Professional Services Manager

1. Professional Services

• Facilitate client workshops

• Coordinate configuration and testing activities executed by consultants

• Review and provide input to assist in improving the deliverables of fellow team members where required

• Facilitate and make design configuration and testing decisions

• Be a leader in the project delivery team

• Provide input on resource assignments and scheduling

• Complete timesheets accurately and timely in accordance with tasks worked on

• Update the progress of projects and tasks on Kantata throughout the project lifecycle

• Manage the client relationship by having continuous engagement with the client analysing their requirements drafting a strategic plan obtaining budget approval and updating everything on Reveyy

• Oversee and manage project delivery in terms of resource utilisation budgets reporting invoicing and task completion

2. Management of PSRS (Professional Services and Support)

• Day-to-day management of the relevant support team

• Ensure updates are made to Zendesk as and when required

• Ensure SLA is maintained and not breached

• Manage support meetings with relevant customers

• Report on statistics

• Track budgets

• Manage escalations from customers and ensure timely resolution

• Manage change and deployment

3. Team Management

• Proactively and reactively support and mentor project team members

• Support team members with customer engagements by providing guidance in communication channels and intervening when necessary

• Complete performance reviews twice a year for reporting team members

• Actively gather feedback from team members project partners (both SCJ colleagues and customer/third-party resources) on their performance

• Manage staff operational matters such as leave applications accurate timesheet data and invoicing

4. Business Development

• Identify develop and drive initiatives to bring in additional or new revenue opportunities for SCJ

• Manage and nurture existing business relationships including budget oversight and account management

• Develop and maintain relationships with current and prospective clients

• Identify potential business opportunities through market analysis and networking

• Participate in industry events and conferences to enhance the companys visibility and reputation

5. Customer Service and Business Development

• Act as the main contact person for routine questions from customers

• Drive pre-sales success in terms of obtaining new customers

• Ensure client retention by preventing clients from lapsing their CssE or SaaS agreements

• Manage accounts and ensure customer satisfaction

6. Company Development and Innovation

• Be an enthusiastic self-starter constantly looking for ways to improve your skillsets in relation to improving customer and internal team experience and delivery

• Proactively learn about solutions you are designated to work with and stay up to date on industry developments

• Ensure continuous improvement by regularly reviewing and refining processes products and services

• Degree or Diploma in Industrial Engineering / IT (preferred)

• 68 years of experience in a Software Consulting Implementation and/or Software Support role

• Intermediate to advanced knowledge of writing SQL scripts

• 8 years experience and operational understanding of Supply Chain

• 45 years of experience in Warehouse Management Systems