General information

Office (s)
Remote, Germany
Date Published
Thursday, December 1, 2022
Job ID
Professional Services

Description & Requirements

About Us: 

Epicor Software is a global technology leader dedicated to helping businesses drive growth for more than 45 years. Our modern, industry-specific software helps customers boost efficiency and productivity by simplifying and automating everyday processes. We have a stellar team of nearly 4,000 worldwide employees, who are passionate about building exceptional products and solutions through teamwork, constant innovation, and integrity. We strive to hire and reward star players, who inspire one another and drive results for the business and our customers. 

About the role:

Manager, Professional Services manages teams of consultants participating in project teams or client engagements with responsibility for performing implementation tasks and producing quality deliverables.

Duties & Responsibilities:

Establish goals and objectives for the consulting teams
Responsible for shaping the vision, strategy and execution along with scoping, budgeting, planning and commercial negotiation 
Analyze the profitability the risk potential for each engagement and recommend the solution that will satisfy the client while maximizing the profitability and reducing the overall project risk
Monitor and communicate internal expectations on key business metrics such as utilization, revenue generation, responsiveness and communication to clients, client satisfaction (Net Promoter Score), and employee education
Address escalations regarding professional services and implementation issues
Work within Epicor to ensure that all professional services operational functions are aligned with company objectives and client needs
Coach and mentor reports in successful delivery of on-time and on-budget projects.
Maintain the chargeability of the team
Participate in status meetings at customer sites
Participate in pre-sales presentations, services planning, proposal response, proposal preparation and work planning development
Develop career management plans for each consultant and monitor the plan for completion for each consultant

Knowledge, Skills & Abilities:

Ability to present in sales meetings, face to face, or remotely
Effectively communicate with customers, field consultants, executives, and co-workers
Strong organizational, project management and time management skills
Analyze customer problems and make recommendations for improvement
May work at client site from time to time
Ability to travel up to 50%

5+ years applicable experience and demonstrated success/knowledge
2+ years managing and developing employees
2+ years of product support or consulting experience preferred
Ongoing technical certifications to keep up with industry
Bachelor’s degree (or equivalent experience)