Support and Services Manager

Role Overview

Service Delivery & Project Management

• Monitor key performance indicators such as response times, resolution rates, and project milestones.
• Oversee the lifecycle of client engagements from initial requirements gathering to final execution.
• Establish and enforce service standards, methodologies, and best practices to ensure consistent quality.

Client Relationship Management

• Build and maintain long-term partnerships with key customers.
• Act as a senior point of contact for escalations and complex problem-solving.
• Solicit and analyze customer feedback to drive continuous service improvement (Tekla and Field).

Financial & Resource Management

• Manage the Professional Services budgeting, forecasting, and revenue tracking.
• Optimize resource allocation to ensure billable employees are utilized efficiently without burnout.
• Manage vendor relationships to maximize engagement and leverage resources when required.

Team Leadership & Development

• Recruit, train, and mentor staff.
• Conduct performance reviews and set growth targets for team members.
• Foster a customer-centric culture that emphasizes empathy and professional excellence.
• Coach to BP Swagger sales training.
• Continuous learning on how to engage customers.

Essential Skills

• Strategic Thinking: ability to develop long-term service offerings and go-to-market plans.
• Communication: expert level in presenting to executives and leading high-stakes negotiations.
• Technical Aptitude: deep understanding of the industry's specific products or services.
• Organization: highly proficient in managing multiple, concurrent high-priority projects.
• Personnel Management: ability to listen and collaborate with team members.
• Education: regularly attend conferences, webinars, events, and associations.

Qualifications

• Survey, 3D scanning, detailing, engineering, or trades background.
• Organized.
• Ability to see projects from start to finish: scope project, build workflow, test, and develop go-to-market strategy.
• Be able to travel.
• Comfortable on a jobsite.
• Understanding of industry workflows and processes.