Manager, Network Success & Services

Overview

The Manager Network Success & Services is responsible for leading and managing a team of Project Managers Technical Consultants and Network Success Managers as they deliver TraceLink SaaS solutions directly to customers and onboard their trade partners. The Manager of Network Success & Services is primarily accountable for employee skills preparation developing and following commercial and implementation processes and meeting the financial objectives set for them. This is a highly visible role in the organization requiring a combination of leadership program management project management technical and interpersonal skills to be successful.

Responsibilities

• Lead a team of Project Managers (PM) Technical Consultants (TC) and Network Success Managers (NSM) as they deliver TraceLinks SaaS solutions via discrete projects per various fully executed Statements of Work (SOWs).

• Responsible for PM TC and NSM staffing assignments on new and existing projects ensuring that the right skill and experience is assigned and that the workload is effectively balanced across the team.

• The project staffing responsibility includes the possible use of certain certified TraceLink Solution Partners. The Manager of Network Success & Services will be required as necessary to directly interact with the Solution Partners to schedule their work and ensure quality execution of required subcontract agreements and/or other contracting vehicles.

• Develop the onboarding and training plans for newly hired staff monitor to ensure that staff learning progress meets expectations coordinate with HR and IT to ensure new employees are properly set up and equipped.

• Proactively and continually assess staff skills compared to present and future market needs develop staffing plans and skills as needed execute on that plan in coordination with Network Success & Services VP.

• Continually monitor all projects delivered by your team to ensure they are delivered on time and on budget and meet/exceed the customers expectations. Work with staff to direct corrective actions as needed.

• Ensure that timely and accurate data is maintained in Clarizen by the staff per the required timeframes. This includes but is not limited to: timesheets required project set up data milestones project status (red amber green) project budget updates etc.

• Ensure that team members effectively communicate issues back to Support and/or Engineering using the appropriate systems such as Salesforce and Jira.

• Ensure that their team is achieving high levels of customer satisfaction and executing work in an efficient effective ethical and professional manner.

• Closely monitor team and individual billable utilization to ensure targets are met.

• Proactively engage and build relationships with customers to head off any potential escalations.

• Act as the first level of contact for customer escalations and manage those escalations to a successful outcome when possible.

• Identify key contributors and high potential staff and take appropriate actions to retain and develop them.

• Contribute regularly to Network Success & Services best practices.

• Provide scoping estimates and SOWs as assigned.

• Participate in pre-sales meetings as needed.

• Work closely with Sales to continuously improve the service and cost of implementation to support Annual Recurring Revenue (ARR) growth

• Provide product feedback as needed.

• Stay current with the industry trends industry regulations and TraceLink product releases.

Skills & Competencies

Technology

• A strong working knowledge of Microsoft products (Office Outlook SharePoint) Google products (Gmail Calendar Drive Docs Sheets Slides Forms) Salesforce and other industry standard collaboration tools (Slack etc.).

• Experience working with Professional Services Automation (PSA) solutions such as Planview (formerly Clarizen).

Planning & Organization

• Detail oriented and diligent in tracking all essential details of role - customer satisfaction billable utilization and demand/staffing.

• Able to quickly and effectively analyze problems and come up with solutions.

• Results driven in meeting goals commitments and deadlines.

• Committed to continual learning and professional development.

• Able to take ambiguous ideas and create solid processes to deliver initiatives and solutions

Communication

• Strong communication skills with the ability to convey a clear vision in support of our objectives.

• Excellent verbal and written communication skills with extremely high standards for documentation.

• Solid listening skills in working with both employees and customers.

• Able to adapt messages based on a wide array of audiences (e.g. Network Success & Services employees customers Sales Engineering)

Leadership & Teamwork

• Solid leadership skills - decisive and courageous doesnt shirk from tough decisions or conversations.

• Able to effectively organize & delegate tasks and responsibilities - disciplined in follow up to ensure completion.

• Able to organize build and motivate teams.

• Effective collaborator with other departments and people.

• Able to provide high impact performance feedback to employees.

• Committed to continual learning and professional development of him/herself and their team.

• Performs job with the highest level of integrity and honesty.

• Able to work collaboratively as part of a team yet also work independently on complex problems.

• A demonstrated understanding of when and how to be flexible and when and how to be firm.

Quality

• Focused on the quality and accuracy of the information and data they personally produce particularly department status and results.

• Continually measures/monitors the quality of work products and communications from their teams and holds them accountable for outputs.

Customer Service

• Innovative - continually looking for better methods to get the job done in support of customer and department customer satisfaction goals.

• Able to quickly and effectively analyze problems and come up with solutions.

Essential Qualifications

• BS/BA degree or equivalent experience.

• 7-10 years of experience in customer-facing roles preferably within technology or consulting organizations.

• Prior experience managing Professional Services teams.

• Fluent in written and spoken English. Additional language skills may be required depending on geographic assignment.

• Highly self-motivated; able to work and thrive in a fast-paced environment.

• Strong interpersonal facilitation and presentation skills.

• PMP PRINCE2 or other Project Management certification.

• Prior experience with a cloud-based solution preferably Amazon Web Services.

• Knowledge of supply chain business processes including distribution logistics warehousing and serialization.

• Able to travel domestically and internationally as needed (up to 50%).

Desirable Qualifications

Advanced degree (MBA MS Computer Science etc.).

Life Sciences experience is a plus.

Supply Chain experience is a plus.