Job Summary

The Professional Services Manager, North America is responsible for overseeing service delivery, ensuring exceptional client satisfaction, and driving operational excellence across the region. This role combines strategic leadership, team oversight, and cross-departmental collaboration to ensure services are delivered effectively and in alignment with organizational goals.

Key Responsibilities

- Lead, coach, and manage the professional services team to meet business targets and financial objectives.

- Create and execute strategies that enhance service quality and strengthen the client experience.

- Partner with the sales team to review, refine, and finalize Statements of Work.

- Oversee ongoing project execution, resource planning, and risk mitigation.

- Track key performance metrics and introduce initiatives to improve operational outcomes.

- Maintain strong client relationships, proactively resolving issues and ensuring long-term satisfaction.

- Deliver regular reports on operational performance, team productivity, and service delivery KPIs.

- Recruit, onboard, and develop team members to foster a high-performing, growth-oriented team.

Qualifications

- Bachelor’s degree in Business Administration, Management, or a related discipline.

- At least 10 years of experience in professional services or a comparable field, including a minimum of 5 years in a leadership capacity.

- Proven experience managing and deploying Legal Enterprise solutions.

- Excellent communication and interpersonal skills.

- Strong organizational and strategic planning capabilities.

- Demonstrated success in managing client relationships and resolving complex issues.

Preferred skills

- Project management

- Background in legal-tech vendors, professional services consulting, or law-firm IT.

- Knowledge of APIs, SQL, data migration principles, or technical architecture fundamentals.

- Experience working with tools like iManage, NetDocuments, Elite 3E, Aderant, Clio.

- Experience scaling a services organization in a high-growth environment.

- Client relationship management

- Strategic planning and execution

- Leadership and team development

- Strong communication skills

- Organizational and prioritization skills

- Financial awareness and budget oversight

- Commitment to operational excellence

Personal attributes

- Clear Communicator: Able to share information effectively and professionally

- Collaborative: Works well within a team environment.

- Problem Solver: Quickly identifies challenges and develops effective solutions.

- Adaptable: Comfortable navigating evolving situations and changing priorities.

- Detail-Oriented: Produces accurate, high-quality work.

- Efficient: Manages time well and consistently meets deadlines.

- Creative Thinker: Brings new ideas and alternative approaches to problem-solving.

- Strong Work Ethic: Shows dedication, accountability, and reliability.

- Personable: Builds positive relationships with colleagues and clients.