Lead, manage, and help build a post-live services team composed of customer-facing consultants and the Subject Matter Experts (SMEs) who execute scoped projects.
Drive AI Adoption: Champion the responsible use of AI within the team to enhance consultant productivity and improve customer time-to-value.
AI-Enabled Service Design: Identify and implement AI-assisted workflows that reduce manual effort and standardize service delivery outcomes.
Prepare and present Scopes of Work (SOWs) and estimates for customers and prospects.
Manage a hybrid team of remote and in-office employees.
Mentor and coach employees to prepare for career advancement.
Maintain an open door policy for feedback and keep the team engaged.
Discuss performance regularly with your team members.
Serve as an escalation resource for your team and customers.
Build and improve processes that support customer optimization and long-term adoption.
Manage customer-facing technical resources, processes, and systems.
Own project assignment for your team.
Work with other departments and teams to continuously improve the customer journey.
Understand client expectations throughout the post-live customer lifecycle to ensure alignment with market needs.
Partner with Product and provide information about product specific issues that negatively impact solution adoption and optimization.

B.A. or B.S. degree with 5+ years of customer service or consulting experience and 2+ years of management/leadership experience.
Strong understanding of SQL, data manipulation, data management, Google Sheets and/or Microsoft Excel.
Strong understanding of business intelligence (BI) principles, reporting, and dashboard development.
Experience with process automation and system integration using APIs.
Strong Project Management skills, including scoping and estimation.
Applied AI Proficiency: Demonstrated ability to leverage AI tools (e.g., LLMs, copilots, automation agents) to accelerate content creation, data analysis, and workflow optimization.
AI Curiosity & Engagement: Proactive approach to learning and experimenting with emerging AI technologies to identify new opportunities for service delivery improvement.
Data Readiness for AI: Understanding of the data structure, quality, and governance required to support effective AI implementation and automation.

Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions
Dental and Vision through Unum
Flexible Spending Account and Dependant Care Account
Company-paid Life insurance, STD and LTD
Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
401(k) with up to 3% employer match and NO vesting period
Flexible PTO policy
10 company holidays
Parental Leave
Paid Time Off for Volunteering
Employee Reimbursement Program to use for well-being, technology and/or professional development

Project Services Manager

Key skills