Professional Services Manager Resume Sample
Madaline O'Kon
69661 Olson Club,
Detroit,
MI
+1 (555) 793 5270
Work Experience
Professional Services Manager
07/2015
-
PRESENT
Dallas, TX
- Ensure software implementations are completed to time and budget and deliver the business benefits
- To ensure the team has sufficient resources and skills to provide the required services within a reasonable timeframe
- To ensure that implementations proceed according to Capita’s policies and procedures
- To act as Project Sponsor for major Projects and attend Project Boards
- To act as an escalation point for implementation issues ensuring that such issues are owned and resolved to the customer’s satisfaction
- To liaise with the Housing Team Leaders to ensure balance in the implementation teams and a strong skills base, capable of implementing services on all modules, including new developments
- To liaise with the Development Manager to ensure that module leaders are involved in the development lifecycle for new modules
Senior Professional Services Manager
01/2010
-
03/2015
Boston, MA
- To liaise with the Support Manager and agree resolution of calls arising from implementation work on customer sites
- To attend Bid Review meetings, complete relevant sections of associated tenders and provide support as deemed necessary to the sales process including presentations
- Strong ability to rapidly learn InstaMed’s platform and solutions
- To lead the development of innovative professional services programs to support the core EU PS strategies associated with range of contact lenses and care products
- Work within European/Global customer business teams to collaborate with key customers and develop differentiated training initiatives and programs to influence fitting habits and contact lens category engagement
- Attend and present with personal impact at key international professional and educational events on product, clinical and category topics. Provide strong PS support to country hosting event
- Develop strategies and relationships to influence key commercial, clinical and educational opinion leaders in EMEA
- Critically review programs to drive ROI and other metrics as agreed
- Work with Global, European and local brand marketing teams to deliver product marketing and communication strategies to enhance brand reputation, including sales force training; clinical messaging, articles, testimonials and ECP centric communication
Professional Services Manager IT
10/2005
-
10/2009
Chicago, IL
- Working with the European & Global brand and professional services team to develop strong product claims that can be used in selling tools
- Track competitive professional activities, spend and strategic initiatives
- To improve quality and consistency of professional services activities in country level. Adopt a 'best practice' mentality, and perform 'test and trials’ to create market recommendations
- Support the execution of the programs at local level, and drive consistency
- Input into the annual planning process
- Lead the development of innovative professional services programs to support the core EU PS strategies associated with range of contact lenses and care products
- Partner with European/Global customer business teams to collaborate with key customers and develop differentiated training initiatives and programs to influence fitting habits and contact lens category engagement. Contribute to customer meetings as appropriate
- Influence and present with personal impact at key international professional and educational events on product, clinical and category topics. Provide strong PS support to country hosting event
- Develop strategies and relationships to influence key commercial, clinical and educational opinion leaders (KOL’s) in EMEA
Education
Upper Iowa University - Waterloo Center
2001 - 2005
Bachelor's Degree in Management Information Systems
Professional Skills
- Excellent presentation and facilitation skills, including great listening skills
- Communication Skills, Problem Solving, Organizational Skills, Project Management & Process Understanding
- Strong analytical and technological working knowledge and strong financial management skills
- Demonstrate strong people management capability, with experience in recruiting, retaining and grooming high potential talent
- Excellent presentation, communication, networking and influencing skills
- Strong business skills and interest in working in a commercial environment
- Proven ability to multi-task, organize and prioritize competing priorities
How to write Professional Services Manager Resume
Professional Services Manager role is responsible for software, reporting, commercial, negotiation, organization, leadership, mentoring, multitasking, finance, training.
