Accountable for professional services **within area of responsibility **(business unit/territory/software solution) with revenue targets.
The **Professional Service Manager** has the responsibility to develop and keep motivated a high performance team which provides a high value services to our customer base since the project implementation until business maintenance through our Prime Offer.
KPIs: People (OHI, Personal Growth Index, Handover), Customer (NPS, CSAT), Finance (Revenue, Profitability, Churn), Operational (SLA, Aging, Backlog, Process Adoption, Pipeline)
Focus: Our People, Customer and New Opportunities Developing
**Accountabilities**
- Supports Business Leader to develop excellence services offers based on customer market needs and segment knowledge and OGST portfolio coverage.
- Customer Focal Point in all aspects of Professional Services (Project and Support) making easier the customer journey, accountable for high value deliveries through innovation, team's expertise, marketing tendencies, all TR structure and best practices, seeking to leverage new service opportunities.
- Be advisor to his team, to the Solution Team, to Project Managers during implementation projects, supporting on risk mitigation and project plan monitoring
- Develop and keep motivated a high performance team, through higher integration between project consultants and customer support analysts.
- Customer Excellence business partner, seeking to leverage customer satisfaction, a great customer experience and easier customer journey (NPS e CSAT).
- Manage Accounts Performance in Operational and Finance perspectives.
- Supports business segment (Sales, Product, Support, etc) on improvements to drive growth to PS and entire TR.
**Skills and Experience**
- Superior ability to engage and influence stakeholders, negotiation, conflict resolution and problem-solving.
- Proven experience managing teams, build and maintain effective relationships with internal and external customers.
- Proven experience in Projects / Support / Sustaining Procedures and Best Practices
- Previous experience in project portfolio management and/or Professional Services consulting area
- Previous experience in deployments, preferably financial and/or compliance software 6. Functional and/or project management experience related to the implementation of OSGT, Compliance or ERP software (preferably SAP, SD, MM and FI modules)
- Proven experience in Agile business culture performing PO or Scrum Master roles
- Strong operational and project management, consulting, technology and process improvement skills.
- MBA in People Management or Project Management
- Bachelor's degree in finance, accounting, computers science or related.
- Fluent in English (full professional proficiency).
- Spanish is a plus
- Proficiency in Microsoft Office
**Desirable skills**
- Knowledge in Sales Tools as for example Sales Force
- Advanced in BI (Power BI or Tableau, etc)
**This role requires travel**
- Depending* on business/customer needs, the expectation is an average of between 10%-20% on an annual basis, considering the post-pandemic period.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we’ve been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world’s most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
**Accessibility**
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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