Deputy Manager, Professional Services

Deputy Manager, Professional Services

Our Deputy Manager, Professional Services is a working manager who brings a blend of technical know-how and a proven track record of building and growing customer-focused sales engineering teams. You will directly support our Senior Manager, Professional Services in ensuring delivery of outstanding customer service and teamwork across our Professional Services team as a whole. Your networking, IT security (PKI, VPN tunnels, etc.), and firewall experience, combined with your willingness to occasionally roll up your sleeves and get into the technical trenches sets you apart.

You'll lead a responsive and knowledgeable program management team, support our systems engineering team that supports field sales staff, product sales engineering support, deployment, training and managing customer relationships in the US and worldwide. By implementing and maintaining our Quality Assurance program you will ensure all client proposals are correct, complete, and meet our clients' stated needs.

Location: Portland, OR

We Take Care of Our People

Paid Time Off I 401K with Employer Match and Profit Sharing I Health and Wellness Benefits I Learning and Development Opportunities I Referral Program I Competitive Pay I Recognition I Employee Stock Purchase Plan I Inclusive & Supportive Culture

Your Challenge:

• Responsible for the continual development of standard operational procedures

• Participate in the development of project scope, pricing, and preparing proposal opportunities, partnering with engineering, sales, and other teams as needed

• Lead our team of program managers to drive program strategies and initiatives across our DoD programs

• Support go-to-market strategy for Professional Services; prioritize and "productize" services offerings into discrete packages that can be marketed to multiple accounts with specific needs or within specific verticals

• Participate in business development activities including pre-sales meetings

• Participate in Hardware and Software design and roadmap meetings as needed

• Oversee systems engineers who provide complex system integration for systems delivered worldwide; may work with Product Development on the design of systems using both COTS and proprietary hardware, software, and network designs.

• Development and management of support options and processes

• Direct development of technical sales materials, demos and presentations

• Support the development of processes, team, and infrastructure required to grow this business

• Develop support systems and materials including FAQ, Web Site, Technical Bulletins, etc.

• Provide leadership, employee development, coaching, and mentorship to program managers and other direct reports

• Drive overall architecture of service products for external and internal customers

• Ensure, and create as needed, processes and practices to ensure reproducible service delivery and high quality, while keeping costs under control

• Manage service delivery schedules and resources, ensuring consistent and profitable delivery

• Customer problem escalation management, coordinate with QA and engineering to address systemic issues and quality improvement initiatives

What You Bring:

• Strong decision-making ability and willingness to support changing department initiatives

• Strong grasp of project costing

• Strong customer-facing experience; demonstrated ability to work with sales to help close business is a plus

• Strong demonstrated project definition, scoping and negotiation skills;

• Experience working with CRM systems for pre- and post sales customer support, SAP. Microsoft Dynamics or Salesforce.com is a plus

• Experience with ServiceNow or other case management tools.

• Must understand technical issues, but is also a "big picture" thinker who looks for ways to improve and grow the product support operations

• Strong technical background in networking, telecommunicat