, tools, and reporting practices.
• Oversee quality of deliverables including SOW alignment, project documentation, and reporting.
• Monitor team utilization, productivity, and project success metrics (on-time, on-budget delivery).
• Support the development and adoption of best practices in data management, reporting, and analysis.
• Contribute to strategic initiatives to scale Professional Services and improve the overall customer onboarding experience.

Qualifications

• Bachelor's degree in Mathematics, Economics, Computer Science, Information Management, Statistics, or related field.
• 5+ years of experience in Professional Services, Implementation, or Project Management, including leadership of customer-facing teams.
• Strong background in system implementation and data analysis.
• Proficiency in Microsoft Excel and data management tools, with ability to analyze and interpret complex data sets.
• Exceptional problem-solving skills and ability to provide data-driven recommendations.
• Strong communication skills, including the ability to deliver presentations and translate technical findings into customer-friendly insights.
• Demonstrated success in leading and developing teams, with a focus on customer satisfaction and continuous improvement.
• PMP or similar project management certification preferred.

Benefits

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
• Paid parental leave
• Medical and Dependent FSA
• 401K match
• Unlimited PTO
• Ten company holidays
• 1 Volunteer day
• Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.