percona - Manager, Professional Services (Remote)
Requirements
• You've spent 5+ years leading remote consulting teams, managing business operations, and collaborating on cross-functional initiatives. • You’ve built strong relationships with customers and other leaders across organizations. • You’ve built multiple teams with an established track record of driving change and attracting, motivating, coaching, and retaining top talent. • You’ve developed the ability to understand and manage the nuances associated with operating globally distributed teams and business operations. • You’ve developed strong business acumen - in particular: • Ability to make sense out of complex and ambiguous situations • Ability to understand how business decisions affect financial outcomes • Adept at resolving customer escalations to minimize negative impacts • Awareness of the implications of a choice for all affected parties • Adaptable to change • Developed excellent written and verbal communication skills - you know how to negotiate, as well as communicate difficult/sensitive information tactfully. • WHAT WILL MAKE YOU STAND OUT • Previous experience working with remote teams across multiple geographies and cultures. • Experience working cross-functionally on financial requirements and annual budget creation for a services delivery organization. • Experience preparing departmental metrics, KPIs, and financial analysis and reporting. • Familiarity with any of the following: • Open source community • Open source database technologies such as MySQL, MongoDB, PostgreSQL, Valkey/Redis, MariaDB • Proficiency in tools such as ServiceNow, Salesforce, Confluence.
Responsibilities
• Help our team deliver high-quality, efficient, and profitable professional services that result in high levels of customer satisfaction and retention. • Ensure our team members are valued, empowered, and engaged. • Translate organizational vision and initiatives into executable goals and objectives. • Oversee the delivery process from ensuring SOW accuracy to oversight of project execution, methodology, and process adherence by the delivering team members. • Create, document, and implement processes and best practices that are standardized, adopted, and executed consistently. • Serve as an escalation point to resolve customer issues, and develop and maintain relationships with key clients. • Help ensure our Sales, Marketing, and Customer Success teams have what they need to land and expand new business. • Foster strong relationship with AMER Sales maintaining a pulse on opportunity pipeline, and identifying opportunities to alleviate Sales’ pain points for selling professional services. • Team up with other leaders to inform and create strategies, standards and effective collaboration across the organization to evolve from our legacy mindset. • Monitor and report on metrics and KPIs for your team, including maintaining a consistent understanding of your team’s backlog to anticipate potential resourcing challenges, and projecting team’s billable utilization.
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