{"id":4317863,"url":"https://alion.io/job/bertelsmann-manager-professional-services","title":"Manager, Professional Services","company":{"id":20910,"name":"Bertelsmann","domain":"bertelsmann.com","url":"https://alion.io/company/bertelsmann","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":99,"open_postings":36,"ghost_share":0,"stale_share":0.028,"repost_share":0.028,"time_to_fill_p50_days":26,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Morrisville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":true}],"status":"live","first_seen_at":"2026-11-13T00:00:00Z","employer_posted_date":"2026-11-13","last_verified_at":"2026-11-14T17:09:05Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Company Description\nAre you looking for a high energy, strategic, and fast-paced position with an impactful and mission-driven company? Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!\nJob Description\nThe Manager, Professional Services leads a customer-facing SaaS services team and is accountable for predictable delivery, team performance, operational excellence, and scalable growth across one or more service lines, including implementation, migrations, managed services, education services, and technical services. This leader uses data, automation, and responsible AI to improve capacity decisions, delivery efficiency, employee effectiveness, and the customer experience. The role translates business priorities into clear operating rhythms, develops high-performing professionals, and partners across Sales, Product, Customer Success, Support, Finance, and Technology to deliver measurable customer and business outcomes.\nWHAT YOU'LL DO:\nTeam Management\nLead, coach, and develop a team of project coordinators, implementation consultants, project managers, managed services consultants, and/or other services professionals. \nEstablish clear goals, role expectations, decision rights, and accountability aligned to department and company priorities. \nConduct effective one-on-ones, performance conversations, talent reviews, and development planning; provide timely, specific feedback and recognition. \nBuild team capability in SaaS delivery, consultative practices, project leadership, data fluency, AI literacy, change management, and customer communication. \nCreate equitable opportunities for stretch assignments, cross-training, mentorship, and career progression; maintain succession and talent-risk plans. \nFoster an inclusive, innovative, and high-accountability culture focused on learning, collaboration, customer outcomes, and continuous improvement. \nMonitor workload sustainability and team health, taking action to address burnout risk, performance barriers, or skill gaps.\nService Delivery and Customer Outcomes\nOwn the successful delivery and day-to-day performance of assigned service lines, including adherence to scope, schedule, quality, and customer commitments. \nUse leading and lagging indicators to identify delivery, adoption, satisfaction, margin, and retention risks; coordinate corrective action and escalation. \nEnsure customer-facing teams apply consistent delivery methodologies, documentation standards, governance, and risk management practices. \nPartner with customers and internal stakeholders to resolve complex issues, clarify tradeoffs, and maintain confidence through transparent communication. \nRepresent the voice of the customer in cross-functional planning and drive improvements that reduce friction across the end-to-end customer journey. \nSupport complex sales opportunities by validating scope, delivery approach, effort, dependencies, risk, pricing inputs, and capacity. \nOperational Excellence, AI, and Innovation\nDesign and maintain scalable processes, operating rhythms, controls, playbooks, and service standards that improve quality, consistency, speed, and cost effectiveness. \nBuild a practical innovation pipeline that identifies, tests, measures, and scales improvements based on customer and employee needs. \nChampion responsible use of AI, automation, and digital tools to reduce manual work, improve decision quality, accelerate knowledge access, and strengthen the customer experience. \nPartner with appropriate functions to ensure AI-enabled workflows follow company requirements for security, privacy, data governance, human review, and risk management. \nDefine baseline performance, expected benefits, adoption measures, and control points for improvement initiatives; validate outcomes before scaling. \nEliminate non-value-added work, standardize repeatable activities, and improve handoffs across teams through root-cause analysis and continuous improvement methods. \nMaintain reliable service-line data and dashboards; translate insights into priorities, decisions, actions, and measurable results. \nCapacity, Workforce, and Business Planning\nOwn short- and medium-term capacity planning for assigned teams using pipeline, backlog, project complexity, skills, productivity, utilization, time-off, and demand assumptions. \nCreate scenario plans and recommend hiring, contractor use, cross-training, redeployment, sequencing, or demand-shaping actions to balance customer commitments, employee capacity, and financial objectives. \nMonitor utilization, throughput, backlog aging, forecast accuracy, and staffing risk; intervene early when supply and demand are misaligned. \nPartner with Sales, Finance, and delivery leaders on bookings forecasts, start-date commitments, resource assumptions, and investment decisions. \nEnsure work is assigned based on skills, development goals, availability, customer needs, and business priorities. \nManage assigned operating expenses and approval processes in accordance with company policies and authority levels.