Professional Services Manager
Job ID: 110660
Location: Houston, TX [Remote]
Category: Other
Employment Type: Direct Hire
Date Added: 07/18/2025
Our client is seeking a Professional Services Manager to join their team. This role is pivotal in leading customer care and solutions management teams, ensuring exceptional delivery service and customer experience throughout the lifecycle of the company’s clients. The ideal candidate will be a strategic leader with a robust background in SaaS service environments, possessing a deep understanding of customer success dynamics and operational efficiency. This is a fully remote role and can be performed from an approved location.
Responsibilities:
- Lead, mentor, and develop a high-performing team of customer care specialists and a solutions manager, fostering a culture of ownership, accountability, and continuous improvement.
- Ensure a seamless onboarding experience for new clients, overseeing all aspects of customer support to maintain high satisfaction and resolution quality.
- Collaborate closely with the product and engineering teams to relay customer feedback and escalate technical needs effectively.
- Manage the implementation workflows and customer success plans to ensure deployments are timely and efficient.
- Deliver tailored software demonstrations and oversee the solutions team to standardize and scale best practices for implementation and feature adoption.
- Build and refine SOPs for onboarding, support ticket handling, and project management, leveraging data to identify trends and improve operational efficiency.
- Champion the use of CRM and support platforms to streamline service delivery and operational excellence.
- Align with Sales, Product, and Marketing teams to ensure a consistent and customer-focused experience across all platforms.
Qualifications:
- Minimum of 5 years of experience in SaaS, pharmacy tech, or healthcare software services.
- Proven leadership skills with at least 5 years in team management or people management roles.
- Demonstrable success in customer onboarding, support, or implementation roles within a tech-driven environment.
- Strong understanding of pharmacy operations or healthcare software workflows, with a preference for experience in compounding pharmacy operations.
- Exceptional project management, communication, and cross-functional collaboration skills.
- Proficiency in customer service and CRM tools such as Zendesk, HubSpot, or Salesforce.
- A passion for building scalable, customer-centric service processes.
- Ability to work effectively in a fully remote setting.
- Availability to start within a reasonable timeframe as agreed upon at the time of the offer.
Pay Range: $120K – $130K
This is a fully remote role and can be performed from an approved location.