Manager, Professional Services

**Build your future with Sovos.
**
If you're seeking a career where innovation meets impact, you've come to the right place.
As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape.
At Sovos, we're dedicated to more than just solving compliance challenges - we're committed to making a positive and lasting difference in everything we do.
Our teams operate on the modern edge of digital technology, working not only to solve complex business challenges but also to enrich our personal, professional, and local communities.
Our purpose-built systems provide the tools you need to thrive in a world where governments demand increased visibility, faster reporting and greater control over business processes.
Excited about the possibilities?
So are we
**The Work You'll Do**:
The Manager, Professional Services is responsible for the Professional Services team for the Business-to-Government Reporting product line for Spanish Speaking Americas.
The Manager is responsible for ensuring that all implementations and change requests are responded to and completed in a timely fashion while delivering an outstanding customer service experience.
This role is also responsible for aligning departmental goals with company objectives and strategic anchors.
A key role for the Manager, Professional Services is to be a champion of customer concerns and ensure details are professionally and adequately managed by the implementation team, acting as the primary escalation point.
This manager must ensure to bridge communications between customer opportunities for product, sales, and support services.
Implementation Services are the base for a solid relationship with the customer business and IT team and this manager should execute competent plans to promote customer success while maintaining scope.
- More specifically you will:_
- Manage teams and is accountable for service levels and process controls for team
- Provide strong leadership, guidance, and mentorship to the team
- Responsible for interviewing, hiring, training, coaching, mentoring, assigning work, appraising performance, rewarding, and disciplining employees
- Monitor team execution of client projects, including execution of activities, status reporting, issue management, and client service level outcome alignment
- Monitor client activities to ensure timely completion of tasks
- Provide assistance to the team in resolving client issues
- Manage client escalations
- Develop capacity plans to ensure proper resourcing for planned initiatives
- Define and leads team to successful completion of department goals
- Develop service level standards focused on response times and issue resolution
- Assess headcount needs based on efficient structure and make recommendations
- Assist in drafting/revising Statement of Work documents
- Prioritize changing demands, multi-tasks and creatively meets tight deadlines in a dynamic environment
- Monitor professional services efficiency, billability, utilization, and profitability
- Demonstrate initiative, drive and determination to achieve results, success and growth.
- Take full responsibility for ensuring internal and external customer satisfaction.
- Act with integrity and demonstrates ethical behavior in all matters with all stakeholders
- Adhere to a culture of professionalism, operational excellence and drive for results.
- Maintains a high level of energy, enthusiasm, engagement and commitment to action.
- Demonstrate a high degree of self-awareness and commitment to personal development and learning.
- Assume and executes additional responsibilities as assigned
- Proactively identify project risks and develop mitigation strategies
- Ensure that project risks are communicated to stakeholders and managed appropriately
- Provide regular status updates and reports to senior leadership
**What We Need From You**
- Bachelor's Degree
- Background in consulting and/or professional services delivery
- 7+ years of service-related work experience preferred
- 5+ years of management experience
- SAP implementation and/or support experience is a plus
- Experience in professional services for complete enterprise clients
- Moderate travel required to Sovos locations/ events and client onsite
- Strong time management, organizational and decision-making skills
- Ability to lead and empower teams to achieve individual and operational goals
- Ability to manage client expectations, ensuring that work is profitability complete as per the defined Statement of Work.
- Excellent oral and written communication skills, both in Portuguese and English
- Strong sense of urgency, personal integrity and accountability
- Experience working on tax technology or ERP-related projects in Brazil
- Proficiency in project management tools and methodologies (Agile, PMP, etc.)
- Knowledge of e-invoicing frameworks (NF-e, NFS-e, CT-e, NFcom) and