Manager, Professional Services

at  Percona

This role leads a team of consultants who work alongside our Support and Managed Services teams, offering all-encompassing open-source database solutions. Our customers range from Fortune 50 enterprises to startups, and our consultants help plan and deliver projects that include everything from design and scalability requirements, troubleshooting performance issues, to migrating to, or across, the cloud. We’re looking for a seasoned leader who will holistically consider our team, solutions, quality and growth to ensure customer success, team development and utilization, and profitability.
Our ideal candidate will be a leader who has achieved tremendous success in a Professional Services or Consulting firm, and who is motivated by transforming a business poised for exponential growth – someone who has been in a position to have this kind of impact before and is eager to do it again. You also love to be surrounded by other smart, driven people who are eager to share their knowledge, and will always have your back.

YOUR EXPERIENCE

• You’ve spent 5-10 years leading remote consulting teams, managing business operations, and collaborating on cross-functional initiatives
• You’ve built strong relationships with customers and other leaders across organizations
• You’ve built multiple teams with an established track record of driving change and attracting, motivating, coaching, and retaining top talent
• You’ve developed the ability to understand and manage the nuances associated with operating globally distributed teams and business operations
• You’ve developed strong business acumen - in particular:
• Ability to make sense out of complex and ambiguous situations
• Ability to understand how business decisions affect financial outcomes
• Awareness of the implications of a choice for all affected partiesDecisivenessAdaptable to change
• Developed excellent written and verbal communication skills - you know how to negotiate, as well as communicate difficult/sensitive information tactfully

• Help our team deliver high quality, efficient, and profitable professional services that result in high levels of customer satisfaction and retention
• Ensure our team members are valued, empowered and engaged
• Translate organizational vision and initiatives into executable goals and objectives
• Oversee the delivery process from ensuring SOW accuracy to oversight of project execution, methodology, and process adherence by the delivering team members.
• Create, document, and implement processes and best practices that are standardized, adopted, and executed consistently
• Serve as an escalation point to resolve customer issues, and develop and maintain relationships with key clients
• Help ensure our Sales, Marketing and Customer Success teams have what they need to land and expand new business
• Foster strong relationship with EMEA Sales maintaining a pulse on opportunity pipeline, and identifying opportunities to alleviate Sales’ pain points for selling professional services
• Team up with other leaders to inform and create strategies, standards and effective collaboration across the organization to evolve from our legacy mindset
• Monitor and report on metrics and KPIs for your team, including maintaining a consistent understanding of your team’s backlog to anticipate potential resourcing challenges, and projecting team’s billable utilization