Sr. Manager, Professional Services

Job Description

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Sr. Manager, Professional Services

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Our fast-paced and collaborative environment inspires us to create, think, and challenge each other in ways that make our solutions and our teams better. Whether you’re interested in engineering or development, marketing or sales, or something else – if this sounds like you, then we’d love to hear from you!

We are headquartered in Denver, Colorado, with offices in the US, Canada, and India.

Job Description

JOB DESCRIPTION

Managers of Professional Services are responsible for leading Vertafore’s Service Operations Team. The Service Operations Team is responsible for helping a Vertafore’s service teams be more productive, work more effectively, and deliver better service to our customers. In this role you will work closely with Customer Support, Professional Services, Software Development and Product Management teams.

Core Requirements and Responsibilities:

Essential job functions included but are not limited to the following:

· Drive the teamwork necessary to resolve customer concerns in a timely and professional manner.

· Ensure that associate(s) adhere to company’s policies, procedures, methodologies, and quality.

· Successfully run multiple accounts simultaneously, including managing work plans, client expectations, and internal staffing to ensure implementation is delivering on time and within scope.

· Lead all implementation teams in a high energy, technical environment.

· Accountable for ensuring project quality, schedules, process, and performance standards are attained.

· Works with recruitment and pro-active people management strategies to ensure the retention and growth of key resources

· Manage utilization for resources within area of responsibility. Ensures that resources are meeting the established utilization metrics.

· Responsible for serving as the primary contact/escalation point for all customers and/or issues during the implementation.

· Responsible for providing project oversight to ensure the published delivery methodology is followed.

· Cultivate talent and enable team members to develop in the Vertafore Way while helping to effectively address the resource requirements dictated by current backlog of future project forecast and allocating the resources properly.

· Act as bridge between all the departments in Vertafore to advocate for the customer experience and issue resolution.

· Identify opportunities to improve processes, streamline and implement to provide higher value to our customers.

· Creatively construct and deploy diverse approaches to drive employee engagement.

· Inspire and motivate team to meet commitments.

· Situational leadership to tailor your coaching to your direct reports, other team members, and peers to provide development opportunities and professional growth

Skills & Requirements

Qualifications:

· Minimum 3 years managing a high performing Professional Services team in a tech environment with a proven leadership experience.

· Minimum 5 years project management or consulting experience preferably in a SaaS company.

· Functional understanding of multiple project delivery methodologies (Scrum, Agile, Waterfall).

· Demonstrated ability to drive large, complex implementations in a fast-paced, matrix management organization.

· Strong interpersonal skills with the proven ability to effectively engage and influence at multiple levels.

· Ability to effectively and efficiently analyze potential issues that aid in decision making by mitigating risk.

· Manage confidentiality without exception.

· Excellent presentation and communication skills, both written and verbal.

· Outstanding time management skills.

· Ability to interact with clients of all levels, from c-level to individual contributor.

· Ability to be creative and innovative with positive mindset.

· Proficiency with MS Office

· Insurance industry experience is a plus

Additional Requirements and Details: *US only, include travel requirement for all locations if applicable.

· Travel required up to 25%* of the time.

· Located and working from an office location.

· Occasional lifting and/or moving up to 10 pounds.

· Frequent repetitive hand and arm movements required to operate a computer.

· Specific vision abilities required by this job include close vision (working on a computer, etc.).

· Frequent sitting and/or standing.

Qualifications

Why Vertafore is the place for you: *Canada Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Medical, vision & dental plans
• Life, AD&D
• Short Term and Long Term Disability
• Pension Plan & Employer Match
• Maternity, Paternity and Parental Leave
• Employee and Family Assistance Program (EFAP)
• Education Assistance
• Additional programs - Employee Referral and Internal Recognition

Why Vertafore is the place for you: *US Only

• The opportunity to work in a space where modern technology meets a stable and vital industry
• Medical, vision & dental plans
  • PPO & high-deductible options
• Health Savings Account & Flexible Spending Accounts Options:
  • Health Care FSA
  • Dental & Vision FSA
  • Dependent Care FSA
  • Commuter FSA
• Life, AD&D (Basic & Supplemental), and Disability
• 401(k) Retirement Savings Plain & Employer Match
• Supplemental Plans - Pet insurance, Hospital Indemnity, and Accident Insurance
• Parental Leave & Adoption Assistance
• Employee Assistance Program (EAP)
• Education & Legal Assistance
• Additional programs - Employee Referral, Internal Recognition, and Wellness
• Commuter Benefits (Denver)

The selected candidate must be legally authorized to work in the United States.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all the job responsibilities, duties, skill, or working conditions. In addition, this document does not create an employment contract, implied or otherwise, other than an "at will" relationship.
Vertafore strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

The Professional Services (PS) and Customer Success (CX) bonus plans are a quarterly monetary bonus plan based upon individual and practice performance against specific business metrics. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.

The Vertafore Incentive Plan (VIP) is an annual monetary bonus for eligible employees based on both individual and company performance. Eligibility is determined by several factors including: start date, good standing in the company, and actives status at time of payout.

Commission plans are tailored to each sales role but common components include quota, MBO's and ABPMs. Salespeople receive their formal compensation plan within 30 days of hire.

Vertafore is a drug free workplace and conducts preemployment drug and background screenings.

We do not accept resumes from agencies, headhunters or other suppliers who have not signed a formal agreement with us.

We want to make sure our recruiting process is accessible for everyone. if you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact [email protected]

Just a note, this contact information is for accommodation requests only.