Manager, Professional Services (Brightflag)

Description

The company makes an AI-powered enterprise legal management platform that helps corporate legal departments work with more clarity, efficiency and control. The platform uses patented AI built from over 100,000 hours of legal and engineering expertise, backed by Customer Success teams.

Customers are leading global organisations. The platform helps in-house legal teams streamline operations, manage matters and spend, and work more closely with outside counsel. The company is part of the legal and regulatory division of a global provider of professional information and software.

The company is looking for a Manager, Professional Services to lead and grow a team of Implementation Managers who handle the start of the customer relationship. Onboarding speed and quality are a point of pride for the company, and this role owns that capability. You will work with Sales, Customer Success, App Support and Product.

This suits a people-first leader who has moved from project management and implementation into developing other people, and who wants to do that at scale in a company that is winning in its market.

Responsibilities

• Lead and develop a growing team of Implementation Consultants as their main coach and people manager.
• Hold regular 1:1s, give ongoing feedback, and own each team member's career planning and development.
• Manage performance with empathy and clarity, and keep workload spread evenly across the team.
• Track and report on key implementation metrics to show how well the team is performing.
• Make sure implementation methodology, project management standards and customer engagement practices are followed.
• Keep improving implementation processes for efficiency, scalability and customer satisfaction.
• Give leadership strategic input on scaling the Professional Services function.
• Own onboarding and training for new hires so they ramp up quickly and well.
• Be the escalation point for implementation challenges and blockers.
• Maintain and enforce standard implementation playbooks so every customer gets a consistent experience.
• Encourage collaboration and knowledge sharing within the team.
• Take part in interviews and assess candidates for fit as part of hiring.
• Work with Product to turn field experience into structured feedback.
• Lead cross-functional projects that improve operations.

Requirements

• 5+ years of experience, including significant people management experience in a relevant field.
• Excellent project management skills.
• Strong people management and coaching skills.
• Ability to design and roll out methodologies and processes at scale.
• Stakeholder management, with the ability to influence and align cross-functional teams.
• Adaptability and resilience, including leading a team through change and uncertainty.
• Bonus: a technical background.

Conditions

Remote across the East Coast of the US, or hybrid in the New York area with 2-3 days in the office.

The role is fully remote within the US, with quarterly in-person team meetups.

Base salary is listed as $128,900.00 to $226,025.00 USD based on the primary location. The actual offer depends on factors including skills, experience and hiring location, and your recruiter can share the figure for your location.

We cannot offer work permit sponsorship or self-sponsorship for this role.

You may be asked to attend an onsite session at a the company office as part of recruitment.

Interviews must be done without AI tools or outside prompts, and virtual backgrounds should be removed. Interviews include in-person sessions. Using AI-generated answers or third-party help will lead to disqualification.

We welcome applicants of every gender, ethnicity, sexual orientation, religion, civil or family status, age, disability and race.

Benefits

• Base salary of $160,000 to $180,000 USD, plus a bonus based on skills and experience.
• 15 days of PTO, 8 scheduled holidays and 5 flexible holidays.
• 401(k) plan with company match.
• Medical, dental and vision plans, FSA or HSA, commuter benefits, a tuition assistance plan, vacation and sick time, and paid parental leave. Full details are available on request.
• Exposure to complex technical and business problems, with the trust and autonomy to solve them, and room to learn, grow and progress in a high-growth environment.