Professional Services Manager

Company Overview

At Sylogist, we are purpose-driven to “empower the good our customers do.”

We provide SaaS-based software solutions to the non-profit, government, and education sectors, and we take immense pride in the work of our customers and the products we build to support them. Our team is collaborative, enthusiastic and delivers on our promises. If you want to apply your skills to improve trusted technology that supports over 2000 customers around the world, then let’s talk! 

Position Overview

We are seeking a highly qualified Professional Services Manager to join our growing SylogistMission CRM team!  The Professional Services Manager will play a pivotal role in leading the delivery of implementation and training services for our customers. This individual will be responsible for managing a team of consultants, ensuring successful delivery of quality product implementation, upgrade, and training services, resulting in overall customer satisfaction. The role involves collaborating closely with internal teams such as sales, product development, and customer success and the ideal candidate will have a strong background in software implementations, exceptional leadership skills, and a passion for driving customer success and satisfaction. This role will also be responsible for refining and optimizing service delivery processes, tracking key performance metrics, optimizing capacity/demand, and supporting customer growth through strategic service offerings. 

Responsibilities Include: 

• Work closely with the sales team to estimate and manage development of statements of work for new business 
• Provide data-driven insights on key performance indicators (KPI) and standardized business metrics supporting the achievement of revenue, utilization, and customer satisfaction goals. 
• Review and improve internal and project delivery processes. 
• Onboard new consultants and provide ongoing coaching and mentorship to drive consistent and quality deliverables. 
• Provide feedback to the product and development teams to address issues and advocate for enhancements that will positively impact customer satisfaction. 
• Ensure the project team collaborates with the customer for every project to identify and document their unique definition of success for their software implementation project, ensuring alignment with their business objectives and measuring progress toward those goals throughout the project lifecycle. 
• Provide a weekly update to the Sr. Director of Customer Care on the status of all projects, noting any risks and/or escalations. 
• Attend sufficient customer status meetings to ensure quality of delivery and service is being met and constructive feedback and coaching is provided in a timely manner. 
• Participate in post-project closeout surveys and interviews to solicit VOC feedback and document the benefits the customer is experiencing using their SylogistMission CRM solution. 

What We Look For in You

Must-haves

• A minimum of 5 years of experience working with nonprofit fundraising solutions
• A minimum of 3 years managing project service delivery teams. 
• Excellent communication (written/verbal), presentation, and time management skills
• Microsoft Office skills, especially Microsoft Excel and PowerPoint
• Some travel is required. 

Nice-to-haves

• D365CRM/CE Experience
• Highly organized, self-driven and eager to provide superior customer experience in a fast-paced environment.  

Why Join Sylogist?

We're an inclusive company that values the personal and professional growth of its employees! At Sylogist, you'll experience:

• A company where you can really make a meaningful impact
• A healthy work-life balance
• Benefits that cover health, wealth, and wellness
• An environment where most of our employees are remote

Sylogist is headquartered in Calgary, Alberta, Canada with regional offices in Barrie, Ontario, Canada, Atlanta, Georgia, Littleton, Colorado, and Shawnee, Oklahoma in the United States of America and Oxford, Oxfordshire in the United Kingdom. 

Sylogist does not offer sponsorships. All candidates must provide proper employment documentation showing immediate eligibility to work in the country in which the role is based.