Professional Services Manager

At Infobip we dream big. We value creativity, persistence and innovation, passionately believing that it is through teamwork that we can all reach greater heights. Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 60+ offices on six continents, Infobip’s platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform (cPaaS) globally.

Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Why is this role important at Infobip? 

Professional Services Manager is responsible to lead the PS team with a focus on attaining quarterly PS revenue targets, as well as positioning and expanding services engagements. This role is the point of contact to Sales and other stakeholders regarding opportunities with new and existing clients. The Professional Services Manager is expected to ensure high customer satisfaction  throughout the  implementation projects by delivering high-quality solutions and managing team resources. This role serves as an escalation point for services engagements. In terms of people management, the Professional Services Manager is expected to build and grow team members using available HR practices and ensure a high level of engagement and retention within the team.

What you will be doing?

Achieve and Exceed PS Revenue and Profitability 

• Ensure team billable utilization targets are met  
• Forecast (and deliver on) a target of billable hours on a quarterly basis 
• Attain quarterly PS revenue targets on team level 
• Support the sales cycle through scoping and approval of PS engagements, executive-level prospect meetings and solution reviews  
• Manage project portfolio to ensure quality, on-time and on-budget implementations using a mix of available resources 

Increase the Value of Infobip Product Portfolio for Customers 

• Expand the sales of professional services in existing customer base (through PS qualified leads) 
• Nurture relationships with key stakeholders from customer side 
• Cooperate with Account Executives, Customer Success Management and Customer Support teams to promote user adoption and effective use of Infobip solutions, and support renewal efforts  
• Collaborate with Infobip partners during services engagements 

Ensure High Customer Satisfaction and Advocacy  

• Responsible for the highest quality standards in project delivery 
• Responsible for project staffing and resource scheduling on a broad range of consulting engagements 

Lead and manage high-performing PS team  

• Hire, train and manage team of new and experienced resources to fulfill business objectives 
• Ensure high productivity, engagement, and retention within the team 
• Ensure growth and development opportunities for all team members 
• Build team’s expertise and confidence in project delivery work 
• Motivate team to document solutions and contribute to internal knowledge share 
• Handle day-to-day team management tasks (vacation scheduling, expense reports, time entry, etc.)  

What you'll need:

• Bachelor’s or Master’s degree in Computer Science, Technology, or related technical field or equivalent practical experience; MBA or other advanced degree is a plus 
• 5+ years of experience in solution engineering, systems applications consulting, project management or presales or 3+ years of experience in individual role within a similar org in Professional Services or related function 
• Experience in the Enterprise SaaS environment is a must, experience with CPaaS is a plus. 
• A proven focus on results and execution, with motivation to manage multiple projects simultaneously and drive projects and your team members to results 
• Ability to work effectively with a cross-functional and geographically dispersed team and customer base 
• A data driven approach, clear on KPI’s, and strong understanding of customer journey 
• Leading by example: You strive your team to be focused, result-oriented, forward thinking and always testing new opportunities. 
• Build on a culture: of ownership, passion and successfully crossing the finish line as a team 
• The ability to attract and develop talent, create a culture of collaboration and teamwork that fosters open communication and organizational flexibility 
• Outstanding communication and negotiation skills towards your clients, partners, and colleagues 

When you become part of Infobip you can expect: 

• Awesome clients – We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. Seriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users! 
• Opportunity knocks. Often. – Being a part of a growing company in a growing industry – we challenge you not to grow! Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.  
• Learn as you grow – Starting with a fantastic onboarding program, to internal education, education resources, e-learning to external educations, we invest heavily in employee learning and development. 
• Connect globally – Work with people from all over the world. We put the “global” in globalization. 
• Pay & Perks – Competitive salary, a team taking care of all the equipment you need, team building and other organized activities ... Talk about a balanced lifestyle!