Practice Manager, Technical Consulting
The Role
As a Technical Practice Manager, this role will lead, manage, and grow a specialized team of Technical Consultants & Architects focused on advanced technical delivery of projects with our most valued customers. This is a demanding role that requires a project-management and technical leadership mindset with the ability to inspire and grow a team. Success in this role means leadership that drives incredible customer results, attainment of PS KPIs, leading to operational excellence and overall team development and advancement.
Your Daily Adventures Will Include:
- Manage day-to-day Operations/project delivery within your specialization of the PS team
- Help build the practice and team to support massive scale and growth
- Ensure the team is implementing projects in alignment with the Outreach methodology - with a core focus on customer transformation and alignment with best technical practices
- Work with the team to ensure proper project planning, on time delivery, & high quality consulting
- Monitor team performance and KPIs, making adjustments as needed to ensure outstanding results
- Partner with Sales and Services Sales teams to aide in scoping and custom delivery needs where needed, including support of advanced technical build estimates
- Work with other leaders to ensure adequate coverage of projects across regions and to share best practices
- Matrix manage partner consultants or contractors where needed, in collaboration with the Partner Manager, to lead technical initiatives
- Own the development and instrumentation of new technical consulting offerings
- Support new team member onboarding through mentoring, coaching and on the spot training as needed
- Provide active coaching, development and feedback to the team
- Set a strong example of alignment with the Outreach values, and provide open, constructive feedback to your team
- Help ensure the team provides critical data each week such as updated project plans, time tracking, execution of change orders, execution of customer signoffs, and reporting of other key milestones
- Develop a strong level of product understanding to serve as a point of escalation on at risk projects
- Ensure timely resolution of risks across the team; compiling broader trends to share cross-functionally as appropriate
- Meet with key customer points of contact to help drive value, retention, and adoption from day one
- In partnership with the Resource Coordinator, analyze the team’s workload to ensure business help and adequate staffing on a weekly basis
- Take responsibility for managing budgets, as applicable, including staff compensation, hiring, and promotions
- Develop new processes, procedures and methods to support scale and growth within the PS team
- Collaborate with Professional Services Leadership to grow the strategy and the team
Qualifications:
- 7+ plus years of experience in a related field (implementations, integrations, project management, SaaS)
- Experience leading people and teams with a technical focus
- Experience building a cohesive and collaborative team focused on driving customer outcomes
- Strong CRM admin experience or knowledge (SFDC or Dynamics preferred)
- Ability to work with key technical leads in a vendor capacity
- Understanding and experience with APIs
- Experience partnering with 3rd party system integrators and IT teams
- SSO configuration & troubleshooting experience
- Experience in data and data migrations including related technologies (Snowflake, Tableau)
- Proven ability to influence change within customer organizations
- Experience within SaaS applications that support large scale business processes
- Experience in helping direct reports improve through coaching, feedback, and reviews
- Experience in setting and measuring team KPIs and results
- A proven track record of improving processes, methodologies, programs or frameworks that improved team performance
- Ability to maintain a positive attitude, especially in escalated circumstances
- A proven self-starter with the ability to come up to speed on complex, difficult concepts with minimal assistance
- Superb written and verbal communication skills
Why You’ll Love It Here
• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Womxn's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
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