Professional Services Manager
Hire Resolve
A leading global IT services and consulting firm (specializing in Warehouse Management Software sales, implementation, and support) seeks a Professional Services Manager to join their team in Cape Town, WC.
This role leads a team that supports clients throughout the lifecycle—from implementation to ongoing support and process improvement. You’ll build team expertise, drive business development initiatives, and oversee solution customization to meet client needs. Key responsibilities include ensuring timely project delivery, boosting customer satisfaction, and maximizing product value.
Responsibilties
1. Professional Services
Facilitate client workshops
Coordinate configuration and testing activities executed by consultants
Review and provide input to assist in improving the deliverables of fellow team members where required
Facilitate and make design, configuration, and testing decisions
Be a leader in the project delivery team
Provide input on resource assignments and scheduling
Complete timesheets accurately and timely in accordance with tasks worked on
Update the progress of projects and tasks on Kantata throughout the project lifecycle
Manage the client relationship by having continuous engagement with the client, analysing their requirements, drafting a strategic plan, obtaining budget approval, and updating everything on Reveyy
Oversee and manage project delivery in terms of resource utilisation, budgets, reporting, invoicing, and task completion
2. Management of PSRS (Professional Services and Support)
Day-to-day management of the relevant support team
Ensure updates are made to Zendesk as and when required
Ensure SLA is maintained and not breached
Manage support meetings with relevant customers
Report on statistics
Track budgets
Manage escalations from customers and ensure timely resolution
Manage change and deployment
3. Team Management
Proactively and reactively support and mentor project team members
Support team members with customer engagements by providing guidance in communication channels and intervening when necessary
Complete performance reviews twice a year for reporting team members
Actively gather feedback from team members’ project partners (both SCJ colleagues and customer/third-party resources) on their performance
Manage staff operational matters such as leave applications, accurate timesheet data, and invoicing
4. Business Development
Identify, develop, and drive initiatives to bring in additional or new revenue opportunities for SCJ
Manage and nurture existing business relationships, including budget oversight and account management
Develop and maintain relationships with current and prospective clients
Identify potential business opportunities through market analysis and networking
Participate in industry events and conferences to enhance the company’s visibility and reputation
5. Customer Service and Business Development
Act as the main contact person for routine questions from customers
Drive pre-sales success in terms of obtaining new customers
Ensure client retention by preventing clients from lapsing their CssE or SaaS agreements
Manage accounts and ensure customer satisfaction
6. Company Development and Innovation
Be an enthusiastic self-starter constantly looking for ways to improve your skillsets in relation to improving customer and internal team experience and delivery
Proactively learn about solutions you are designated to work with and stay up to date on industry developments
Ensure continuous improvement by regularly reviewing and refining processes, products, and services
Requirements
Degree or Diploma in Industrial Engineering / IT (preferred)
6–8 years of experience in a Software Consulting Implementation and/or Software Support role
Intermediate to advanced knowledge of writing SQL scripts
8 years’ experience and operational understanding of Supply Chain
4–5 years of experience in Warehouse Management Systems
Apply for this role today, contact Gaby Turner at ***email_hidden*** or on Linkedin
You can also visit the Hire Resolve website: hireresolve.us or email us your CV: it [email protected]
Market Related
Hire Resolve is a Recruitment Agency in South Africa that focuses on working the following jobs in South Africa.
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Need staff. Email us. [email protected]
