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The Role

The Senior Manager of Professional Services will be responsible for leading and managing a team of Implementation Consultants, Technical Project Leads, and Project Managers, including external partner resources and consultants, ensuring the successful delivery of Fusion’s software implementation and enhancement projects. This individual will play a critical role in driving customer satisfaction, revenue growth, and operational excellence within Fusion’s professional services organization. The successful candidate is a strategic thinker, strong leader, can scale the team to meet growing business needs, and possesses exceptional client relationship management skills.

Key responsibilities of this role:

Leadership and Team Management

• Lead and mentor a team of billable professional services resources, providing guidance, coaching, and support to ensure their individual and collective success

• Set clear objectives and performance expectations for the team, fostering a high-performing culture of accountability and continual learning

• Collaborate with team members to create development plans focused on skillset expansion in line with individual goals, product feature expansion, and forecasted pipeline

• Develop and maintain proactive cross-functional partnerships with Account Management, Product Management, Product Marketing, Customer Success, Engineering, and Support to ensure a holistic approach to delivering client projects that maximize customer value

• Continuously evaluate and improve professional services processes, methodologies, and tools to enhance efficiency and effectiveness

• Collaborate with management and leadership within Professional Services to drive strategic initiatives and foster ongoing improvement and growth within the teams

Project Governance and Delivery

• Maintain a working knowledge of all Fusion-supported products and technologies

• Collaborate with Sales, Account Management, and Deal Architecture to understand client requirements and project scope

• Act as a project sponsor to provide oversight and governance, including tracking of key metrics for project health, budget, and risk

• Monitor project progress, identify and mitigate risks, and escalate issues as necessary to ensure successful project outcomes

• Serve as the primary point of escalation for a portfolio of projects for both internal and external resources

• Develop and maintain strong relationships with key project stakeholders, including clients, partners, and internal teams, to ensure alignment, project success, and client satisfaction