Professional Services Manage/Technical Account Manager

The Career Boutique
15 Feb 2017
15 Mar 2017
Contract Type
Full Time
Professional Services Manage/Service Delivery Manager - Manchester - £40,000

The Professional Services Team Leader is responsible for management of the Professional Services and Education teams, ongoing key account management and delivery of client software implementation projects.


The core responsibilities of the position are to:

*Manage Education (4 staff) and Professional Services (2 staff) teams, working with team leads to ensure department is operating effectively and to budget.
*Manage team KPIs, carrying out regular performance reviews with all team members.
*Create weekly and monthly department status reports for senior management.
*Host regular team meetings with departmental staff.
*Mentor team members, providing guidance and career development.
*Provide month end billing details for the department to finance team.
*Manage key client accounts to ensure the software is being used efficiently and account related issues are escalated to the appropriate teams to achieve effective resolution. Raise exceptions to senior management as necessary.
*Report on client issue status periodically, both internally and to clients.
*Travel to client site to carry out periodic face to face review meetings.
*Upsell of new products to key account base.
*Work with R&D team on client issue resolution, prioritising client support issues across client base as necessary.
*Build business cases as necessary on behalf of clients for senior management to alter core software functionality. Maintain data in internal systems (ITSM/CRM) relating to key accounts.
*Learn product suite to an advanced standard to facilitate functionality discussions with external and internal parties.
*Maintain appropriate professional verbal communication with external and internal parties, whether one-on-one, a group situation or a presentation.
*Sales support, managing the design of software solutions for both sales prospects and existing accounts, co-ordinating multiple teams and providing direct creative input where relevant.
*Manage concurrent implementation projects for new clients and delivery of enhancements to existing clients, within timeframe constraints and budgets.
*Completion of all relevant project documentation in a clear, concise manner according to the Implementation Methodology.
*Deliver quality training to clients and staff where required.
*Occasionally work outside of core business hours with global teams as necessary (US, Australia).
*Put in extra effort and time as required to ensure deadlines are met.
*Maintain client and company information confidentiality at all times.
*Travel as necessary from time to time.
*Complete other duties as directed by senior management from time to time

Role Breakdown

Key account management - 80%.
Implementation project management - 10%. Typical project value £20k-£50k.
Team management - 10%.


*Proven account management experience working in a similar role.
*Proven experience of implementing IT projects.
*Sound understanding of IT industry and the latest technologies.
*Experience of team management.
*Good customer service focus.
*Excellent troubleshooting and problem solving skills.
*Good time management, prioritisation and organisational skills.
*Excellent interpersonal and oral communications skills.

Furthermore, your personal characteristics will include:

*The ability to work in a fast-paced team environment.
*The ability to work independently and effectively manage and reprioritise work.
*The ability to motivate staff to reach maximum potential.
*The ability to work in a pressure environment, according to strict deadlines.
*The ability to resolve conflict in a diplomatic and professional manner.
*The ability to present topics and issues clearly and confidently.
*Maturity and confidence.
*A flexible, "can do" attitude to work.
*Attention to detail.
*Excellent communication skills.
*Personal organisational skills.
*Honesty and integrity.
*Ability to instill confidence in others.
*Personal focus, dedication and enthusiasm to the task at hand.

If you would like to be considered for this role please send over your CV to or call .