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phonewareinc.com
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London, Greater London
Manager, Professional Services Engineering
Overview
Job Description
Overview LogMeIn is looking for an experienced Professional Services Manager to join our dynamic team of Customer Engagement delivery specialists. The Professional Services Manager will plan, manage, oversee and execute the growth and expansion of LogMeIn's International professional services team; working in tight partnership with International counterparts. The Professional Services Manager will need to have demonstrated proficiency in project management, task assignment, people and process management, and technical service delivery. Responsibilities * Lead, manage, and support the timely execution and delivery of professional service projects in the areas of Customer Engagement and artificial intelligence (A.I.) chat bots * Manage team of billable consultants and be responsible for planning, staffing and executing quality on-time projects that deliver a high level of customer satisfaction * Manage the process of scoping, planning, costing, and pricing new projects to build out accurate SOW's for new projects/package; define goals and objectives, client requirements, resource needs, budget, risks, and deliverables * Work with sales and success teams to create and manage relationships with client stakeholders, seeking to build strong champions within client and pipeline of future work * Partner and work directly with the services, Product, Customer Success and Sales teams to create and execute professional services engagements that deliver high quality results * Recruit, hire, develop, train and coach a growing team of application developers, and project managers. This includes local and near-shore personnel. * Manage all staff issues including assignment of duties, performance evaluations and recommendations for personnel actions * Responsible for direction and coordination of staff, establishing and monitoring standards of performance, and motivating the team towards success and high levels of morale. * Communicate project status to key stakeholders through status meetings, reports and scorecards * Ensure proper internal processes and systems are defined, adhered to and the accurate reporting on all projects * Closely monitor and manage consultant usage to build reports on hours utilized, to determine monthly/quarterly/annual capacity Skills * Significant technical project/program management experience, particularly in a technical development environment * Experience managing a high performing team in a remote work environment across multiple time zones. * Understanding of application development process in agile project environments involving Customer Engagement and IT practices * Knowledge of technologies such as Javascript (Front end and Node JS Backend), NLP/Machine Learning, knowledge base, CRM/Ticketing systems, and version control systems are a plus * Previous application development experience a plus * Customer relationship management experience a plus * Experience working with sales teams, particularly in services, including scoping, negotiating and writing SOWs * Understanding of IT security and compliance auditing in various business sectors. European GDPR knowledge is a plus Qualifications * BS, MBA, or MS in business, technical or professional discipline or equivalent work experience * Proven record of five years minimum demonstrating the ability to manage and grow a successful delivery team * Hands on experience in a number of business disciplines such as consulting services, business operations, project management, information technology, software development, with a proven ability and record of success * Strong communications and presentation skills. Ability to positively present yourself, and LogMeIn * Minimum of five years as an internal or external consultant with broad exposure and experience in a variety of circumstances, and a proven record of success * Experience in managing development engineers and project managers in a multi-office environment About Our simple to use cloud-based, cross-platform web, mobile and desktop applications like GoToMeeting, LastPass, join.me, GoToMyPC, Rescue, and GoToAssist among others make it possible for people and companies to connect and engage with their workplace, colleagues, customers, and products anywhere, anytime. LogMeIn is headquartered in Boston with additional locations across North America, Europe, Middle East, Asia, and Australia. OUR Values Be Accountable - even when no-one is looking Thrive Together - greatness comes from unlocking each other's potential Advance Confidently - we find opportunity and act on it Collaborate Openly - our whole is greater than the sum of our parts Engage Fearlessly - we speak up and listen Not ready to apply? Connect with us for general consideration.