Senior Manager, Software Implementation & Product Adoption

Overview

Title: Senior Manager, Software Implementations and Product Adoption (EMEA)

Summary of Role

The Senior Manager of Software Implementations and Product Adoption for EMEA are responsible for the Project Management Office, Professional Services, and Product Adoption for all software products across the Europe, Middle East, and Africa region. Reporting to the Theatre Vice President, this senior-level position requires an experienced leader to oversee Project Managers and Solution Consultants. The role involves collaborating with the Vice President to align the team’s mission, structure, and talent needs with the overall business unit strategy, as well as representing the company to customers by conveying strategic messages and understanding customer needs. During a period of significant growth, marked by the transition from a traditionally disparate on-premise product suite to a unified cloud-hosted and integrated product suite, the ideal candidate should demonstrate strong commercial and entrepreneurial skills.

What You’ll Succeed

Success is defined by the consistent generation of revenue while upholding professional service margins and utilization to meet customer expectations for product implementation. In terms of product adoption, success is realized through the effective deployment of resources to enhance the adoption and utilization of our flagship products. As we experience rapid growth in SaaS products, a key focus will be on developing a SaaS and API integration services model. This role will take a comprehensive approach to the customer\’s strategic relationship, identifying optimization opportunities and ensuring maximum ROI on their investment, while collaborating with local support teams without getting involved in ongoing support issues. Significant experience in managing cultural dynamics across the entire region will facilitate efficient collaboration among offices.

What You Bring

10+ years of experience in the following areas:

• Vision casting and culture building: Leading teams to establish a mission and vision, and enrolling teams in that mission.
• People leadership: Managing leaders and individual contributors to achieve team performance and creating connections and relationships in a global environment.
• Implementation and Professional Services Delivery: Designing and implementing customer success/account management delivery models. Familiarity with technology implementation and support key performance indicators, and actions to improve performance in varied hardware, software, and systems integration environments.
• Customer Focus and Sponsorship: Ensuring customers achieve successful outcomes in technology adoption and navigating executive communication with customers as a point of sponsorship and accountability in service delivery.
• Continuous improvement: Identifying root causes of customer problems and eliminating them. Seeking efficiency and repeatability in service delivery.
• Innovation: Designing and deploying digital customer experiences. Introducing new service offerings to improve customer outcomes and revenue.
• Systems: Knowledge of Customer Relationship Management (Salesforce) and Professional Services Automation (FinancialForce) tools and aligning technology and automation with organizational mission and vision.

Who You Are

• Strategic Mindset – You see ahead to future possibilities and translate them into breakthrough strategies.
• Global Perspective – You take a broad view when approaching issues, using a global lens.
• Drives Results – You consistently achieve results, even under tough circumstances.
• Directs Work – You provide direction, delegate, and remove obstacles to get work done.
• Organizational Savvy – You maneuver comfortably through complex policy, process, and people-related organizational dynamics.

All Company Core Competencies

• Customer Focus: You build strong customer relationships and deliver customer-centric solutions.
• Cultivates Innovation: You create new and better ways for the organization to be successful.
• Collaborates: You build partnerships and work collaboratively with others to meet shared objectives.
• Instills Trust: You gain the confidence and trust of others through honesty, integrity, and authenticity.
• Self-Development: You actively seek new ways to grow and be challenged using both formal and informal development channels.
• Develops Talent (Mgmt Only): You develop people to meet both their career goals and the organization\’s goals.