[Hiring] Manager, Professional Services @Routeware, Inc.

Role Description

The Manager, Professional Services at Routeware oversees a team of Implementation Consultants responsible for delivering exceptional customer experiences throughout the deployment of Routeware’s products. This individual will lead and develop the team, ensure consistent delivery of customer-facing projects, and drive continuous improvement in processes and methodologies.

The role requires a balance of people leadership, operational oversight, and customer-facing engagement to ensure successful outcomes for both clients and Routeware.

Responsibilities & Duties

• Team Leadership & Development
  • Lead, mentor, and coach a team of Implementation Consultants, ensuring they are equipped to deliver high-quality projects and customer engagements.
  • Provide guidance in solution design, system configuration, and data analysis to support business requirements.
  • Foster career development, cross-training across Routeware’s product suite, and knowledge sharing within the team.
  • Allocate resources effectively across projects, balancing utilization, skillsets, and customer needs.
• Customer Experience & Delivery Oversight
  • Oversee the execution of customer implementation projects from kickoff through go-live and handoff to Customer Success.
  • Act as an escalation point for customer-facing issues, ensuring swift resolution and maintaining strong relationships.
  • Ensure consultants are delivering on key responsibilities such as:
    • Consulting with clients on solutions to meet business needs.
    • Completing system configurations.
    • Interpreting and analyzing data, and presenting results.
    • Identifying trends, patterns, and opportunities for process improvements.
  • Partner with Sales, Product, and Customer Success to align expectations with delivery capabilities.
• Operational Excellence & Process Improvement
  • Drive consistency and efficiency across all implementations by developing and refining methodologies, tools, and reporting practices.
  • Oversee quality of deliverables including SOW alignment, project documentation, and reporting.
  • Monitor team utilization, productivity, and project success metrics (on-time, on-budget delivery).
  • Support the development and adoption of best practices in data management, reporting, and analysis.
  • Contribute to strategic initiatives to scale Professional Services and improve the overall customer onboarding experience.

Qualifications

• Bachelor’s degree in Mathematics, Economics, Computer Science, Information Management, Statistics, or related field.
• 5+ years of experience in Professional Services, Implementation, or Project Management, including leadership of customer-facing teams.
• Strong background in system implementation and data analysis.
• Proficiency in Microsoft Excel and data management tools, with ability to analyze and interpret complex data sets.
• Exceptional problem-solving skills and ability to provide data-driven recommendations.
• Strong communication skills, including the ability to deliver presentations and translate technical findings into customer-friendly insights.
• Demonstrated success in leading and developing teams, with a focus on customer satisfaction and continuous improvement.
• PMP or similar project management certification preferred.

Benefits

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
• Paid parental leave
• Medical and Dependent FSA
• 401K match
• Unlimited PTO
• Ten company holidays
• 1 Volunteer day
• Summer Fridays