Manager, Professional Services

Who We Are

GovOS is a leading provider of transaction and compliance software for state and local governments to streamline property, licensing, and tax interactions with businesses and citizens. Headquartered in Austin, Texas, GovOS serves more than 800 government agencies across the United States. With the company's secure suite of cloud-based solutions, governments can maximize revenue, increase compliance, reduce costs, and meet constituent demand for modern, self-service transaction and payment services.

Across the country, local governments are working hard to improve the lives of their citizens, as well as their own employees. We are 100% invested in providing governments with innovative solutions and industry-leading services that will help them deliver impactful change in their communities. Government agencies have been winning awards with us for almost 20 years now. We have the highest customer retention rates in our industry because no one works harder than we do to ensure our customers' success.

Our Mission Statement

To enable state and local governments to modernize their citizens and business transactions through innovative SaaS solutions and seamless payments.

The Professional Services Manager is a frontline management role with two primary responsibilities: services delivery and personnel management. More specifically, the Professional Services Manager is responsible for the successful delivery of implementation services as well as the coordination of activities and information between key engagement stakeholders. The Professional Services Manager is also responsible for participation in staffing decisions, performance reviews, and career development support across the existing QA and Configuration teams based in Guadalajara, Mexico. The Professional Services Manager reports to the VP, Professional Services.

Responsibilities

• Manage a multi-functional team of configuration and QA consultants to implement a diverse portfolio of software solutions across the United States.
• Determine current team skill set constraints and recommend path to invest and upskill team.
• Review and optimize existing processes through all phases of the implementation experience, and recommend new process updates where necessary.
• Manage and triage problem incidents that are impacting the team's ability to deliver value to customers.
• Challenge status quos for QA and configuration involvement and quality attainment.
• Establish oneself as a trusted adviser to customers as a management-level escalation path.
• Develop and maintain capacity and resource planning for team.
• Interact with tact and professionalism with clients, peers, management, and staff.
• Embody high degree of project management discipline to drive team toward continuous improvement and process excellence.
• Be a "go-to" person that bridges product strategy and implementation.
• Other duties as assigned.
  
  

• Bachelor's degree or equivalent experience.
• 5 + years of experience required within Professional Services in a SaaS environment.
• 3+ years of experience managing direct reports and performance metrics within a post-sales customer operations function or ancillary organization (e.g. implementation/professional services, customer success, support, operations, etc.).
• Demonstrated ability to develop and foster strong cross-functional relationships.
• Experience developing and attaining performance metrics for transactional teams.
• Strong verbal and written communications skills, along with executive presentation ability.
• Resource and capacity planning experience for transactional team.
• Technical background in front-end and back-end languages/applications to be able to challenge inaccurate estimates and provide direct guidance or troubleshooting to team members where required.
• Proficiency in translating SOW / Contractual obligations into project requirements.
• Comfort working within both Agile and Waterfall methodologies to drive results for customers.
• Ability to manage expenses and time sheets accurately for direct reports.
• Familiarity with industry regulatory requirements and future mandates.
• Ability to achieve results through influence in a matrixed environment.
• Ability to travel up to 10%.
• Ability to communicate effectively across language and cultural barriers; Spanish and English fluency a must.
  
  

• Hybrid Modality.
• Leadership and career development opportunities.
• Free major medical for employee and dependents.
• Free Emergency abroad insurance.
• Free Dental insurance.
• Life insurance.
• Paid holidays.
• Christmas Bonus.
• Vacation Premium.
• Savings fund contribution 13% of month gross base salary up to federal maximum.
• Restaurant Card contribution 10% of month gross base salary up to federal maximum.
• Grocery Ticket contribution 10% of month gross base salary up to federal maximum.
• Wellness stipend up to 1000 MXP per month.