Manager, Professional Services Federal

Description

You will join the professional services team at the company's public sector unit (CPS).

As Manager of Federal Professional Services, you lead every services role and function so government clients adopt the product, succeed with it, and stay satisfied over time. You shape one consistent customer journey, align services delivery with other CPS work aimed at mission outcomes, and keep operations strong across the full customer lifecycle. You protect account health, revenue, and satisfaction by spotting and reducing technical risk early, coordinating engagements, and building operating frameworks that give the services teams clear go-to-market direction.

The company works on inclusion and belonging through how it onboards, connects, engages, and communicates with people.

Responsibilities

• Oversee services staff, including Engagement Managers and Solution Architects, so projects finish on time and deliver value.
• Track team progress against project milestones, delivery targets, and goals.
• Manage team utilization and work to maximize revenue.
• Push for operational excellence in services delivery and monitor performance so teams meet expectations and projects succeed.
• Help set the go-to-market strategy for CPS services, shaping how services are positioned, sold, and delivered across the customer journey.
• Steer sales enablement and customer messaging so the value of services is clear, consistent, and fits customer needs.
• Review pricing and packaging for new and existing offerings.
• Spot expansion opportunities and give Sales timely input that shapes their approach.
• Support strategic deals with Sales and Finance, including high-impact renewals, expansions, and new business involving services.
• Meet prospective customers to understand their business challenges and opportunities, recommend solutions or enhancements, and propose a high-level delivery roadmap tied to expected business value.
• Lead project team members through scoping and level-of-effort estimates.
• Put in place and maintain controls that let you monitor the full implementation lifecycle, covering project plans, status reports, time recording, resource planning, and first value forecasts.
• Advise implementation teams and customers on milestones, issue resolution, and change management.
• Track overall project success, customer satisfaction, and delivery quality.
• Build and keep consultative relationships with senior customer leaders and decision-makers.
• Make sure solution delivery runs well and shortens the customer's time to value.
• Run post-project reviews to confirm business objectives were met.
• Help design, run, and keep improving the end-to-end customer journey.
• Build frameworks that measure how customers realize value from services, using structured feedback and data to refine operating and delivery models.
• Move delivery practices, tooling, and engagement models toward greater maturity.
• Standardize and operationalize proactive workflows with technical teams for onboarding, QBRs, value delivery, and renewals.
• Find trends and improvement areas across services and implement fixes that improve customer success and team efficiency.
• Capture lessons learned and apply them to future planning and process changes.
• Lead, coach, and mentor Engagement Managers and Solution Architects so they deliver a strong customer experience.
• Build a culture of accountability, high performance, and customer focus.
• Recruit, develop, and keep strong talent with government operations expertise.
• Encourage collaboration, knowledge sharing, and ongoing learning.
• Communicate department goals clearly within the department and across cross-functional stakeholders.
• Set strategies for team and individual performance goals that exceed customer, organization, and company expectations.
• Make sure training, coaching, and mentoring programs are built, run, and effective.
• Build and run frameworks that flag at-risk projects and customers early.
• Serve as the management escalation point when services teams hit obstacles, and work with internal teams to resolve them.
• Help employees raise customer and project risk concerns.
• Work with Sales and other technical GTM teams to find and reduce renewal or churn risk.
• Support proactive risk reviews for strategic and enterprise accounts.
• Handle pivotal customer issues through the team and take over escalated ones directly.
• Lead post-mortems on at-risk customer projects and make sure preventive actions get done.
• In your first 30 days, understand the roles and responsibilities of your reporting employees and their account assignments, present the services offering and its deliverables and value, present the customer journey framework with its phases and each phase's roles, and understand the responsibilities of all delivery staff, including Engagement Manager, Solution Architect, Account Program Manager, Premium Support Engineer, Sales Engineer, and Account Executive.
• In your first 60 days, work in Salesforce across opportunities, utilization, projects, and quotes, identify at-risk customers and services engagements and build remediation plans, find process gaps and inefficiencies in services, and present the services offering to a customer.
• In your first 90 days, advise Sales on proposed services engagements, build Salesforce reports on services engagements including utilization, build playbooks to close process gaps, carry out remediation plans with the sales, support, and technical teams, and explain to customers how the product suite and delivered projects create value.

Requirements

• U.S. citizen living on U.S. soil, since the role supports the U.S. government.
• 5+ years of consulting experience supporting U.S. federal agencies.
• At least 2 years of experience managing services teams that support U.S. federal agencies.
• Excellent communication, organization, and stakeholder management skills.
• Strong leadership skills, working with senior executives frequently.
• Knowledge of data governance, data management, or data quality.
• Previous military experience.
• Active security clearance (Secret, TS, or TS-SCI).
• Knowledge of at least two or three of the following: data management processes including data governance, data stewardship, master data management, data cataloging, and business rules management.
• Understanding of leading PaaS providers, data lakes, databases, and integration platforms used by federal agencies.
• Experience with AWS/Azure, Kubernetes, and infrastructure and platforms.
• Understanding of APIs using Java, Python, or a similar scripting language for custom software in Enterprise Linux or Unix environments.
• Understanding of data warehousing, ETL, and data integration.
• Able to communicate effectively with business and technical stakeholders and adjust your message to each audience.
• Highly organized and detail-oriented.
• Customer-focused, taking personal ownership of customer success.
• Self-starting and willing to learn new software.
• Able to lead senior-level customer discussions representing the company and services engagements.

Conditions

Standard base salary is $128,000 to $160,000 per year.

The role is also eligible for commission-based compensation.

Offers depend on factors including experience, skills, and location, among others.

The company is an equal opportunity employer.

Benefits

• Benefits are built around flexibility, with competitive pay, health coverage, and time off as the foundation, plus options for different needs and life events.
• Total rewards include bonus potential, equity for eligible roles, a monthly Flex Fund stipend, pension or 401k plans, and other total rewards.