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Manager, Professional Services (SaaS, Remote, EST)

Company: BuildingLink
Location: Boston
Posted on: January 16, 2022

Job Description:

Who We Are

BuildingLink simplifies and elevates modern working and living in residential communities with inspired solutions, pioneering technology, and dedicated service. We are a rapidly growing SaaS company, providing an incredibly robust, cross-platform suite of products, serving 5,000+ properties and a growing customer base of nearly two million residents across the globe. We pride ourselves on excellence and delivering meaningful products of the highest standards that translate to measurable impact on the properties we work with.

Aside from our countless benefits and perks, we believe in providing a safe, inclusive, and professional work environment that offers qualities we hold dear: autonomy, flexibility, career growth, promotion, and ongoing performance recognition. We value the uniqueness of every individual and want our people to bring their authentic selves to work. Most importantly, we put employee well-being and happiness above all else. If this sounds like the right place for you, please read on!

What We're Looking For

Reporting into the Head of Customer Experience, the Manager of Professional Services is responsible for managing a team of direct reports who are responsible for owning the post-sale customer implementation suite of services. The team provides technical and strategic guidance to customers and is responsible for delivering data migrations, implementation services and trainings to ensure that customers are successfully deploying BuildingLink solutions and are achieving business value quickly.

The ideal candidate will be customer-focused, have a successful record of accomplishment managing high-performance teams, and experience collaborating with sales to grow revenue. You should possess a broad level of technical understanding, as well as operational and business acumen.

This candidate will ideally sit on the East Coast to be able to support EST for maximum coverage of the team, and will work EST hours. The Manager of Professional Services will work closely with other internal team members from Sales, Support, Customer Success, Product Management, Research & Development and Marketing, as is appropriate.


Key Responsibilities:
Provides leadership and supervision to a team that spans implementation and training for BuildingLink's customers
Inspires team to create a best-in-class experience for our customers
Manages the activities of the team by prioritizing work, managing workload and resolving conflicts
Attracts, maintains, motivates, and develops a high performing team to support the business needs today and into the future
Helps resolve complex project issues and/or risks
Provides ongoing development and training to continue enhancing the Professional Services team outputs while driving efficiency, productivity, and quality
Analyzes complex situations, distills issues, develops insights, challenges the status quo and synthesizes recommendations
Partners with leaders/managers and other key stakeholders to help initiate, approve, prioritize, and execute projects
Creates organizational credibility with respect to all project and program management deliverables and process efficiencies by instilling the culture of execution, operational excellence, and accountability for outcomes
Leverages metrics and dashboards to assist in all aspects of delivering, prioritizing, and managing organizational capacity
Owns key Services metrics, including bookings, revenue recognition, billable utilization, capacity planning, and CSAT surveys
Synthesize and communicate industry insights and customer feedback to our Customer Experience, Product, Engineering, and Go-to-Market teams
Builds a team culture that is collaborative, inclusive, and respectful
Performs all miscellaneous job-related duties as requested
Embodies BuildingLink values and provides exemplary leadership

About You:
5-10 years of experience in Professional Services and delivery within a software business
Direct people manager, or team lead, experience managing technical delivery teams within a software business
Ability to create and articulate the value proposition of Services and training for BuildingLink; experience working in consultative selling and with a detailed understanding of professional services delivery
Ability to be professionally assertive to influence outcomes, advocate for projects, and ensure accountability.
Leadership abilities including problem solving, negotiation, facilitation, decision making and change management preferably within the professional services space.
Demonstrated ability to organize, lead and execute on a variety of assignments and projects with a drive for results.
Successfully conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people's ideas and thoughts.
Has the ability to develop, maintain, strengthen and repair partnerships with others inside or outside of the organization who can provide information, assistance or support.
Communicates in ways that gain the support of others. Mentors, motivates and guides others toward goals. Has the capability to advocate a position and encourage others with a sense of shared purpose and excitement.
Adjusts planned work to accommodate an ever-changing environment. Triages multiple demands and competing priorities by gathering relevant information and applying critical thinking skills.
Has the ability to analyze information and come up with appropriate solutions. Solution-based thinking.
Demonstrates tenacity and willingness to go the distance to get something done.
Anticipates, monitors and meets the needs of internal/external customers and responds to them in an appropriate manner.
Plans, organizes, schedules and budgets in an efficient, productive manner. Focuses on key priorities.
Flexibility and adaptability to change in a fast-paced, start-up company environment
Previous experience with CRMs (e.g. Salesforce), CSPs (e.g. Gainsight, ChurnZero) and BI tools (e.g. PowerBI) a plus
Up to 10% travel may be required

About Us


BuildingLink is an industry leading property management technology used by over 5,000 high-rise residential communities globally. As an industry pioneer and leading innovator, our solutions, service, and people have made us one of the most recognized and respected technology providers among property managers and staff, condo/coop boards, and landlords. Our roadmap is packed with new and exciting initiatives to help buildings run even better. Resident lifestyle, voice assistant with our Amazon Alexa Skill; Ledger for simplified property management accounting, more platform integrations, and IoT sensor solutions to target and solve buildings' operational headaches are just a few of the key initiatives we have in the pipeline. So, if you're looking to work for a dynamic and successful company that cares deeply for both its customers and employees, please apply!

Check out our website to learn more!

What BuildingLink Can Offer You

BuildingLink is a privately-owned and operated B2B SaaS company with the curiosity, energy, and entrepreneurial spirit of a startup
Competitive Salary + Commissions Package
Flexible PTO, Birthday Holiday, Summer Fridays, Work Anniversary Travel Bonus, Paid Parental Leave, Bereavement Leave
Medical, Dental, & Vision benefits, Company sponsored HRA, Gym Reimbursement, Healthcare Concierge Service
401k with 4% matching
Company Events, Holiday Parties, Friendly Office Competitions
Professional Development Opportunities

BuildingLink is an equal opportunity employer to all persons regardless of age, color, national origin, citizenship status, disability, race, religion, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, veteran status, or any other protected class by federal, state or local law.

Check out our website to learn more!

Keywords: BuildingLink, Boston , Manager, Professional Services (SaaS, Remote, EST), Executive , Boston, Massachusetts

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