Senior Manager, Field Service

Job Description

Job Description

Description

Senior Manager, Field Service 

Position type: Full time; Exempt

Location: Hybrid - Teaneck, NJ 07666 or Remote within US

Made4net is a leading provider of supply chain execution software solutions. Our innovative technology helps businesses optimize their supply chain operations, increase efficiency, and improve overall productivity. With a global presence and a commitment to excellence, Made4net is at the forefront of the industry, serving a diverse range of clients across various sectors. 

Purpose of the Job: 

The Senior Manager, Field Services performs the full scope of the Field Services Manager role while focusing largely on the company's strategic accounts and providing direct leadership to the Field Services Manager team. Strategic accounts are defined as customers that represent very high revenue, are actively acquiring other 3PL operations, or are highly visible in the market, and they carry a correspondingly higher level of operational and technical complexity. This role demands greater breadth and depth of ability than the Field Services Manager role, combining strong operational and technical skills with the leadership required to develop a high-performing team. The Senior Manager, Field Services personally owns or directs delivery for strategic accounts, sets the standard for quality across the team, and ensures the team consistently follows the Tune Up process as directed by the VP, Solution Strategy & Delivery. This position plays a key role in maintaining high customer satisfaction and retention across the company's most important relationships.

Key Responsibilities

Description of responsibilities: 

Team Leadership & Management

• Provide direct management of the Field Services Manager team, including coaching, development, performance management, and planning of workload and account assignments.
• Ensure the team consistently follows the Tune Up process and quality standards as directed by the VP, Solution Strategy & Delivery, including the structure and quality of written deliverables.
• Serve as the escalation point for complex technical, delivery, and customer issues across the team.
• Partner with the VP, Solution Strategy & Delivery to refine implementation and Tune Up methodologies, templates, and best practices, and report on team performance, utilization, and account health.
• Lead by example on strategic accounts, setting the standard for delivery quality, technical rigor, and professional client communication.

Strategic Account Delivery

• Personally own or manage implementation and professional services delivery for strategic accounts, navigating the heightened complexity and visibility these customers carry.
• Support multi-site rollouts and onboarding associated with customers acquiring other 3PL operations, ensuring consistent and scalable deployment of Synapse 3PL Expert WMS.
• Lead complex EDI, API, and third-party application integrations that connect Synapse with the customer's broader technology environment.
• Manage executive-level relationships and expectations at high-visibility accounts, representing Made4net's capabilities with credibility and authority.

Implementation Delivery (New Accounts) – as necessary

• Utilize implementation methodologies and best practices to deliver projects successfully. Establish, track, and manage project expectations related to critical path activities for implementation of our software.
• Ensure all project deliverables are met on time. Track progress and provide status reports to leadership, project teams, and business customers as appropriate.
• Identify and mitigate implementation risks. Manage and control project scope, and set and manage client expectations, revising as appropriate to meet changing challenges.
• Lead and assist with implementation of critical upgrades and go-lives on-site with the client and obtain business acceptance sign-off upon completion of milestones.

Onsite Professional Services & Tune Ups (Existing Accounts)

• Deliver professional services onsite at existing customer locations, including configuration changes, process optimization, training, and hands-on operational support.
• Perform Operational Assessments (“Tune Ups”) – multi-day customer site visit evaluating customer's current use of the system that assess how effectively they are leveraging available functionality and identify gaps, inefficiencies, and untapped capabilities.
• Produce a formal, professional written deliverable at the conclusion of each Tune Up that documents findings and provides clear, prioritized, and actionable recommendations the customer can act on independently or engage Made4net to implement.
• Present Tune Up findings and recommendations to the customer, articulating the value and operational impact of acting on them.
• When the customer elects to proceed, scope and deliver the professional services required to implement the recommended changes.
• Identify the customer's user population for adoption and training, assess associated risks, and recommend new product or service offerings to drive maximum utilization of Made4net 3PL's products.
• Cultivate strong customer retention through relationship building, technology, and process improvement, in partnership with the Customer Success team.

Communication, Tracking & Reporting

• Provide timely verbal and written communications to leadership, project teams, and business customers as appropriate.
• Maintain updated customer account and user information, track performance issues, and ensure their resolution.
• Monitor Zendesk for critical open-item tickets, keeping customers informed of status, and facilitate conversations that help us meet our promises to customers.
• Create reports for the VP, Solution Strategy & Delivery and/or Executive Leadership team at the beginning of each quarter or upon request, including: assessments of implementation delivery including hours and milestone tracking; escalation of any current or ongoing issues of customer dissatisfaction; approved action plans to improve product adoption, usage, and satisfaction; and current or future training/educational needs.

Skills, Knowledge and Expertise

Required Qualifications:

Education / Experience

• Bachelor's degree in business/technical field or equivalent on-the-job, vocational training or equivalent.
• Must have at least 7 years' experience in technical customer support, implementation, or professional services roles, including experience leading or managing a team.
• Strong operational and technical skills, including working knowledge of EDI, API integrations, and the third-party applications commonly integrated with Synapse 3PL Expert WMS.
• Demonstrated ability to manage, coach, and develop a team of technical or implementation professionals and to drive consistent process adherence.
• Experience managing large, complex, or high-visibility accounts, including multi-site environments. 3rd Party Logistics (3PL) operations experience is strongly preferred.
• Proven track record of being a motivated self-starter with the ability to work independently in a fast-paced production environment and meet critical deadlines.
• Strong written communication skills, with the ability to produce and review clear, professional, client-ready assessment and recommendation documents.
• Adept at delivering presentations and training confidently in a variety of settings and at all levels within an organization, including executive audiences.
• Willingness and ability to travel frequently to customer sites to deliver onsite implementation and professional services.

Computer / Software Knowledge

To perform this job successfully, an individual should have strong knowledge of our Synapse 3PL Expert Warehouse Management Software or a similar Warehouse Management System, including EDI, API integrations, and third-party applications integrated with the WMS. The individual should also be proficient with Microsoft Office Suite (Word, Excel, and PowerPoint) and Project Management software (SmartSheet, MS Project, MS Planner, or other project management software). Experience with Oracle, SQL Developer or Toad, Crystal Reports, NiceLabel, Loftware, or any other label software is a plus.

Core Competencies:

• Strategic Mindset — Seeing ahead to future possibilities and translating them into breakthrough strategies.
• Builds Effective Teams — Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals
• Drives Results — Consistently achieving results, even under tough circumstances
• Manages Complexity — Making sense of complex, high-quantity, and sometimes contradictory information to effectively solve problems
• Customer Focus — Building strong customer relationships and delivering customer-centric solutions

Benefits

Company Benefits:  

• Health insurance (medical, dental, vision) with a robust wellness program to support your physical and mental well-being 
• Generous paid time off policy
• Company-matched 401(k) retirement plan to help you secure your future 
• Tuition reimbursement program to support your continued education and career advancement 
• Employee assistance program providing confidential counseling and support services for personal challenges 
• Discretionary employee bonus program
• Employee Discounts and perks through our PEO 

Pay range: Starting from $125,000, per year salary

This position offers a competitive salary package that is commensurate with your years of experience in the field and the specific skills you bring to the role. 

Made4net is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.