专业服务经理
Manager, Professional Services
**关于Routeware公司**
Routeware是提供软件和数据分析的行业领导者，帮助公共和私营企业提高废物和回收计划的有效性。我们的解决方案帮助组织节省时间和成本，提高效率，改善安全性能，并帮助我们创造一个更绿色的世界。
总部位于德克萨斯州奥斯汀，公司在美国和英国拥有分布式的团队。我们的品牌、产品和服务为市政和私人废物清运公司以及其他车队服务提供一站式平台。作为一项关键且不断增长的行业，我们寻找具有解决问题能力的团队成员，希望对环境产生积极影响。我们的工作环境协作、充满活力、节奏快且有趣，重视创新和主动性。
我们的使命：
- _**将废物收集转变为**_ _**为后代创造更好的未来。**_
我们的价值观：
- 适应力 - _废物行业和技术不断变化，Routeware团队从不停止适应，以处于技术创新的前沿，支持客户保持领先。_
- 以使命为导向 - _在Routeware，我们关心我们的工作对客户成果、团队成员福祉以及环境长期可持续性的持久积极影响。_
- 以人为本 - _虽然技术驱动我们的产品；Routeware真正有血有肉、富有同情心的人才是为客户带来有意义成果的真正驱动力。_
**职位概述**
Routeware的专业服务经理负责管理一组实施顾问，确保在Routeware产品部署过程中提供卓越的客户体验。该职位需要领导和发展团队，确保客户项目的持续交付，并推动流程和方法的持续改进。
该职位需要平衡人员领导、运营监督和客户接触，以确保客户和Routeware的成功结果。
**职责与义务**
团队领导与发展
- 领导、指导和辅导实施顾问团队，确保他们具备交付高质量项目和客户参与的能力。
- 在解决方案设计、系统配置和数据分析方面提供指导，以支持业务需求。
- 促进职业发展，跨Routeware产品套件的培训
查看英文原文
**About Routeware, Inc.**
Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place.
Based in Austin, Texas, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.
Our Mission:
- _**Transform**_ _waste collection to_ _**drive**_ _a better future for generations to come._
Our Values:
- Adaptability - _The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead._
- Mission-driven - _At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment._
- Human-first - _While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers._
**POSITION OVERVIEW**
The Manager, Professional Services at Routeware oversees a team of Implementation Consultants responsible for delivering exceptional customer experiences throughout the deployment of Routeware’s products. This individual will lead and develop the team, ensure consistent delivery of customer-facing projects, and drive continuous improvement in processes and methodologies.
The role requires a balance of people leadership, operational oversight, and customer-facing engagement to ensure successful outcomes for both clients and Routeware.
**RESPONSIBILITIES & DUTIES**
Team Leadership & Development
- Lead, mentor, and coach a team of Implementation Consultants, ensuring they are equipped to deliver high-quality projects and customer engagements.
- Provide guidance in solution design, system configuration, and data analysis to support business requirements.
- Foster career development, cross-training across Routeware’s product suite, and knowledge sharing within the team.
- Allocate resources effectively across projects, balancing utilization, skillsets, and customer needs.
Customer Experience & Delivery Oversight
- Oversee the execution of customer implementation projects from kickoff through go-live and handoff to Customer Success.
- Act as an escalation point for customer-facing issues, ensuring swift resolution and maintaining strong relationships.
- Ensure consultants are delivering on key responsibilities such as:
- Consulting with clients on solutions to meet business needs.
- Completing system configurations.
- Interpreting and analyzing data, and presenting results.
- Identifying trends, patterns, and opportunities for process improvements.
- Partner with Sales, Product, and Customer Success to align expectations with delivery capabilities.
Operational Excellence & Process Improvement
- Drive consistency and efficiency across all implementations by developing and refining methodologies, tools, and reporting practices.
- Oversee quality of deliverables including SOW alignment, project documentation, and reporting.
- Monitor team utilization, productivity, and project success metrics (on-time, on-budget delivery).
- Support the development and adoption of best practices in data management, reporting, and analysis.
- Contribute to strategic initiatives to scale Professional Services and improve the overall customer onboarding experience.
**QUALIFICATIONS**
- Bachelor’s degree in Mathematics, Economics, Computer Science, Information Management, Statistics, or related field.
- 5+ years of experience in Professional Services, Implementation, or Project Management, including leadership of customer-facing teams.
- Strong background in system implementation and data analysis.
- Proficiency in Microsoft Excel and data management tools, with ability to analyze and interpret complex data sets.
- Exceptional problem-solving skills and ability to provide data-driven recommendations.
- Strong communication skills, including the ability to deliver presentations and translate technical findings into customer-friendly insights.
- Demonstrated success in leading and developing teams, with a focus on customer satisfaction and continuous improvement.
- PMP or similar project management certification preferred.
**BENEFITS**
- Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
- Paid parental leave
- Medical and Dependent FSA
- 401K match
- Unlimited PTO
- Ten company holidays
- 1 Volunteer day
- Summer Friday's
_Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate._