Manager, Professional Services

Job Description

In this role as a Manager, Professional Services, you will play a pivotal role at Tekion, serving as the linchpin in our operations. You are instrumental in cultivating the growth of our team members, fostering client satisfaction, and ensuring the seamless delivery of top-notch services.

Key Responsibilities

• The manager should have a solid understanding of the software being installed and the technical processes involved.
• They effectively support team members and troubleshoot issues when necessary.
• The manager should provide clear direction, set goals, and establish expectations for the team.
• They should offer guidance on best practices, methodologies, and tools relevant to the installation process. They should foster an environment where team members feel empowered to make decisions within their scope of work.
• They work on identifying individual strengths and areas for improvement, providing constructive feedback, and offering opportunities for training and skill development. The manager should encourage continuous learning and support certifications or other relevant qualifications.
• The manager should actively identify and address obstacles that hinder the team's progress. Whether these obstacles are related to technical challenges, resource constraints, or organizational barriers, the manager should work to resolve them efficiently. This may involve liaising with other departments, negotiating with stakeholders, or reallocating resources as needed.
• Effective communication is essential for successful software installations. The manager should facilitate open communication within the team, ensuring that everyone is informed about project status, priorities, and any changes or updates.
• They should foster collaboration between team members and other stakeholders involved in the installation process, such as dealership staff or software developers.
• Ultimately, the goal of the team is to ensure customer satisfaction with the software installation process. The manager should prioritize understanding the needs and expectations of dealership clients and work to exceed them whenever possible. This might involve tailoring installation processes to specific dealership requirements or providing exceptional customer support during and after the installation.
• The manager should emphasize the importance of quality throughout the installation process. This includes ensuring that installations are performed correctly the first time, adhering to best practices and industry standards, and conducting thorough testing and validation before handing over the software to the client.
• The manager should encourage a culture of continuous improvement, where lessons learned from each installation are used to refine processes and enhance quality in future projects.
• Travel expectations: up to 25%

Skills and Experience

• Master's degree in Business Management or related field preferred
• 3+ years leading a team
• 2+ years in SaaS platform onboarding
• Expertise in SaaS platform configuration and customization
• Knowledge of data analytics and reporting tools
• Competence in workflow automation tools
• Skill in facilitating virtual meetings using web conferencing platforms
• Understanding of user onboarding tools and best practices
• Proven track record of successfully leading a team of people
• History of maintaining high client satisfaction ratings
• Experience in leading cross-functional project teams to meet client objectives
• Previous accomplishments in streamlining onboarding processes for improved efficiency

Perks and Benefits

• Competitive compensation and generous stock options   
• 100% employer-paid top-of-the-line medical, dental and vision coverage  
• Great benefits including unlimited PTO, parental leave and free snacks and beverages  
• The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies   
• Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper    
• Work on the latest and coolest technologies – everything is home-grown and built ground-up   
• A dynamic work environment with a strong sense of community and collaboration   
• The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy   
• Exciting opportunities for career growth and development   

Current Tekion Employees – Please apply via Greenhouse Internal Job Board