Cape Town: Professional Services Manager posted by 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 lifecyclefrom implementation to ongoing support and process improvement. Youll 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 & 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 companys 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 & 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)

• 68 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

• 45 years of experience in Warehouse Management Systems

Apply for this role today, contact Gaby Turner at .za  or on Linkedin 
You can also visit the Hire Resolve website: hireresolve.us or email us your CV: it .za