\nQualifications\nYOU'VE GOT WHAT IT TAKES IF YOU HAVE:\nBachelor’s degree or equivalent combination of education and relevant experience.\n3 or more years of people leadership experience in Professional Services, Implementation, Customer Success, Support, or a related customer-facing function. \n3 or more years of experience in a SaaS, subscription software, technology, or technology-enabled services environment. \nDemonstrated experience managing customer delivery, team performance, capacity, operational metrics, and continuous improvement. \nExperience using project, resource management, CRM, analytics, collaboration, and/or workflow automation tools. \nWorking knowledge of project management methodologies and common SaaS implementation practices. \nIT WOULD BE NICE IF YOU:\nExperience leading implementation, migration, integration, managed services, education services, or technical services teams. \nExperience implementing AI-assisted workflows, automation, knowledge management, analytics, or digital transformation initiatives. \nExperience with professional services automation, resource planning, forecasting, financial management, and service-line performance. \nPMP, Lean, Six Sigma, change management, agile, or relevant AI/data certification. \nKnowledge of Relias products, services, customers, and common integrations, including file-based integrations, SSO, APIs, and web services. \nAdditional Information\nRelias is an Equal Opportunity Employer and a Drug-Free workplace. Relias welcomes and encourages applications from people with disabilities and is happy to make reasonable accommodations in all aspects of the selection process. If you are an individual with a disability and require reasonable accommodation to complete any part of the job application process, please visit our career page for instructions.\nRelias values collaboration and wants to ensure that our team members have opportunities to work with their teams regularly for professional development opportunities. Our flexible hybrid work environment requires that you live in the state of North Carolina, within a commutable distance to our office (~1-hour commute). You would be expected to work in our Morrisville, NC Headquarters approximately 30/40 days/quarter.\nAll your information will be kept confidential according to EEO guidelines.\nDisclosure requirements pertaining to the collection of your personal data:\nResponsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated. The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.\nThe retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process. You can find these here.\nYou can contact the company’s Data Protection Officer at the above-mentioned postal address.\nFurther information on data protection and your rights can be found here.\nRecruiting-Platform powered by SmartRecruiters.","description_format":"text","description_chars":8253,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":3,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":["Hybrid work","Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Publishing","TV Production","Music Industry"],"lifecycle":[{"event":"open","at":"2026-11-14T17:09:05Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":1,"green_card_filings_12m":0,"median_offered_wage_usd":167500,"route":null,"cap_exempt":false,"checked_at":"2026-11-14T07:33:33+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":26,"reasons":["conf:0","win:early","comp:brand"],"computed_at":"2026-11-14T18:07:06Z"},"pay":null,"html_url":"https://alion.io/job/bertelsmann-manager-professional-services","json_url":"https://alion.io/job/bertelsmann-manager-professional-services.json","meta":{"generated_at":"2026-11-14T18:07:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":21308,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":20910},"rest":"https://alion.io/mcp/rest/get_company?id=20910"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbertelsmann-manager-professional-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbertelsmann-manager-professional-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbertelsmann-manager-professional-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/bertelsmann-manager-professional-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbertelsmann-manager-professional-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4317863}},{"tool":"search_jobs","arguments":{"company":"bertelsmann.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4317863},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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