Technical Manager, Professional Services

Job Description

Narvar is growing! We’re looking for a Technical Manager, Professional Services who loves creating standard methodology and who wants to play a critical role in the successful delivery of an assigned technical project portfolio.

In this role, you will have strong portfolio management, people management AND key technical skills which will be used to equip the team with the tools necessary to standardize methodologies, ensure proactive customer and stakeholder communications, and ensure high quality services. It will be critical to be self-motivated and drive with a sense of urgency to ensure projects are delivered on time, within budget and with high customer satisfaction. You will drive team governance and delivery execution while being accountable for project team metrics such as revenue, productivity and high customer satisfaction scores.

The Technical Manager, Professional Services is responsible for managing both a team of PS resources and a services project portfolio to drive the successful delivery of Narvar implementation projects. The ideal candidate will utilize strong thought leadership and tactical technical execution while ensuring a seamless, proactive experience in project execution. You will be leading a dynamic Professional Services team consisting of Project Managers, Implementation Consultants, and Technical Delivery Managers who are passionate about our customers, solutions, and industry.

Day-to-day

• Leverage thought leadership and technical experience to collaborate with project team members and proactively identify project risks including effectively communicating and mitigating risks and resolving escalations that jeopardize project success
• Effectively communicate key business objectives and goals and must be able to partner with our engineering and product teams to drive performance enhancements that promote efficiency of delivery
• Accountable for overall performance, governance, and success of an assigned project portfolio and team of direct reports.
• May be required to roll up your sleeves to assist with the technical delivery of assigned implementation projects as needed
• Develop and coach direct reports and ensure appropriate team and personal goals are communicated and achieved
• Collaborate closely with Project resources to ensure projects are delivered using Narvar success criteria
• Partner with cross functional leadership to develop, implement and execute methodologies, tools and processes that support project success and accountability
• May assist in the review of SOW approval processes, ensuring proper estimating and feasibility for the duration and scope of project work
• Lead initiatives and contribute to priorities and programs that grow and scale the Narvar business model
• Partner with senior leadership in the hiring, training and employee retention process including providing tangible career development path for direct reports and ensure resources have the appropriate combination of expertise and skills to deliver projects successfully
• Conduct weekly stakeholder meetings to highlight results and ensure proactive portfolio status updates are provided

• 3+ years of professional services management and portfolio management experience in a SaaS multi-product based software implementation environment
• 3+ years of project management experience demonstrating PM fundamentals, driving project success, meeting revenue goals, and on time budget and delivery
• Demonstrates strong understanding of software project lifecycle, ability to meet team revenue goals, and knowledge of driving resource assignments and productivity
• Familiarity with web technologies and JSON, as well as order API/Order Data integrations
• Experience managing and leading a dynamic, customer focused team consisting of project managers, consultants, and technical staff
• A proven history of success in managing software implementation teams and effectively collaborating with cross functional stakeholders such as Customer Success, Sales, Support, Engineering and Product Management
• Excellent leadership and communication skills, both written and verbal to present complex issues to internal and external executives including with both technical and business stakeholders
• Experience with retail, e-commerce is a huge plus

We're on a mission to simplify the everyday lives of consumers. We believe post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with Patagonia, GameStop, Neiman Marcus, Sonos, Nike, and 1200+ other brands. With hubs in San Francisco, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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