Manager, Professional Services

This role leads a team of consultants who work alongside our Support and Managed Services teams, offering all-encompassing open source database solutions. Our customers range from Fortune 50 enterprises to startups, and our consultants help plan and deliver projects that include everything from design and scalability requirements, troubleshooting performance issues, to migrating to, or across, the cloud. We’re looking for a seasoned leader who will holistically consider our team, solutions, quality and growth to ensure customer success, team development and utilization, and profitability.Our ideal candidate will be a leader who has achieved tremendous success in a Professional Services or Consulting organization, and who is motivated by transforming a business poised for exponential growth – someone who has been in a position to have this kind of impact before and is eager to do it again. You are a self-starter and motivated to identify and implement improvement opportunities to drive the team forward.What You Will DoHelp our team deliver high-quality, efficient, and profitable professional services that result in high levels of customer satisfaction and retention.Ensure our team members are valued, empowered, and engaged.Translate organizational vision and initiatives into executable goals and objectives.Oversee the delivery process from ensuring SOW accuracy to oversight of project execution, methodology, and process adherence by the delivering team members.Create, document, and implement processes and best practices that are standardized, adopted, and executed consistently.Serve as an escalation point to resolve customer issues, and develop and maintain relationships with key clients.Help ensure our Sales, Marketing, and Customer Success teams have what they need to land and expand new business.Foster strong relationship with AMER Sales maintaining a pulse on opportunity pipeline, and identifying opportunities to alleviate Sales’ pain points for selling professional services.Team up with other leaders to inform and create strategies, standards and effective collaboration across the organization to evolve from our legacy mindset.Monitor and report on metrics and KPIs for your team, including maintaining a consistent understanding of your team’s backlog to anticipate potential resourcing challenges, and projecting team’s billable utilization.What You Have DoneYou've spent 5+ years leading remote consulting teams, managing business operations, and collaborating on cross-functional initiatives.You’ve built strong relationships with customers and other leaders across organizations.You’ve built multiple teams with an established track record of driving change and attracting, motivating, coaching, and retaining top talent.You’ve developed the ability to understand and manage the nuances associated with operating globally distributed teams and business operations.You’ve developed strong business acumen - in particular:Ability to make sense out of complex and ambiguous situationsAbility to understand how business decisions affect financial outcomesAdept at resolving customer escalations to minimize negative impactsAwareness of the implications of a choice for all affected partiesDecisivenessAdaptable to changeDeveloped excellent written and verbal communication skills - you know how to negotiate, as well as communicate difficult/sensitive information tactfully.What Will Make You Stand OutPrevious experience working with remote teams across multiple geographies and cultures.Project management experience.Experience working cross-functionally on financial requirements and annual budget creation for a services delivery organization.Experience preparing departmental metrics, KPIs, and financial analysis and reporting.Familiarity with any of the following:Open source communityOpen source database technologies such as MySQL, MongoDB, PostgreSQL, Valkey/Redis, MariaDBProficiency in tools such as ServiceNow, Salesforce, Confluence.Why Percona?At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you. Our technical teams are experts in MySQL, MongoDB, PostgreSQL, and MariaDB.Percona is proud to be a remote-only and globally dispersed workforce – we have colleagues in more than 50 countries! We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard.Our staff receives generous benefits including flexible work hours and various paid time off programs, all your equipment for your remote office, funds for career development (external training, certifications, conferences), ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan. We also have benefits that support a healthy