Professional Services Manager
WFH Flexible Remote, Hybrid or In-Office
Job Type

Responsible for providing support to Carrier Access, Inc.’s and their affiliates clients by working closely with sales and order implementation teams for Telecom and Technology solutions. This person will serve as a primary interface with internal/external clients and internal staff. Through these interactions, this person will lead a team that will establish and maintain open communication paths, define expectations, and follow and develop processes for clear and accurate opportunity and order requests. 

Essential Functions:


o Provide day-to-day leadership, problem solving and team coaching/mentoring to help achieve approved objectives. Work with the entire CAI team to ensure projects are completed on-time and within budget and/or time constraints. Oversee projects and initiatives to ensure timely delivery and team objectives are met.

o Along with leadership, use systematic approach to track development activity interdependencies and schedules; plan and schedule current activities; adapt as plans are changed due to changes in priorities and requirements.

o Provides leadership to team members. 

o Provide overall leadership to the team by researching new technologies or tools to help improve efficiency in delivery; stay current on activities within the department, company and industry.

o Contributes to the operational goals and objectives of the Operations team.

o Interface effectively with both internal and external clients; delegate responsibilities to others.

o Exercise judgment to determine appropriate solutions to internal or external client challenges.

o Communicate (both written and verbally) with technical and non-technical staff, as well as with leadership on challenges or business concepts in a clear, concise manner.

o Assist sales team with preparing and administer quarterly business reviews (QBR).

o Maintains and keeps current all opportunities/information in CRM databases. 

o Make accurate and timely decisions based on customer needs and business requirements.

o Contribute to the attainment of revenue objectives by managing orders from the sales stage through to accurate billing and revenue recognition.

o Oversee team’s accuracy and completeness of all necessary sales paperwork.

o Project management of the activities including contracts, pricing, order entry, provisioning, design, installation, and billing on behalf of new clients. This may include the coordination of moves, adds or changes to existing service as well. 

o Work as a team with the internal service organization to create a great client experience. Partner with Sales, Service and Support personnel to strategically support Carrier Access, Inc. Accounts.

o Seek additional training opportunities and share learning experiences with the larger team.

o Proactively establish and maintain effective working relationships with all support and sales teams, as well as client-based accounts.

o Develop, maintain and manage client relationships from the operational to executive levels throughout the organization.

o Act as a liaison between external clients and various internal departments.

o Perform additional tasks as needed and/or requested.


Education and Experience:


o College degree (2 or 4 year) preferred with a degree and/or coursework in sales, marketing, communications and/or business administration or management. (BS/BA in Business, Liberal Arts, Economics, MIS/CIS, or other related field)

o 7+ years of experience of related Telecom/IT/Software Developer Project management experience

o Knowledge of products, e.g., Voice, Data, IP, VPN, Web Hosting, and CPE is desired

o Prior telecommunications and/or software development Project Management/Team Lead

o Experience cultivating and developing relationships with customers.

Required Skills and Abilities:


o Ability to effectively represent Carrier Access, Inc. to multiple departments and levels within the account, by understanding how Carrier Access, Inc.’s services meet their goals.

o Strong presentation skills with the ability to clearly educate clients about Carrier Access, Inc.’s offerings.

o Strong interpersonal, negotiating, and time management skills

o Superior communication skills (verbal and written, both internal and external to the organization) with the ability to actively listen to management, subordinates, peers, and clients in order to understand the points being made and ask questions as appropriate.

o Proficiency with MS Office (Outlook, Word, Excel, PowerPoint)

o Ability to work well individually, as well as part of a team.

o Ability to complete, accurate and timely submissions of all required paperwork and system documentation associated with customer activity.

o Organizational skills to facilitate timely and thorough follow up on all customer issues to completion.

o Ability to problem solve and think outside of the box to meet company expectations.

o Ability to thrive in a fast paced, multi-tasked environment.

o Ability to prioritize tasks and display excellent time management skills.