To write great resume for professional services manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Professional Services Manager Resume
The section contact information is important in your professional services manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Professional Services Manager Resume
The section work experience is an essential part of your professional services manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous professional services manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular professional services manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Professional Services Manager resume experience can include:
- Partner with Global, European and local brand marketing teams to deliver product marketing and communication strategies to enhance brand reputation through clinical messaging, testimonials and ECP centric communication
- Experience developing RFP and Managed Services Provider negotiations (strong negotiations and robust proposals)
- Plan and Prioritize the workload of team, assign staff to projects based on knowledge/skill and provide career development and mentoring for the team
- Lecturing and teaching experiences is very important
- Resource management experience including staffing, planning, and utilization operations
- Experience of managing third-party suppliers including marketing communication agencies
Education on a Professional Services Manager Resume
Make sure to make education a priority on your professional services manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your professional services manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Professional Services Manager Resume
When listing skills on your professional services manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical professional services manager skills:
- Excellent customer-facing and relationship building skills at senior executive levels
- Strong leadership and programme/project management skills
- Outstanding communication skills with technical and non-technical audiences
- Manage staff planning process and skills readiness, in alignment with the key focus areas determined by the Practices
- Proficient public speaking and presentations skills
- Proven track record and extensive experience in professional services delivery including project and team management
List of Typical Experience For a Professional Services Manager Resume
1
Experience For Senior Professional Services Manager Resume
- Improve quality and consistency of professional services activities in country level. Adopt a 'best practice' mentality, and perform 'test and trials’ to create market recommendations
- Work effectively with CDW departments throughout the organization
- Effective forward planning of staff project assignments and identifying new business and extended project lifecycles
- Experience managing delivery consultants
- Resolve conflicts between priorities within the portfolio and engage senior executives in portfolio decisions according to portfolio governance
- Develop and encourage effective business partnerships
2
Experience For Senior Professional Services Manager BB Resume
- Provide strong people leadership
- Build and maintain strong strategic relationships with key partners and stakeholders
- Conducting scoping sessions, creating statement of work and pre-sales support with RFI/RFP
- Accelerate the professional and relevant technical development of coworkers through coaching, training, and mentoring
- Serve as the professional services executive interface to key vendor partners, evangelizing CDW’s capabilities and addressing perceived gaps
- Day to day management of your team and developing close working relationships with many other technologists, product owners, sales and lines of business
- Responsible for managing cross-functional roadmap and education programs to have FICs and AICs be interchangeable with their basic functions and training
- Provide sales and training estimates to potential customer prospects as requested by the Sales and Marketing teams
3
Experience For Professional Services Manager IT Resume
- Responsible for documentation regarding all hiring and termination practices within the implementation department
- Responsible for ensuring quarterly manual updates are taking place 2 weeks post release Manage complete responsibility of phone system
- Lead estimation and scoping sessions with clients during pre-sales discovery engagement that result in Statement of work
- Participate in internal trainings, educating account managers on selling services
- Provide feedback and recommendations to improve selling and delivering processes
- Responsible for serving as the primary customer escalation point for customer changes and/or issues during the implementation process
- Assists the sales teams with project scoping exercises and preparing statements of work
4
Experience For GSE Professional Services Manager Resume
- Manage a professional services P&L meeting objectives and key results, including utilization, revenue and margins on a monthly, quarterly and yearly basis
- Responsible for customer sign-off on projects as well as measuring customer satisfaction and identifying additional sales opportunities
- Facilitate the resources and tools necessary for the professional services organization’s success, including lab equipment, software, etc
- Facilitate the resources and tools necessary for the advanced technology services organization’s success, including lab equipment, software, etc
- Drives competitive sourcing events and support vendor selection process
- Executes detailed base-lining and spend analytics within categories of ownership
5
Experience For Professional Services Manager Resume
- Tracks ongoing compliance of category and drive escalation process for non-approved system spend activities
- Drives special project opportunities within categories (supplier and cost benchmarking and research, etc.)
- Directs the Professional Services team and all related activities, including system implementations for StoneRiver’s reinsurance products
- Provide client training on XBRL and Wdesk application
- Drive the performance management & review process helping facilitate the midyear and annual review process
- Lead/Participate in scoping sessions to estimate effort associated with solution design and system configuration for new projects/customers
- Support in the delivery of technical training needs to Alcon Vision Care associates
6
