Description:

Role Overview:

We are seeking an experienced professional to join us as Manager Professional Services, leading a team that delivers data migration, report customization, and client success.

The ideal candidate to be a strong people manager with hands-on expertise in solution delivery, while also demonstrating the vision to scale processes and drive long-term service excellence.

This role combines operational oversight with strategic input, ensuring day-to-day delivery while laying the foundation for future growth.

About Us:

BQE Software is a global leader in SaaS solutions for professional services firms.

Our flagship platform, BQE CORE, is an all-in-one solution for project management, billing, accounting, HR, and business intelligence.

CORE empowers firms to streamline operations, improve profitability, and deliver better client outcomes.

With a robust customer base, BQE continues to innovate and grow, adapting to the evolving needs of our customers and industries worldwide.

Key Responsibilities:

Customer Engagement & Relationship Management:

- Oversee customer interactions (via email, Zoom, Zendesk, and other platforms) to ensure smooth transitions, accurate requirement gathering, and clear communication.

- Build and maintain strong client relationships, serving as a trusted advisor for escalated or strategic engagements.

- Ensure customers receive effective training, guidance, and change management support during implementations.

Operational Excellence:

- Review documentation, specifications, and processes to ensure consistent quality and compliance with BQE standards.

- Monitor key delivery metrics (utilization, CSAT, turnaround time, project completion) and drive continuous improvement.

- Identify inefficiencies, optimize workflows, and standardize best practices across data migration, reporting, and escalations.

Team Leadership:

- Lead and mentor a team of Professional Services Consultants, providing guidance on customer engagement, problem-solving, and service delivery.

- Allocate work, monitor progress, and ensure timely resolution of customer requirements, escalations, and deliverables.

- Conduct reviews, provide coaching, and drive skill development across communication, analytics, and product expertise.

Strategic Input & Collaboration:

- Support customers with strategic planning, providing insights on growth opportunities and process enhancements.

- Collaborate with cross-functional teams (Customer Success, Product, Development, and Business Intelligence teams) to resolve complex client needs and relay product feedback.

- Stay updated on industry trends, SaaS delivery practices, and emerging customer needs to strengthen BQEs service model.

Project & Change Management:

- Oversee multiple projects to ensure they are delivered on time, within budget, and aligned to client goals.

- Guide the adoption of new processes and technologies by supporting customers through implementation and change management.

- Prepare and review reports, presentations, and recommendations for both internal and customer stakeholders.

Must Have Skills:

- 10-12 years of total experience in Solution Delivery, Professional Services, Technology Consulting, or Customer Success.

- Minimum 5 years of people management experience.

- Proven experience with SaaS implementations, data migration, and report customization (SSRS, SQL, Excel advanced features).

- Strong client management and communication skills, including handling escalations.

- Background in software/IT services, particularly involving customization, integrations, or development work, with exposure to client-facing solution delivery.

- Hands-on experience with Zendesk or equivalent customer support platforms (such as Freshdesk, ServiceNow, Salesforce Service Cloud, Zoho Desk, or Jira Service Management).

- Strong analytical and problem-solving mindset, with ability to simplify complex issues.

- Bachelors degree in computer science, Engineering, Information Systems, or related field.

- Background in software/IT services, particularly involving customization, integrations, or development-focused.

Preferred Skills:

- Certifications in Project Management or Consulting.

- Experience managing global clients and distributed teams across multiple time zones.

- Exposure to change management and driving adoption of new processes.

- Demonstrated ability to link technical delivery to business value.

- Prior experience in professional services for SaaS/enterprise software firms.

- Strong presentation and stakeholder management skills for senior client interactions.

- Experience with reporting & analytics tools beyond SSRS/SQL/Excel (e., Power BI, Tableau).