Manager, Professional Services

Job Description

a little bit about us

We're on a mission to simplify the everyday lives of consumers. We believe post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with Glossier, Home Depot, Neiman Marcus, Sonos, and 500+ other brands. With offices in San Francisco, London, and Bangalore, together we've served over 400 million consumers worldwide across 7 billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

the role

We’re looking for an experienced customer-facing Professional Services Manager to lead a team of Project Managers who are responsible for executing project implementations in our US, EMEA and APAC regions . This is a strategic role, requiring you to partner with both external and internal teams, and to drive project teams to deliver exceptional outcomes for our customers.

You must be a hands on leader who enjoys leading from the front and getting into details, while also being able to think and act strategically, leveraging your expertise guiding implementations and building processes that scale. You must be a strong leader, as well as a mentor and a coach who is able to guide team members through challenging and ambiguous situations and help them keep our implementations on track.

To be successful in this role, you must have experience with enterprise SaaS software implementation and be adept at working with cross functional teams. If you are excited by the prospect of leading a team and looking to work for a fast-growing tech company, this is the role for you.

what you’ll do

• Lead a team of Project Managers who will own the customer journey from project kick off to go live
• Direct the activities of the Project Manager team through ongoing involvement with their implementations, ensuring project teams deliver on time, within budgets and with high quality outcomes
• As practice lead for our Project Delivery org, ensure teams follow best practice implementation processes, and drive the optimization of our implementation methodology globally
• Develop relationships at senior levels in our customer’s organizations including with executive sponsors, key business stakeholders, and project team leads
• Act as an escalation point for project issues, work with the team to develop solutions to problems, drive customer alignment and be accountable for project success
• Work with Sales to develop new business opportunities identified during project execution and represent Professional Services in pre-sales activities
• Actively manage practice metrics including team utilization, budget vs actual hours, time to go live and customer satisfaction (CSAT)
• 10-15% of time will be spent on delivering project implementations

what we’re looking for

• 5-8 years in client facing implementation and/or consulting experience, with demonstrated experience managing enterprise projects
• Must have prior experience in a leadership role and managing people, with proven ability to recruit, hire, and lead a high-functioning Professional Services team
• Independent, adaptable, and can thrive in a fast-paced startup environment
• Excellent communication skills in verbal, written and presentation format

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.