Senior Manager Professional Services

Fusion Risk Management is a fast-growing, innovative company committed to fostering a supportive, inclusive environment and recognized by the Chicago Tribune and Built in Chicago for its culture!

Fusion is a leading provider of cloud-based software solutions for operational resilience, encompassing risk management, third-party risk management, information technology and security risk, business continuity and disaster recovery, and crisis and incident management. Recognized by Gartner, Forrester, Deloitte, and more, we seek to build a more resilient world by empowering organizations to make data-driven decisions and helping them achieve greater overall resilience.

Our flagship product, The Fusion Framework® System™, delivered on the Salesforce Lightning Platform, provides companies a North Star for operational resilience. Fusion serves mid-size organizations to Fortune 50 companies across various verticals including financial services, manufacturing, energy and utilities, retail, pharmaceuticals, and education.

We are looking to add talented individuals to our team who are passionate about our vision to build a resilient world together and inspired by the challenge of solving key business problems. We seek can-do people who fit the culture, align with our core values, and prioritize continued personal and professional development. If this sounds like you, read on!

Core Values

Our values are at the center of our company. They are the core ethics and principles that help define our personality as an organization and help give us focus and purpose. They are overarching, building blocks of our culture and can always be used as a consistent reference point our company-wide ethics.

• Trust: Earn teammates’ trust and assume positive intent; act with integrity; respect diversity of thought, skills, and background
• Passion: Make a difference; don’t wait until you’re asked or instructed; maintain a bias to action and impact
• Collaboration: Think systematically and see your role within the bigger picture; be accountable for your part of team success; put your teammates in a position to thrive
• Customer Centricity: Demonstrate a solid commitment to customer success by providing positive and consistent customer experiences (exhibiting professionalism, patience, respect, and knowledge); Proactively engage our customer community, seek customer feedback – be open to listening – and actively incorporate the voice of the customer into daily activities
• Growth: Strive for excellence; embrace change; prioritize continuous improvement

The Role 

The Senior Manager of Professional Services will be responsible for leading and managing a team of Implementation Consultants, ensuring the successful delivery of Fusion’s software implementation and enhancement projects. This individual will play a critical role in driving customer satisfaction, revenue growth, and operational excellence within Fusion’s professional services organization. The successful candidate is a strategic thinker, strong leader, can scale the team to meet growing business needs, and possesses exceptional client relationship management skills. 

Key responsibilities of this role:  

· Lead and mentor a team of billable professional services resources, providing guidance, coaching, and support to ensure their individual and collective success 

· Set clear objectives and performance expectations for the team, fostering a high-performing culture of accountability and continual learning 

· Collaborate with team members to create development plans focused on skillset expansion in line with individual goals, product feature expansion, and forecasted pipeline 

· Develop and maintain proactive cross-functional partnerships with Account Management, Product Management, Product Marketing, Customer Success, Engineering, and Support to ensure a holistic approach to delivering client projects that maximize customer value 

· Continuously evaluate and improve professional services processes, methodologies, and tools to enhance efficiency and effectiveness 

· Collaborate with management and leadership within Professional Services to drive strategic initiatives and foster ongoing improvement and growth within the teams Project Governance and Delivery 

· Maintain a working knowledge of all Fusion-supported products and technologies 

· Collaborate with Sales, Account Management, and Deal Architecture to understand client requirements and project scope 

· Act as a project sponsor to provide oversight and governance, including tracking of key metrics for project health, budget, and risk 

· Monitor project progress, identify and mitigate risks, and escalate issues as necessary to ensure successful project outcomes 

· Serve as the primary point of escalation for a portfolio of projects for both internal and external resources 

· Develop and maintain strong relationships with key project stakeholders, including clients, partners, and internal teams, to ensure alignment, project success, and client satisfaction 

Knowledge, Skills, and Abilities 

· Minimum of 8 years in professional services as a project manager, program manager, or portfolio manager, with at least 4 years in a senior manager role 

· Exceptional leadership and management skills with a track record of building and developing high-performing, customer-facing teams 

· Solid executive presence with demonstrated experience presenting to C-suite or senior executive stakeholders 

· Excellent communication and interpersonal skills, with the ability to build relationships and collaborate effectively with clients and internal stakeholders 

· Strong bias to action 

· Strategic thinker with the ability to drive professional service initiatives and achieve business goals 

· Analytical mindset with the ability to leverage data and metrics to identify trends, insights, and improvement opportunities 

· Ability to work well independently and in a team environment 

· Strong project management skills, with a proven track record of successfully delivering multiple simultaneous, complex projects, preferably in a SaaS environment 

· Positive, client centric attitude 

· Experience managing escalations with well-developed problem-solving skills and ability to drive execution of potential solutions 

· Strong functional and technical understanding of Cloud Computing concepts and SaaS platforms, with experience in the Salesforce ecosystem preferred 

· Demonstrated ability to manage distributed teams of people 

· Ability to make sound decisions based on customer needs and product knowledge 

· Willingness to travel up to 25%  

Qualifications (Education and Certifications)   

· Bachelor’s degree in business, technical discipline or equivalent; advanced degree preferred 

· Salesforce.com certifications preferred 

· PMI or Six Sigma certification preferred 

· BC/DR Industry certification (BCI, DRII, etc.) or equivalent preferred 

Milestones for the First Six Months 

In one month, you’ll:   

· Get to know and assess current individual contributor talent on your team  

· Meet with leadership colleagues in these areas: Account Management, Professional Services, Support, Product, and Solution Engineering 

· Familiarize yourself with Fusion’s implementation methodology, processes, and tools 

· Review ongoing projects, identify any immediate risks or issues that require attention, and collaborate with project team to determine remediation plan  

In three months, you’ll:   

· Develop a comprehensive understanding of Fusion’s client base, their needs, and the competitive landscape 

· Engage as the project sponsor for ongoing client projects, ensuring they are on track, within budget, and meeting client expectations 

· Drive team engagement and execution against KPIs and goals 

· Manage all client escalations to successful resolution 

· Gain an understanding of the Fusion Framework, Customer Journey, and product strategy 

In six months, you’ll:   

· Review and assess the current professional services delivery process, identifying areas for improvement and efficiency gains 

· Contribute to the overall strategic planning and direction of the professional services organization, working closely with senior leadership to drive revenue growth and operational excellence 

· Attend at least one Fusion event (Regional User Group [RUG], Community Exchange, etc.) 

Disclaimers:

You must have evidence of right to work in the UK to be hired for this role.

Fusion Risk Management is dedicated to diversity in the workplace, and we are committed to treating all our employees and job applicants equally. Fusion recruits based on merit, selecting the best person for each job based on relevant skills and experience. No employee or job applicant will receive less favorable treatment because of any protected characteristic.