Support and Services Manager

Professional Services Manager (PSM)

Oversee the delivery of expert services: consulting, implementation, and technical support.

Act as the bridge between a company’s internal teams and its customers, ensuring projects are completed on time, within budget, and to the client's satisfaction.

Core Responsibilities

Service Delivery & Project Management

• Monitor key performance indicators (KPIs) like response times, resolution rates, and project milestones.
• Oversee the lifecycle of client engagements, from initial requirements gathering to final execution.
• Establish and enforce service standards, methodologies, and best practices to ensure consistent quality.

Client Relationship Management

• Build and maintain long-term partnerships with key customers.
• Act as a senior point of contact for escalations and complex problem-solving.
• Solicit and analyze customer feedback to drive continuous service improvement (Tekla and Field).

Financial & Resource Management

• Manage the Professional Services budgeting, forecasting, and revenue tracking.
• Optimize resource allocation to ensure billable employees are utilized efficiently without burnout.
• Manage vendor relationships to maximize engagement and leverage resources when required.

Team Leadership & Development

• Recruit, train, and mentor staff
• Conduct performance reviews and set growth targets for team members.
• Foster a customer-centric culture that emphasizes empathy and professional excellence.
• Coach to BP Swagger sales training
• Continuous learning on how to engage customers

Essential Skills

• Strategic Thinking: Ability to develop long-term service offerings and go-to-market plans.
• Communication: Expert level in presenting to executives and leading high-stakes negotiations.
• Technical Aptitude: Deep understanding of the industry’s specific products or services
• Organization: Highly proficient in managing multiple, concurrent high-priority projects.
• Personnel Management: Ability to listen and collaborate with team member
• Education: Regularly attend conferences, webinars, event, associations
• Survey, 3D scanning, detailing, engineering, trades background

Organized

• Ability to see projects from start to finish. Scope project, build workflow, test and develop go to market strategy
• Be able to travel
• Comfortable on a jobsite
• Understanding of industry workflows and processes