Senior Manager - IDT, Professional Services Delivery

Overview 

Allow us to introduce ourselves. We are an enterprise software, content and services provider of Global Tax and Trade solutions – meaning, we build software to help companies manage international trade and complex tax needs. We’re looking for smart, creative, individuals to work directly with our customers to implement our software and sustain optimal solution over time. 

As a Senior Manager, Professional Services overseeing our Indirect Tax (IDT) Subscription Services Delivery, you will be driving exciting opportunities interfacing with customers & internal teams while supporting global corporations.  You will be shepherding a team of consultants to ensure their professional growth, as well as the collective success of delivering to our clients. Through this experience you will gain a greater understanding and appreciation for how corporations are being run in today’s markets. 

About the Role

The role will involve working closely with other PS Managers and his/her team members to ensure we're successfully delivering best practice implementations, consulting support and experiences to our clients while continuing to push the envelope towards growth opportunities.

• Drive strategy and execution to deliver professional / consulting services to Corporates Professional Services IDT customers, as part of leading our IDT subscription service delivery
• Drive excellent customer experiences through meaningful interactions that support key performance indicators of customer satisfaction
• Participate as a member of Indirect Tax Service Delivery Leadership Team, and broader Professional Services Management team, for seamless integration across the customer journey

Accountabilities

• Manage a team of consultants, supporting their development and customer delivery
• Provide leadership and co-management of the IDT team according to the standards for consulting delivery
• Responsible for consultant utilization, revenue & margin associated with the IDT subscription services business
• Support staffing strategy and execution of a global services model through our GDC
• Supports the recruiting, training and professional development of dedicated professional service team members
• Support IDT sub-contractor relationships / delivery
• Support customer delivery through building customer and partner relationships, escalation management, and driving customer satisfaction
• Support SOW scoping and sales opportunities to drive service backlog
• Support development, operationalization, and maintenance of delivery service offerings, service levels, and pricing standards
• Drive attainment of IDT subscription service Financial Plan (e.g. revenue, margin, renewal), and support achievement of broad IDT Financial Plan for Corporates Professional Services
• Support continuous, measurable improvement in end-to-end distinctive customer experience and service across channels (e.g. Customer satisfaction [NPS], Churn and retention)
• Successful onboarding of customers into subscription service model to support solution adoption and ongoing operations

About You

• 7+ years of indirect tax implementation / consulting experience, 10+ years preferred
• 7+ years of experience with large enterprise software systems, 10+ years preferred
• Bachelor's degree required; Masters or MBA preferred
• In-depth experience working with cross-functional teams and departments
• Experience delivering successful service delivery for customers, including implementations with a variety of size / complexity
• Skilled at conflict resolution and problem-solving to achieve win-win outcomes; outstanding end-customer relationship skills
• Strong collaboration, teamwork and relationship building skills across multiple levels and functions in the organization
• Able to operate autonomously in the completion of tasks and delivery of objectives
• Up to 25% of travel is expected

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What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

• Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive program