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Manager - Professional Services

Manager - Professional Services

BQE Softwarealappuzha, India
17 days ago
Job description

Role Overview

We are seeking an experienced professional to join us as Manager – Professional Services , leading a team that delivers data migration, report customization, and client success. The ideal candidate to be a strong people manager with hands-on expertise in solution delivery, while also demonstrating the vision to scale processes and drive long-term service excellence. This role combines operational oversight with strategic input, ensuring day-to-day delivery while laying the foundation for future growth.

About Us

BQE Software is a global leader in SaaS solutions for professional services firms. Our flagship platform, BQE CORE , is an all-in-one solution for project management, billing, accounting, HR, and business intelligence. CORE empowers firms to streamline operations, improve profitability, and deliver better client outcomes. With a robust customer base, BQE continues to innovate and grow, adapting to the evolving needs of our customers and industries worldwide.

Key Responsibilities

Customer Engagement & Relationship Management

  • Oversee customer interactions (via email, Zoom, Zendesk, and other platforms) to ensure smooth transitions, accurate requirement gathering, and clear communication.
  • Build and maintain strong client relationships, serving as a trusted advisor for escalated or strategic engagements.
  • Ensure customers receive effective training, guidance, and change management support during implementations.

Operational Excellence

  • Review documentation, specifications, and processes to ensure consistent quality and compliance with BQE standards.
  • Monitor key delivery metrics (utilization, CSAT, turnaround time, project completion) and drive continuous improvement.
  • Identify inefficiencies, optimize workflows, and standardize best practices across data migration, reporting, and escalations.

    • Team Leadership

  • Lead and mentor a team of Professional Services Consultants, providing guidance on customer engagement, problem-solving, and service delivery.
  • Allocate work, monitor progress, and ensure timely resolution of customer requirements, escalations, and deliverables.
  • Conduct reviews, provide coaching, and drive skill development across communication, analytics, and product expertise.

    • Strategic Input & Collaboration

  • Support customers with strategic planning, providing insights on growth opportunities and process enhancements.
  • Collaborate with cross-functional teams (Customer Success, Product, Development, and Business Intelligence teams) to resolve complex client needs and relay product feedback.
  • Stay updated on industry trends, SaaS delivery practices, and emerging customer needs to strengthen BQE’s service model.

    • Project & Change Management

  • Oversee multiple projects to ensure they are delivered on time, within budget, and aligned to client goals.
  • Guide the adoption of new processes and technologies by supporting customers through implementation and change management.
  • Prepare and review reports, presentations, and recommendations for both internal and customer stakeholders.

    • Must Have Skills

  • 10-12 years of total experience in Solution Delivery, Professional Services, Technology Consulting, or Customer Success.
  • Minimum 5 years of people management experience.
  • Proven experience with SaaS implementations, data migration, and report customization (SSRS, SQL, Excel advanced features).
  • Strong client management and communication skills, including handling escalations.
  • Background in software / IT services, particularly involving customization, integrations, or development work, with exposure to client-facing solution delivery.
  • Hands-on experience with Zendesk or equivalent customer support platforms (such as Freshdesk, ServiceNow, Salesforce Service Cloud, Zoho Desk, or Jira Service Management). Strong analytical and problem-solving mindset, with ability to simplify complex issues.
  • Bachelor’s degree in computer science, Engineering, Information Systems, or related field.
  • Background in software / IT services, particularly involving customization, integrations, or development-focused

    • Preferred Skills

  • Certifications in Project Management or Consulting.
  • Experience managing global clients and distributed teams across multiple time zones
  • Exposure to change management and driving adoption of new processes.
  • Demonstrated ability to link technical delivery to business value.
  • Prior experience in professional services for SaaS / enterprise software firms.
  • Strong presentation and stakeholder management skills for senior client interactions.
  • Experience with reporting & analytics tools beyond SSRS / SQL / Excel (e.g., Power BI, Tableau).
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