Experience For Senior Professional Services Manager Resume
- Support customer training needs on Alcon Vision Care brands
- Manage execution of professional services activities that support key account plans e.g. marketing/clinical trials
- Track competitive professional activities, spend/budgeting and strategic initiatives
- Responsible for monitoring the reduction of education tickets submitted into Client Services by new customers and turn these into department initiatives
- Represent implementation team in operation leadership meeting
- Responsible for weekly touch bases with Managing Consultants and their team
7
Experience For Senior Professional Services Manager BB Resume
- Responsible for ensuring the PODs have quarterly PDPs initiated and evaluated
- Responsible for Time and Expense approval ensuring they are in compliance with the HCHB guidelines outlined in the Employee Handbook
- Deliver formal presentations and executive summaries to senior management and key stakeholders to provide recommendations and structured decision making
- Work closely with Sales and other cross functional teams geographically to support Business Development activities in expanding the region
- Collaborate with PPM for service EDC descriptions, margin, posting in sps/.com/other tools
- Participate in customer briefings, providing education and information on our service offerings
- Serve as point person for the client on Service Delivery issues / escalations and take accountability for remedying any service failures
- Identify new opportunities for expanding SailPoint product/service usage to maximize client success and SailPoint revenue growth
8
Experience For Professional Services Manager IT Resume
- Ensure a high clinical standard in all Alcon Vision Care consumer and customer marketing
- Drive the execution of the programs at local level, and ensure consistency
- Create and publish articles, advertorials and non peer review papers on the clinical and commercial aspects of CLs and the requirements within a practice to maximise the CL market opportunity
- Proactively influence and contribute to the annual planning process
- Contribute to TCE reviews of projects, forecasts and KPI’s and follow up activities
- Learn and mentor.Become proficient at setting up Medallia’s software within 3 months and become an expert user within 6 months, capable of mentoring others. Develop the skills to architect a comprehensive CEM solution
- Provide thought leadership to maximize a client’s investment in our solutions
- Lead and implement Professional Services’ vision, goals and strategies
- Gross Profit / Coworker
9
Experience For GSE Professional Services Manager Resume
- Assists Category Manager in supplier escalation processes and supplier relationship management/issue resolution
- Maintains knowledge of suppliers within categories for opportunity identification and business case development
- Maintain management responsibility for multiple XBRL professional service engagements
- Work closely with Workiva customer support team members
- Key Accountabilities: - Achieved revenue objective, Achieve client satisfaction goals and Achieve individual MBO’s where assigned
10
Experience For Professional Services Manager Resume
- As a manager with direct reports in a professional services organization
- Provides assistance and oversight for coordinators, assistants, and faculty in the development of an annual operating budget and long term capital budget. Collaborates and reports on budget variances
- Provides ongoing direction and management of the assigned professional revenue, research, and faculty productivity reviews and analysis with tools and data such as; wRVUS, MARS Ops, SCORCH, MGMA, CARTS, etc
- Collaborates and provides leadership to assist in the design and implementation of new programmatic initiatives, both clinical and non-clinical in nature, which support strategic direction
- Partners and participates actively with lean, operational efficiency, qualify improvement and , cost management initiatives
- Operational Management of the frontline PS team in Bangalore to achieve consistent communication and service excellence
- Provides leadership direction in Bangalore
- Manage a group of Business Consultants and Technical Consultants across the ERM product suite and proactively managing customer issues and acting as a point of escalation for the team
- Escalate to peers and subject matter experts when necessary to seek resolution
List of Typical Skills For a Professional Services Manager Resume
1
Skills For Senior Professional Services Manager Resume
- Proven professional services experience combined with technical experience in development, business analyst or project management roles
- Demonstrated professional services experience, ideally with a mix of development, consultant and leadership experience
- Strong consultative approach and hands-on experience with business and technology solutions preferably compliance learning products
- Strong experience with all phases of Project Management (project planning, resource management, scope, schedule and status, documentation)
- Strong knowledge and experience with complex solution/workflow based software
- Excellent knowledge and experience of UK Optometric practice and industry within the UK
2
Skills For Senior Professional Services Manager BB Resume
- Demonstrate a good understanding of the competitive landscape in the Managed Services field and nuances of the market
- Proven experience in OCR and/or ECM/Workflow technologies
- Strong executive presence and proven ability to present strategic information to, and drive change across, a broad range of audiences
- Strong team management and change leadership experience
- Partnering with internal stakeholders to ensure the team has a clear set of priorities
- Experience in managing a team of project managers and leading a professional services team focused on generating reference-able clients
- Experience of working in an office and team based, fast moving environment
- Previous experience implementing strategy & driving change in a complex environment
3
Skills For Professional Services Manager IT Resume
- Command a room and inspire othersExperience leading teams and interfacing at a VP level
- Proven ability in handling increasing responsibilities with little or no supervision
- At least 5 yrs experience successfully managing front-line customer service organizations
- At least 2 yrs experience successfully managing remote global groups / projects
