[Hiring] Manager, Professional Services Federal @Collibra

Role Description

At Collibra Public Sector (CPS), the Manager, Federal Professional Services is responsible for leading all services roles and functions to ensure the long-term success, adoption, and satisfaction of government clients. The role drives a cohesive customer journey, aligns services delivery with other CPS delivery to mission outcomes, and ensures operational excellence across the entire customer lifecycle.

• Safeguards account health, revenue, and customer satisfaction by proactively identifying and mitigating technical risk.
• Coordinates services engagements and builds operational frameworks for GTM clarity and alignment amongst the services teams.

Qualifications

• A U.S. citizen who resides on U.S. soil as the role supports the U.S. government.
• 5+ years of experience in consulting supporting U.S. federal agencies.
• A minimum of 2 years of experience managing services teams in the support of U.S. federal agencies.
• Excellent communication, organization, and stakeholder management skills.
• Strong leadership skills collaborating with Sr Executives on a frequent basis.
• Knowledge in the areas of Data Governance, Data Management or Data Quality.
• Previous military experience.
• Hold an active security clearance (Secret/TS/TS-SCI).
• Knowledgeable of at least two or three of the following: data management processes, including data governance, data stewardship, master data management, data cataloging, and business rules management.
• An understanding of the leading PaaS providers, Data Lakes, Databases, and Integration platforms commonly adopted by federal agencies.
• Experience with AWS/Azure, Kubernetes, infrastructure and platform.
• An understanding of APIs via Java, Python, or similar scripting language for custom software implementations in Enterprise Linux or Unix environments.
• An understanding of data warehousing, ETL, data integration.

Requirements

• Manage services operations and resources, including Engagement Manager and Solution Architects, ensuring timely and successful project execution and value delivery.
• Responsible for team utilization and revenue optimization.
• Drive operational excellence in services delivery.
• Monitor performance to ensure teams are performing within expectations and achieving high levels of project success.
• Collaborate on GTM strategy for CPS Services.
• Guide sales enablement and customer-facing messaging.
• Evaluate pricing and packaging strategies for new and existing offerings.
• Identify expansion opportunities and influence sales motions with timely insights.
• Engage with new/prospective customers to identify business challenges and opportunities.
• Guide project team members through scoping and level of effort estimates.
• Ensure effective controls are in place to monitor the full implementation project lifecycle.
• Advises implementation project teams and customers on milestone achievement, issue resolution and change management.
• Develops and tracks overall project success, customer satisfaction, and quality of delivery.
• Maintain and nurture consultative relationships with key customer leadership and decision-makers.
• Establish and ensure effective execution of solution delivery.
• Perform post-project reviews to ensure achievement of business objectives.
• Assist with the design, execution, and continuous improvement of the end-to-end customer journey.
• Implement frameworks to continuously assess services customer value realization.
• Drive maturity in delivery practices, tooling, and customer engagement models.
• Standardize and operationalize proactive engagement workflows.
• Identify trends and opportunities for improvement within the services organization.
• Captures lessons learned and ensures their application to future project planning and process improvement.
• Lead, coach, and mentor a team of Engagement Managers and Solution Architects.
• Foster a culture of accountability, high performance, and customer obsession.
• Recruit, mentor, and retain top talent with expertise in government operations.
• Ensure timely and effective communication of departmental goals and objectives.
• Develop and implement strategies to achieve team and individual performance goals.
• Build and manage frameworks for early identification of at-risk projects or customers.
• Act as a management escalation point for the Services team.
• Support employees in raising issues associated with customer and project risk.
• Partner with Sales and other technical GTM teams to identify and mitigate renewal or churn risk.
• Support proactive risk reviews for strategic/enterprise accounts.
• Manage pivotal customer issues and concerns through the team.
• Drive customer project At-Risk post-mortems and ensure preventive actions are implemented.

Benefits

• The standard base salary range for this position is $128,000 - 160,000 per year.
• This position is eligible for additional commission-based compensation.
• Salary offers are based on a combination of factors, including experience, skills, and location.
• Competitive total rewards package, including bonus potential, equity for eligible roles, a Flex Fund monthly stipend, pension/401k plans, and more.

Measures of Success

• Within the first 30 days of employment, be able to:
• Clearly understand the roles and responsibilities of the reporting employees and the account assignments.
• Present the services offering, understanding the different deliverables and the value provided.
• Present the Customer Journey framework, understanding the different phases and roles and responsibilities within each phase.
• Clearly understand the roles and responsibilities of all delivery personnel.
• Within the first 60 days of employment:
• Navigate Salesforce including opportunities, utilization, projects, and quotes.
• Identify customers and services engagements at Risk and build a plan to remediate.
• Identify process gaps and inefficiencies within the services organization.
• Present the services offering to a customer.
• Within the first 90 days of employment be able to:
• Advise Sales on proposed services engagements.
• Build Salesforce reports for visibility into Services engagements including utilization.
• Build playbooks to address process gaps and inefficiencies within the services organization.
• Execute remediation plan for customers at risk collaborating with the sales, support, and technical teams.
• Understand and convey to customers how Collibra's suite product capabilities provide value to customers.