The Role

As a Practice Manager, this role will lead and manage a local team of Shared Services Consultants focused on deep product expertise. This is a demanding role that requires a project-management and partnership mindset with the ability to inspire and grow the 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.

Reporting to the Practice Director, Shared Services, responsibilities of this role will include:

• Manage day-to-day Operations/project delivery within your portion of the Shared Services 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 long-term adoption
• 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
• Partner with other Practice Managers to ensure team alignment and focused execution on larger projects
• Work with other leaders to ensure adequate coverage of projects across regions and to share best practices
• 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
• Ensure team enablement of technology, such as integrations and content, at a deep subject matter level
• Partner with Product and Support on key technical matters and to surface trends within projects
• 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
• 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 and Shared Services
• Collaborate with Professional Services Leadership to grow the strategy and the team

Qualifications

• 10+ plus years of experience in a related field (implementations, project management, Saas)
• Experience leading people and teams
• Experience building a cohesive and collaborative team focused on driving customer outcomes
• Ability to work with key technical leads in a vendor capacity
• Understanding and experience in Sales strategy
• 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

• 100% medical, dental, and vision coverage for full-time employees

• 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 because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women'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