General information

Office (s)
Date Published
Tuesday, December 14, 2021
United States
Job ID
Professional Services

Description & Requirements

Job Title: Manager, Professional Services Center of Excellence

Location(s): Remote, US

About Us:

We’re here for the hard-working businesses that keep the world turning. They’re the companies who make, deliver, and sell the things we all need. They trust Epicor to help them do business better. Their industries are our industries, and we understand them better than anyone. By working hand-in-hand with our customers, we get to know their business almost as well as they do. Our innovative solution sets are carefully curated to fit their needs, and built to respond flexibly to their fast-changing reality. We accelerate every customer’s ambitions, whether to grow and transform, or simply become more productive and effective. That’s what makes us the essential partners for the world’s most essential businesses. 

About the Job:

Leads and manages a functionally aligned team of consultants (practice) and maintains an effective balance of capacity / capabilities to ensure timely and proper staffing of PS engagements.  This COE will be the core for all things Professional Services (PS) related to successfully implement Epicor ERP based on predefined best practices and in a way that results in customer satisfaction levels meeting / exceeding predefined targets.

What You’ll Do: 

  • As thought leaders for their respective COE area, identify and define solution offerings for client base that can be marketed and implemented for client base
  • Assume ownership of solution offerings to ensure they are kept current, team is educated, and others in PS are enabled on solution.  (i.e. EPR, BPR, etc..)
  • Provide subject matter expertise in support for presales activities when required.  Facilitate similar with senior team members when required
  • Provide subject matter expertise for challenging client situations in terms of quality assurance and/or solution review and design
  • Manages all personnel activities of practice
  • Coordinates resource requirements with RMO, PMO, and Regional Managers
  • take an organized approach to strategically fill the resource assignments with a  focus on practice development and resource optimization
  • Hiring decisions and all activities needed for recruitment
  • Creating on boarding plans that are aligned with Role Level and Experience
  • Creating and cultivating mentor relationships
  • Career development guidance for both Opportunities and Development Path perspective
  • Establishing, communicating, and collaborating on:
  • Best practices for implementation for respective functional area
  • Knowledge base of functionally aligned FAQ’s, Tips & Tricks, Q&A
  • Maintaining or exceeding target levels of billable utilization for the practice
  • Ensures that team members that are not fully utilized are leveraging their availability (white space) to either improve their skills, support PS initiatives, or contribute in ways that increase their practice’s effectiveness
  • Works with RMO and PS leadership to ensure skill gaps or areas with limited skills are identified (based on past demand or forecasts)
  • Create realistic development paths (training, experience, feedback) to address the gaps / limitations
  • OR align on strategic decisions to outsource to a specific partner or partners
  • Ensure the practice is achieving certification and training goals
  • Establish Utilization targets based on Role and ensure the Practice is aligned accordingly
  • Conduct performance reviews
  • Support PS leadership in annual compensation planning
  • Approve timesheets, expenses, PTO, and non-billable travel
  • Ensure resources are adhering to Epicor corporate and PS standards of conduct and performance
  • Establish and foster a practice mentality and culture for formal knowledge and skills development led by team members
  • Collaborate with RMO and partners to ensure appropriate skill levels are met when outsourcing requirements to 3rd party

What You Need to Succeed:

  • BA/BS degree
  • Excellent organizational, communication, and time management skills
  • Ability to work independently and multi-task, in a fast paced and constantly changing environment
  • Excellent interpersonal skills and communicator.  Convey thoughts clearly and concisely, both verbally and in writing. Presents ideas in a convincing and logical manner.  Listens well and asks appropriate questions
  • Exercises sound judgment with respect to relative importance, priorities, time allocations, and resource requirements
  • Proficient in MS Office Suite and experience with Professional Services Automation (PSA) tools
  • Detail oriented, self-starter who thrives on solving problems and building / improving streamlined processes within PS
  • 3-5 years’ experience Consulting in the respective functional area
  • 2-3 years’ experience in managing a Consulting Practice
  • Travel - < 25% required

With almost five decades of industry experience, Epicor is the leader in Enterprise Resource Planning. Now is an exciting moment of transformation for our teams as we are well on our way to becoming the cloud vendor of choice. As we work to enable a world of better business through the power of collaboration, you will haveall new opportunitiesfor internal mobility,to develop and sharpen your skills, and to work interdepartmentally on a global level.  Check out what some of our employees are saying about internal mobility at Epicorhere.  


Epicor Software Corporation is proud to be an equal opportunity/affirmative action employer.