Services Manager leading ALONE’s support services for older people in Ireland, building strategic partnerships and delivering excellence in service delivery.
About the role
- Senior Manager in Professional Services leading implementation teams for CaptivateIQ's Incentive Compensation Management solutions. Collaborating with delivery, product, and customer experience teams to ensure client success.
Responsibilities
- Lead a growing team of Professional Services Consultants and Architects who implement CaptivateIQ's Incentive Compensation Management (ICM) solutions for our customers.
- Own a portfolio of strategic implementations and serve as the strategic liaison between delivery teams, Product, and Customer Experience leadership.
- Evolve our delivery frameworks, deepening consultative engagement with enterprise customers, and ensuring our implementations set clients up for long-term success and adoption.
- Track, monitor, and analyze KPIs (NPS, time-to-value, utilization, project profitability) to identify trends and improvement opportunities.
- Lead initiatives focused on scalability, automation, and knowledge sharing to drive faster, more consistent delivery.
- Champion a culture of consultative thinking and long-term customer success - coaching the team to look beyond go-live and focus on customer enablement and outcomes.
- Champion the strategic adoption of AI and automation to enhance team efficiency and insight, ensuring technology complements rather than compromises the consultative customer relationship.
- Manage delivery performance across the portfolio (capacity planning, utilization, margin, quality metrics, and customer satisfaction).
Requirements
- 7+ years of experience in Professional Services, Consulting, or Technical Implementation within SaaS or Enterprise Software.
- 3+ years of leadership experience, including managing Senior Individual Contributors.
- Proven success scaling delivery organizations or transforming implementation processes for efficiency and customer impact.
- Strong understanding of data integration, configuration, or business process automation.
- Exceptional stakeholder management and executive communication skills - comfortable interfacing with enterprise customers and internal executives.
- Nice to Have
- Experience with ICM or SPM platforms (CaptivateIQ, Xactly, Varicent, Anaplan).
- Technical fluency in SQL, ETL, APIs, or scripting languages.
- Experience leading distributed or offshore delivery teams.
- Familiarity with Agile methodologies or AI/automation in service delivery.
Benefits
- (US-ONLY) 100% of medical, dental, and vision covered including 75% for dependents
- Flexible vacation days and quarterly mental health days so you can recharge
- Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
- Annual stipends for professional development and caretaking
- (US-ONLY) 401k plan to participate in and save towards the future
- Newest Apple products to help you do your best work
- Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ. ERGs directly support our company-wide DEI goals as a space for developing and retaining diverse talent
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