- Strong understanding of TR Markets customers, products, business and service drivers
- Experience of setting up an off-shore capability for a global player
- Experience with implementation adult learning programs
- Strong working knowledge of CDW sales and service business units
- Demonstrated ability working with service partners and OEM community
4
Skills For GSE Professional Services Manager Resume
- Experience in leading digital/app based education an advantage
- Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together
- Professional work experience as part of an enterprise software company, consulting organization, or systems integrator
- Experience with programming languages such as Java, .NET or C++
- Cooperate with Key Account managers and sales representatives for targeting key customers
- Collaborate with the European & Global brand and professional services team to develop strong product claims that can be used in selling tools
- Proven ability to handle increasing responsibilities with little or no supervision
- Proven model of service excellence, leading by example, ability to lead change, and team development
- Manage and balance coworker count and revenue growth targets (effectiveness) with gross margin and billable utilization targets (efficiency)
5
Skills For Professional Services Manager Resume
- Experience from store management
- Demonstrable experience in optometry
- Extensive experience as an Eye Care Practitioner, preferably within the UK market
- Manage multiple projects at a time, with accountability to prioritize work and ensure all project timelines are met
- Experience managing development efforts
- Experience delivering messages and presentations to large audiences
- Previous experience in a CL manufacturer or optical retailer
- Previous experience in a Professional Services capacity in the contact lens, vision or eyecare industries
6
Skills For Senior Professional Services Manager Resume
- Automation experience through robotic software
- Work independently, a proven self-starter
- Experience in GRC solutions implementation
- A strong consultative approach
- Experience, 5+ years in product and solution design
- Strong knowledge of cyber security, PKI and key management
- Coach and mentor your team closely so there is consistency in the experiences across your Customer portfolio
- Demonstrated professionalism, tact, diplomacy, discretion and judgment
7
Skills For Senior Professional Services Manager BB Resume
- Establish and cultivate a solid working relationship with internal and external customers and partners within their assigned sales segment and service area
- Oversee a portfolio of projects to ensure client satisfaction and effective project delivery
- Own and manage customer loyalty and customer experience
- People management experience
- Experience in healthcare
- Manage and develop a highly effective and motivated team with clearly defined objectives aligned to global strategic goals
- Understanding existing systems and processes
- Meeting organizational goals and managing to revenue/expense targets, utilization, and capacity goals
- Leading communication efforts between both organizations
8
Skills For Professional Services Manager IT Resume
- Managing additional PSM(s) in your region or specialty group
- Working with the rest of the development team, implement Certicom products and solutions to satisfy customer requirements
- Working knowledge of contractual requirements
- Coaching Engagement Managers and Deployment Engineers to develop their full potential
- Coordinating and training development of all HCHB new hires between clinical and financial
- Leading a team of project managers in a high energy, technical environment
- Achieving outcomes, across numerous multiple and large-scale projects, delivered across a diverse customer and technology base
9
Skills For GSE Professional Services Manager Resume
- Building and influencing relationships with account teams and customers
- Assisting clients in preparing/reviewing 10K’s, 10Q’s, 8K’s, etc
- Managing customer expectations, work with cross functional teams within the company
- Create a learning culture and environment by sharing knowledge as a whole and championing learning initiatives
- Be an expert in building and leading high performing ICT Project delivery teams
- Drives implementation planning and execution for identified purchasing opportunities within new or existing suppliers and solutions
- Due diligence behind integrating acquisitions into existing model
- Education, training and mentoring for new PSMs in the region
10
Skills For Professional Services Manager Resume
- Leadership and direct management of the team to include recruiting/hiring, development, and performance management
- Provide ongoing reporting of key metrics to US education programs, lecture sponsorships and tradeshows
- Lead project scoping and technical requirements gathering discussions
- Provide sales force training materials to all EMEA markets to help them sell our products, handle competitor challenges and make CL fitting easy
- Review financial statements to gain an understanding of the accounting policies to map, model, and tag clients statements for XBRL
- Review of existing tools and resources
List of Typical Responsibilities For a Professional Services Manager Resume
1
Responsibilities For Senior Professional Services Manager Resume
- Engages with senior management in strategic direction and priority setting for the portfolio
- Oversee a team of Zendesk project leads/managers who are each responsible for managing a portfolio of projects concurrently
- Assist in strategic pre-sales opportunities scoping & project estimation efforts
- Ensure adherence to best of breed technology implementation, balancing quality with speed to market and risk
- Support sales and marketing in publication efforts that support operational goals
2
Responsibilities For Senior Professional Services Manager BB Resume
- Ensures appropriate sponsorship, modifies personal approach and style to reflect changing circumstance
- Set and manage client expectations, requiring coordination of sales, pre-sales and professional services teams
- Lead/contribute to ongoing refinement and development of operational requirements and standards and champion adoption of industry best practices as required
- Work with relevant stakeholders with the end goal of increased customer satisfaction and on-plan, on-budget delivery
