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    Consulting Services Manager - Houston, United States - SMA Technologies

    SMA Technologies
    SMA Technologies Houston, United States

    3 weeks ago

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    Description
    Why We Need You - The Mission

    Founded in 1980, SMA Technologies specializes in automation and analytics software solutions. We are growing and looking for a tenacious and collaborative Service Operations Lead to manage and administer SMA Technologies' Professional Services and Support Operational policies, and systems.

    Reporting to our VP of Customer Service, our CS Manager will manage the Consulting Services team's operational day to day adherence of service projects and set expectations of intake and execution for all customer facing projects and services. Essential qualities in this role are a keen attention to detail and alignment with Services KPIs and leaning into making sure Services are delivered promptly, accurately, and consistently using standard project management principles.

    You are passionate about doing things right for the customer while maintaining billable utilization, and supporting revenue share policies as set forth for the department. You are passionate about team engagement which ensures customer satisfaction and alignment with team objectives. You uphold SMA's market differentiation in valuing Customer Satisfaction and Customer Experience. Your technical skills will be utilized to manage small service projects for customers as determined by management.

    Objectives - The Problems You'll Solve

    Within your first 3 months, familiarize yourself with the team, the product, the customers and OpCon as it functions in a Production Environment
    • Familiarize yourself with the current professional services team, processes, policies, billable utilization targets, and metrics.
    • Learn about the current active projects and the project lifecycle to ensure reconciliation from project initiation to project closure.
    • Gain comfort and familiarity with the financial aspects of consulting services so that the right metrics can be tracked.
    • Understand the active applications that are used by the Consulting services team: Salesforce, OpenAir.
    Within your first 6 months, put in place an effective ongoing process to manage accountability of customer satisfaction
    • Become comfortable with the management of the team: being able to manage day-to-day Project progression, escalations and HR responsibilities.
    • Create cadence to monitor customer CSAT and communicate with the Consulting Services team and customer for +/- scores
    Within your first 9 months, mentor the team towards a culture of consistent and standard Project Management approach towards every Service engagement
    • Create standard goals for service teams around true project management, time tracking, and scope refinement.
    • Collaborate with manager to improve the execution and metrics between Fixed Fee Service offering, and T&M projects for better time to deliver, and ensure these standards are understood and upheld by the Consulting Services team.
    • Create a program for continuous training and being able to upskill the team as new products are released.
    • Understand the SMA partner landscape and how that impacts the initiation and execution of projects.
    Competencies - What we are looking for

    Experience leading Services team: Our key technical objective is to have a highly detail oriented, skilled in project management, and a servant leader that can impact behavior to ensure we consistently deliver excellent service to our customers.

    Passionate about sharing knowledge: You excel at teaching others and share your expertise to build a collaborative and engaged culture.

    Customer-focused: You are driven to improve customer service and promote an innovative and seamless solution for the customer. Your passion is to make the customers' experience better. You enjoy reading CSAT feedback.

    Interpersonal skills: We want you to be a person we enjoy collaborating with, spending time with, and investing in. You are motivated when working with a diverse team and able to grow employee engagement.

    Intellectually curious: You have a strong level of curiosity and care about learning and self-improvement. You are willing to try out new techniques and continuously improve your own skillsets and understanding.

    Accountable: It bothers you when people do not follow through on their commitments. You have no problem planning the work, working the plan, and proactively communicating your progress along the way. You can tell us about times when you have rolled up your sleeves, taken ownership of a body of work, and delivered the results with minimal support.

    What's in it for you?

    At SMA, we pride ourselves on ensuring that our employees are taken care of and that you have what you need to succeed in and out of work. In addition to competitive compensation, we provide:
    • A remote first environment - work anywhere you'd like in the 48 contiguous U.S.
    • All the gear you need to be successful, including your choice of Mac or Dell Laptop, $100/month phone + internet reimbursement, monitors, and gear to get yourself started plus a one-time $250 stipend to purchase any extras.
    • 100% Company paid health, dental, vision, LTD, AD&D, and basic life insurance for you and your immediate family, plus a $1,800 per year company funded HSA account, plus paid parental leave.
    • Flexible PTO and flexible working hours to accommodate a great work/life balance.
    • Wellness days to relax and recharge
    • $2,500 annual Professional Development stipend to help you develop your skills.
    How We Work - Our Core Values

    Eager to Win - Our passion comes from a deep caring for the success of our employees, clients, and partners both personally and professionally. Every employee is expected to "own it" by taking the lead and seeing initiatives through from start to finish.

    Collaborative - We win when we work as a team.SMA's best people approach their work with a spirit of helpfulness and inclusion. We seek out opportunities to team with each other, leverage each other's expertise, and lend a hand whenever we can.

    Tenacious - We are scrappy, determined, resourceful, and relentless in our approach to serve our clients and partners. We are willing to fight for what is right and are proactive in seeking solutions. We are tenacious and will not quit.

    WorkEnvironmentandPhysicalRequirements

    Work primarily in a climate-controlled environment with minimal safety/health hazard potential. High level of stress. Sedentary, sitting, walking, infrequent lifting (overhead, waist level) from floor, bending, frequent near vision use for reading and computer use.

    Physical Activity Frequency
    1. Sitting 90%
    2. Walking 10%
    3. Crouching/Bending/Stooping 1%
    4. Reaching 1%
    5. Grasping 1%
    6. Pushing/Pulling 1%
    7. Near Vision 80%
    8. Far Vision 20%
    9. Hearing 100%
    10. Speaking 85%
    11. Lifting/Carrying - up to 10 lbs 1%
    12. Lifting/Carrying - up to 25 lbs 1%
    13. Lifting/Carrying - up to 50 lbs 0%
    14. Lifting/Carrying - up to 100 lbs 0%
    AAP/EEO

    Unisoft International, Inc. dba Software Management Associates provides Equal Employment Opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, or veteran status. This policy applies to all terms and conditions of employment including recruiting, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

    If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact or for assistance.
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