Professional Services Manager, Federal

Job Description

Joining Collibra’s Professional Services Team

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At Collibra Public Sector (CPS), the Manager, Federal Professional Services is responsible for leading all services roles and functions to ensure the long-term success, adoption, and satisfaction of government clients. The role drives a cohesive customer journey, aligns services delivery with other CPS delivery to mission outcomes, and ensures operational excellence across the entire customer lifecycle. This role safeguards account health, revenue, and customer satisfaction by proactively identifying and mitigating technical risk, coordinating services engagements, and building operational frameworks for GTM clarity and alignment amongst the services teams.

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Federal Engagement Managers at Collibra Public Sector are responsible for

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Services Management

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• Manage services operations and resources, including Engagement Manager and Solution Architects, ensuring timely and successful project execution and value delivery.
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• Manages professional service team in respect to project milestones, delivery and goals.
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• Responsible for team utilization and revenue optimization.
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• Drive operational excellence in services delivery.
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• Monitor performance to ensure teams are performing within expectations and achieving high levels of project success.
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• Collaborate on GTM strategy for CPS Services, helping shape how services is positioned, sold, and delivered throughout the customer journey.
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• Guide sales enablement and customer-facing messaging, ensuring services' value proposition is clear, consistent, and aligned with customer needs.
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• Evaluate pricing and packaging strategies for new and existing offerings.
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• Identify expansion opportunities and influence sales motions with timely insights.
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• Contribute to strategic deal support, partnering with Sales and Finance on high-impact renewals, expansions, and new business that include services offerings.
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• Engages with new / prospective customers to identify business challenges and opportunities, recommend solutions / solution enhancements and propose a high-level delivery roadmap based on expected business value.
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Customer Project Oversight

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• Guide project team members through scoping and level of effort estimates.
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• Ensure effective controls are in place and regularly updated in order to monitor the full implementation project lifecycle including: project plans, status reports, time recording, resource planning, and first value forecasting.
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• Advises implementation project teams and customers on milestone achievement, issue resolution and change management.
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• Ensures effective controls are in place to monitor the full implementation project lifecycle.
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• Develops and tracks overall project success, customer satisfaction, and quality of delivery.
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• Maintains and nurtures consultative relationships with key customer leadership and decision-makers.
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• Establishes and ensures effective execution of solution delivery accelerating the customer's time to value.
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• Perform post-project reviews to ensure achievement of business objectives.
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Customer Journey Mapping and Operational improvement

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• Assist with the design, execution, and continuous improvement of the end-to-end customer journey.
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• Implement frameworks to continuously assess services customer value realization, using structured feedback and data to refine operational and delivery models.
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• Drive maturity in delivery practices, tooling, and customer engagement models.
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• Standardize and operationalize proactive engagement workflows in relation to the technical teams (e.g., onboarding, QBRs, Value delivery, and Renewal motions).
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• Identify trends and opportunities for improvement within the services organization, and implement solutions to enhance customer success and team efficiency.
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• Captures lessons learned and ensures their application to future project planning and process improvement.
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Team Leadership & Development

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• Lead, coach, and mentor a team of Engagement Managers and Solution Architects, empowering them to deliver an exceptional customer experience.
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• Foster a culture of accountability, high performance, and customer obsession.
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• Recruit, mentor, and retain top talent with expertise in government operations.
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• Cultivate an environment that fosters collaboration, knowledge sharing, and continuous learning.
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• Ensures timely and effective communication of departmental goals and objectives internally within the department and more broadly with cross-functional stakeholders.
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• Develop and implement strategies to achieve team and individual performance goals, exceeding customer, organization and company expectations.
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• Ensures that training, coaching and mentoring programs are developed, implemented and effective for the team.
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Customer Risk Prevention, Assessment & Management

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• Build and manage frameworks for early identification of at-risk projects or customers in relation to services engagements.
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• Act as a management escalation point for the Services team encountering project obstacles, and liaise with internal teams for resolution.
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• Support employees in raising issues associated with customer and project risk.
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• Partner with Sales and the other technical GTM teams to identify and mitigate renewal or churn risk.
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• Support proactive risk reviews for strategic/enterprise accounts.
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• Manages pivotal customer issues and concerns through the team, directly handling escalated issues.
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• Drive customer project At-Risk post-mortems and ensure preventive actions are implemented.
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You have:

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• A U.S. citizen who resides on U.S. soil as the role supports the U.S. government.
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• 5+ years of experience in consulting supporting U.S. federal agencies.
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• A minimum of 2 years of experience managing services teams in the support of U.S. federal agencies.
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• Excellent communication, organization, and stakeholder management skills.
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• Strong leadership skills collaborating with Sr Executives on a frequent basis.
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• Knowledge in the areas of Data Governance, Data Management or Data Quality.
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• Have previous military experience.
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• Hold an active security clearance (Secret/TS/TS-SCI).
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• Knowledgeable of at least two or three of the following: data management processes, including data governance, data stewardship, master data management, data cataloging, and business rules management.
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• An understanding of the leading PaaS providers, Data Lakes, Databases, and Integration platforms commonly adopted by federal agencies.
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• Experience with AWS/Azure, Kubernetes, infrastructure and platform.
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• An understanding of APIs via Java, Python, or similar scripting language for custom software implementations in Enterprise Linux or Unix environments.
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• An understanding of data warehousing, ETL, data integration.
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You are

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• An effective communicator across business and technical stakeholders and able to tailor to different audiences.
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• Extremely organized with a high attention to detail.
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• Always customer-focused and personally hold yourself accountable for the customer’s success.
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• Self-starting and interested in learning new software.
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• Able to lead Senior Level customer discussions representing CPS and services engagements.
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Measures of Success

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• Within the first 30 days of employment, be able to
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• Clearly understand the roles and responsibilities of the reporting employees and the account assignments.
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• Present the services offering, understanding the different deliverables and the value provided.
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• Present the Customer Journey framework, understanding the different phases and roles and responsibilities within each phase.
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• Clearily understand the roles and responsibilities of all delivery personnel including an Engagement Manager, Solution Architect, Account Program Manager, Premium Support Engineer, Sales Engineer and Account Executive.
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• Within the first 60 days of employment
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• Navigate Salesforce including opportunities, utilization, projects, and quotes.
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• Identify customers and services engagements at Risk and build a plan to remediate.
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• Identify process gaps and inefficiencies within the services organization.
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• Present the services offering to a customer.
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• Within the first 90 days of employment be able to
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• Advise Sales on proposed services engagements.
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• Build Salesforce reports for visibility into Services engagements including utilization.
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• Build playbooks to address process gaps and inefficiencies within the services organization.
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• Execute remediation plan for customers at risk collaborating with the sales, support, and technical teams.
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• Understand and convey to customers how Collibra's suite product capabilities and the projects being delivered provide value to customers.
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Compensation for this role

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The standard base salary range for this position is $128,000 - 160,000 per year. This position is eligible for additional commission-based compensation. Salary offers are based on a combination of factors, including, but not limited to, experience, skills, and location.

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In addition to base salary, we offer a competitive total rewards package, including bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401k plans, and more.