SilkRoad Technology is the world’s leader in strategic onboarding for global workforce readiness and transformation. We help organizations prepare their people for change by designing intentional, personalized journeys to increase retention and maximize agility throughout their careers. SilkRoad combines our leading strategic onboarding capabilities with world-class consulting services to deliver highly scalable, personalized experiences that engage employees and drive long-term business performance such as productivity, profitability, growth and agility.
The Global Client Services (GCS) organization is seeking an experienced MANAGER, PROFESSIONAL SERVICES responsible for leading a team of consultants that provide consulting and technical services to clients during SilkRoad SaaS implementation projects, along with ongoing operational support for assigned managed services agreements.
- Recruiting, managing and developing a team of skilled delivery consultants that provide implementation and managed services in support of existing and new client projects.
- Leading efforts to identify, develop, and deploy methodologies, tools, and project enablers to support effective project delivery.
- Training and mentoring team members on the SilkRoad Way including delivery best practices.
- Serving as a quality assurance and escalation point to ensure successful project delivery.
- Supporting resource management of projects working with other GCS leaders to ensure projects are properly planned and staffed.
- Working cross-organization with other GCS teams, Sales, Support and Product Engineering to ensure successful project delivery.
- Monitoring adherence to operational and financial targets including utilization, project variance, and realized bill rates.
- Managing business relationships vital to the success of projects and/or accounts, maintaining an understanding of client business goals and challenges and executing service delivery.
- Providing input on scope and level of effort for presales opportunities.
- Overseeing and executing service delivery improvements, continually seeking opportunities to increase client satisfaction and develop strong client relationships.
Required Skills
- Ability to work in a fast-paced, team-based environment.
- Strong organizational skills with the ability to prioritize and meet strict deadlines.
- Detail oriented with excellent analytical and problem resolution abilities.
- Strong operational management, project management, consulting, technology and process improvement skills.
- Superb communication, presentation, and public-speaking skills.
- Proficient with computer software and MS Office applications, including Word, PowerPoint and Excel.
Required Experience
- Bachelor’s degree, preferably in a software engineering, human resources or technical discipline, or equivalent work experience is required.
- Minimum five years of SaaS software consulting experience is required; experience implementing Human Resources systems is preferred.
- Functional Human Resources experience is desired; SHRM-CP, SHRM SCP, or other HR-related certification is preferred.
- Proven experience leading a team is required.
- Project management experience is required; PMP certification is a plus.
- Experience with globalization and localization of web applications is preferred.
- French, Spanish or other foreign language proficiency is a plus.