Sr. Manager, Professional Services in Otelier

DescriptionAt Otelier, we put data and efficiency at the heart of hotel operations so hoteliers can return to hospitality. As the hospitality software behind every great host, we provide the tools to automate back-office tasks, streamline budgeting and forecasting, and offer crystal-clear insights into property or portfolio performance. Embrace the opportunity to be part of a transformative journey with Otelier, where we harness data to optimize operations, facilitate decision-making, and automate the mundane. This is not just a career—it's a chance to shape the future of hospitality, making data work for the industry, not the other way around.The Sr. Manager, Professional Services will play a crucial role in managing and coordinating the operational aspects of the post sales organizations. This individual will be passionate about delivering exceptional support to the teams and being responsible for implementing and managing best practices, processes, tools, and reporting to drive revenue growth, enhance customer satisfaction, and streamline operations. In this role, you will identify opportunities to improve processes and reporting that maximize revenue and drive efficiencies while promoting customer delight and effective customer onboarding.ResponsibilitiesOperations Management: Oversee and manage all operational aspects of the Professional Services and Customer Success teams. Support a customer centric culture by ensuring that the tools and processes are in place to drive customer delight throughout the customer journey.Communication and Collaboration: Work cross functionally to ensure customer experience is integral to all facets of the business. Ensure alignment and coordination between teams to meet business objectives and outcomes.Data driven process improvements: Identify areas and opportunities to improve efficiencies, effectiveness, and customer delight through data analytics and insights. Utilize insights to drive process improvement and enhance delivery.Performance monitoring: Implement and manage data analytics and validations processes to monitor department performance through key performance indicators (KPIs) to measure the operational efficiencies, project profitability, and team productivity.Reporting and insights: Create and generate regular reports and dashboards to provide visibility to leadership. Present findings to executive leadership. Track project budgets, revenue, and margin to ensure projects are delivered in the allocated budget. Monitor financial metrics including revenue recognition, project profitability, forecasting, and utilization rates.Project Management: Support project execution to deliver on time and on budget. Work with business operations on tool evaluation and selection. Provide guidance and assistance to resolve any operational challenges and roadblocks.Continuous improvement: Identify areas for process improvement within the professional services organization. Develop and implement best practices, standard operating procedures (SOPs), and automation tools to streamline project delivery and enhance efficiency. Stay up to date on emerging trends and technologies.RequirementsBachelor’s degree in business or a related field (or equivalent work experience)5 years in PS/CS operationsExperience in a SaaS environmentExcellent communication and interpersonal skills with the ability to work well with team members and other departmentsPosition requires basic business skills, professional services, and an understanding of general financial operationsAttention to detail, analytical thinker that is able to make data-driven recommendationsProficient in PSA and CRM tools such as Monday.com, Asana, Salesforce. Strong preference for experience with Kantata/Mavenlink.Strong problem solving and decision-making abilitiesPassionate about customer success and understands how to amplify its ability to drive revenue Show more Show less Должностной уровень Руководитель среднего звена Тип занятости Полный рабочий день Должностные обязанности Управление проектами и Информационные технологии Отрасли Гостиничное дело