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BQE - Manager - Professional Services
Description:
Role Overview:
We are seeking an experienced professional to join us as Manager Professional Services, leading a team that delivers data migration, report customization, and client success.
The ideal candidate to be a strong people manager with hands-on expertise in solution delivery, while also demonstrating the vision to scale processes and drive long-term service excellence.
This role combines operational oversight with strategic input, ensuring day-to-day delivery while laying the foundation for future growth.
About Us:
BQE Software is a global leader in SaaS solutions for professional services firms.
Our flagship platform, BQE CORE, is an all-in-one solution for project management, billing, accounting, HR, and business intelligence.
CORE empowers firms to streamline operations, improve profitability, and deliver better client outcomes.
With a robust customer base, BQE continues to innovate and grow, adapting to the evolving needs of our customers and industries worldwide.
Key Responsibilities:
Customer Engagement & Relationship Management:
- Oversee customer interactions (via email, Zoom, Zendesk, and other platforms) to ensure smooth transitions, accurate requirement gathering, and clear communication.
- Build and maintain strong client relationships, serving as a trusted advisor for escalated or strategic engagements.
- Ensure customers receive effective training, guidance, and change management support during implementations.
Operational Excellence:
- Review documentation, specifications, and processes to ensure consistent quality and compliance with BQE standards.
- Monitor key delivery metrics (utilization, CSAT, turnaround time, project completion) and drive continuous improvement.
- Identify inefficiencies, optimize workflows, and standardize best practices across data migration, reporting, and escalations.
Team Leadership:
- Lead and mentor a team of Professional Services Consultants, providing guidance on customer engagement, problem-solving, and service delivery.
- Allocate work, monitor progress, and ensure timely resolution of customer requirements, escalations, and deliverables.
- Conduct reviews, provide coaching, and drive skill development across communication, analytics, and product expertise.
Strategic Input & Collaboration:
- Support customers with strategic planning, providing insights on growth opportunities and process enhancements.
- Collaborate with cross-functional teams (Customer Success, Product, Development, and Business Intelligence teams) to resolve complex client needs and relay product feedback.
- Stay updated on industry trends, SaaS delivery practices, and emerging customer needs to strengthen BQEs service model.
Project & Change Management:
- Oversee multiple projects to ensure they are delivered on time, within budget, and aligned to client goals.
- Guide the adoption of new processes and technologies by supporting customers through implementation and change management.
- Prepare and review reports, presentations, and recommendations for both internal and customer stakeholders.
Must Have Skills:
- 10-12 years of total experience in Solution Delivery, Professional Services, Technology Consulting, or Customer Success.
- Minimum 5 years of people management experience.
- Proven experience with SaaS implementations, data migration, and report customization (SSRS, SQL, Excel advanced features).
- Strong client management and communication skills, including handling escalations.
- Background in software/IT services, particularly involving customization, integrations, or development work, with exposure to client-facing solution delivery.
- Hands-on experience with Zendesk or equivalent customer support platforms (such as Freshdesk, ServiceNow, Salesforce Service Cloud, Zoho Desk, or Jira Service Management).
- Strong analytical and problem-solving mindset, with ability to simplify complex issues.
- Bachelors degree in computer science, Engineering, Information Systems, or related field.
- Background in software/IT services, particularly involving customization, integrations, or development-focused.
Preferred Skills:
- Certifications in Project Management or Consulting.
- Experience managing global clients and distributed teams across multiple time zones.
- Exposure to change management and driving adoption of new processes.
- Demonstrated ability to link technical delivery to business value.
- Prior experience in professional services for SaaS/enterprise software firms.
- Strong presentation and stakeholder management skills for senior client interactions.
- Experience with reporting & analytics tools beyond SSRS/SQL/Excel (e., Power BI, Tableau).