- Proactively manage performance and coach the team to deliver superior and effective coaching sessions with the customer support executives in line with global customer support guidelines
3
Responsibilities For Professional Services Manager IT Resume
- Maintain and improve the key performance measures of the Bangalore based team
- Manage and ensures consistency and alignment of Implementation and Support functions and processes within the area of responsibility
- Ensure compliance to global ERM operational standards, procedures and best practices
- Innovate and improve upon current processes and techniques
- Work with cross functional teams within the company as needed to identify solution alternatives for customer issues
- Provide Sales/pre-Sales support for regional sales teams when required for RFPs, RFIs or customer discovery calls
- Participate in concurrent customer projects, when required in addition to management responsibilities
- Provide input to management reports as required, and status reporting to clients, internal executives, and all other key stakeholders. Also provide required team documentation, SLAs, status reports and project plans
- Deliver formal presentations and executive summaries to senior management to provide recommendations
4
Responsibilities For GSE Professional Services Manager Resume
- Be proficient in MS excel, project management tools and techniques, outlook and MS Word
- Lead an increase in billable and productive utilisation of the resources across your team
- Represent Alcon Vision Care to the professional community in professional matters
- Represent Alcon Vision Care at 3rd party/industry events, such as BCLA, to deliver brand and generic educational messages, and gain customer feedback
- Manage execution of professional services activities that support brand plans e.g. marketing/clinical trials, and to ensure consistency and accuracy of messgaes to professional community
- Work with Quality, Compliance and Regulatory Affairs to provide Alcon Vision Care input into relevant UK regulatory matters, and in the compliant execution of role
- Support category penetration programmes such as category management initiatives
5
Responsibilities For Professional Services Manager Resume
- Input to European/Global professional services on behalf of brand teams on support requirements
- Provide advice to customers and consumers as required, through close partnership with Medical Information Team
- Responsible for development and professional growth and deliverables of assigned teams of people to include clinical and financial SMEs their direct reports
- Responsible for timely and accurate performance reviews for the Implementation Team
- Communicate all business initiatives and goals to the professional services team as they are deployed
- Serve as executive sponsor for all customers in the implementation phase to ensure the needs of the customers are met
6
Responsibilities For Senior Professional Services Manager Resume
- Responsible for Speed to proficiency – AIC/FICs billable in less than 90 days (average) with positive reference-ability
- Manage new hire utilization across AIC/FIC roles to 65% post 90 day start date
- Manage target attrition levels across the department
- Ensure all contractual obligations are identified and timelines are defined and approved by all project stakeholders
- Align all department goals and objectives with the overall Homecare Homebase business goals and objectives
- Develop and implement incentive programs in the department to promote productivity and department morale
- Act as liaison between customer and Homecare Homebase Customer Support Specialists, Product Management, Development, and Quality Assurance teams to coordinate resolution to customer concerns as outlined in the customer project plan and/or contract
- Collaborates with internal departments on company initiatives and projects assigned by executive leadership
7
Responsibilities For Senior Professional Services Manager BB Resume
- Independently conduct conference calls with customers to proactively address needs and ensure projects are scoped and delivered
- Responsible for communication between implementation team members and executive leadership
- Continue to look for ways to streamline professional services processes as it relates to customer adoption, employee commitment, creating additional revenue streams, and process automation
- Educate new customers on project methodologies and keys to a successful implementation
- Provide insight into application challenges for the development and quality assurance team to ensure customer concerns are addressed in a timely manner
8
Responsibilities For Professional Services Manager IT Resume
- Act as a resource person and escalation point to the Professional Services team members as needed while on site with a new customer
- Responsible for department in the absence of Manager
- Provide thought leadership and guidance to deliver customer solutions
- Ensure adherence to best of breed technology implementation methodology
- Balance quality with speed to market and risk
- Drive a continuous improvement focus
- Manage and deliver the team’s operational budget
- Proactively seek opportunities to be a SME within the outbound communication industry
- Participate in pre-sale and sale engagements to gather customer requirement and qualify opportunities
9
Responsibilities For GSE Professional Services Manager Resume
- Develop system designs and integration requirements for professional services projects
- Manage product delivery projects to ensure timely delivery and high customer satisfaction
- Assist in the preparation of proposals, and responses to RFQs and RFIs
- Take-charge, positive attitude
- C/C++ and/or Java programmer
- Overall ownership for regional bookings, revenue, and quality metrics
- Ensure your team follows program methodology and responsibilities
- Maintain and forecast delivery goals for on-time, to-spec, and on-budget across the entire portfolio
10
Responsibilities For Professional Services Manager Resume
- Manage escalations and provide management sponsorship on strategic projects
- Develop true business partnerships with key internal stakeholders to support customer needs
- Escalation contact for customers
- Tertiary qualification in Business, Information Technology or related
- Identify and develop KOLs in academics and orthodontic practice to partner with 3M
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