Manager, Professional Services

Description

Manager, Professional Services

Remote - United States

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com. 

The Manager, Professional Services is responsible for successful delivery of implementation projects for Anthology’s CRM team. They will oversee the day-to-day management of CRM implementation projects supported by Anthology, and it is essential that they possess a proven track record of successfully delivering complex, full lifecycle ERP implementations. This position will report to the Director of Professional Services and will work closely with customers, Project Managers, Technical Managers, Integration Managers, and Solutions Consultants. This person must be customer service focused with the ability to engage with business users and decision makers at all levels. They need to lead and work well in teams, guide others in service delivery, and identify and resolve service delivery issues. This role will have overall responsibility for the quality of the service that the project team delivers.

Primary responsibilities will include:

• Providing overall leadership to support the implementation of Anthology CRM and Insights projects while being accountable for their team’s operational excellence and customer satisfaction
• Proactively managing project risks by anticipating issues and providing immediate resolution or escalation as required
• Ensuring quality standards are adhered to and documented processes are followed in day-to-day activities, conducting periodic reviews of the quality processes and implementing corrective actions as appropriate
• Developing, maintaining, evangelizing, and training project teams on implementation methodology, documentation, deliverables, and artifacts relating to projects and products
• Recruiting, hiring, and guiding training of service delivery resources along with coaching and developing team members to enable career growth and additional responsibility
• Working closely with functional and technical teams (Cloud Services, Solutions Consulting, Development, Product, Data Services, and Integrations) to ensure that customer needs are being prioritized and addressed
• Working with other Managers and Solution Director to identifying process improvement opportunities and serve as an internal change management champion
• Interfacing with customer project stakeholders, including C-level management and directors, to elicit business and functional requirements and champion change
• This role requires up to 50% travel and participation in after-hours meetings, as needed

The Candidate:

Required skills/qualifications:

• Bachelor’s Degree
• 4-6 years of consulting and/or project management experience in any CRM, ERP, or Anthology product
• Proven ability to manage processes and drive continuous process improvement
• Excellent project management skills, with a demonstrated ability to manage projects and collaborate across teams where influencing skills are required
• Ability to work closely with other leaders to identify and develop plans to address business opportunities and challenges, across functional boundaries and global regions
• Aptitude to quickly learn new technologies to explain all Anthology’s products and services
• Well-versed at responding to high-impact customer escalations in a way that drives customer loyalty, including the ability to listen and speak clearly to customers
• Ability to remain poised and professional under stressful conditions; maintains calm, patient demeanor while driving to meet deadlines
• Demonstrated skill in critical thinking and problem-solving
• Self-starter, assertively takes on challenging responsibilities and holds self ultimately accountable for results and performance
• Excellent communication/interpersonal skills with ability to build and maintain strong customer, peer, and employee relationships while managing multiple assignments
• Fluency in written and spoken English at CEF B2 level or above

Preferred skills/qualifications:

• Experience implementing large scale, complex software packages and/or CRM implementations
• At least 3 years’ experience in implementing or managing D365 CRM projects
• Experienced in Microsoft Power Platform
• Successful history of managing a team of professional consultants focused on excellent customer satisfaction
• Higher Education or Public Sector experience

Pay range is $81,700 - $110,000/year depending upon experience. We use national and industry-specific survey data to assist in determining compensation. Additionally, we consider factors such as external market rate, budget for the role, and the compensation rates of current employees performing the same function. Some roles will have variable pay.

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.

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