Job Description

We are a dynamic player in the analytics tourism sector, providing industry-leading consulting, onboarding, and after-sales services to our valued clients. Our Professional Services team is pivotal in delivering exceptional client experiences, driving revenue growth, and representing our brand where it matters most: onboarding and system adoption and entrenchment. Our Professional Services team has a strong reputation for self-management and project excellence, our team delivers fixed-term projects that make a significant impact on our clients' success.

We are now seeking a dedicated Professional Services Line Manager to step into a crucial leadership role, ensuring continuity, growth, and strategic development within our Professional Services team.

This is a high-responsibility role, designed for a driven and strategic leader who can support and nurture a self-sufficient team while driving revenue growth and operational excellence. The Professional Services Manager will work closely with the senior management team to coordinate opportunities within our client space, enhance team capabilities, and strategically expand our consulting services.

Key responsibilities:

? Operational management of Implementations/onboarding team (3 members)

? Ensure high standard of internal and external support are developed and maintained

? Develop/create and maintain internal SOPs and client-facing documentation

? Team Performance monitoring and feedback to wider team

? Consulting inbox management

? Maintain team KPA docs

? Review and sign off team leave and ensure it's recorded correctly

? Ensure team are upskilled to produce required output

? Ensure team processes, checklists and SOPs are documented and are being followed by the team

Billing admin - sign off project quotes and ensure clients are being billed correctly for project work done

? Ensure team are logging time accurately for client-facing tasks

? Assist with the onboarding process for new clients and our affiliate POS system.

? Oversee projects to help customers seamlessly integrate our software into their operations.

? Provide expert consultation to clients, advising on the best solutions within our system to meet their business needs.

? Maintain an in-depth understanding of our POS, software products, and services.

? Engage with customers to ensure satisfaction and address any operational requirements.

? Feedback ideas and solutions to the business.

? Assist with product quality control and client adoption of new features.

? Represent our products and services.

? Strategic Leadership & Revenue Growth:

? Collaborate with senior management to align team objectives with business goals.

? Identify and create opportunities to increase revenue within our client base.

? Develop and market innovative consulting packages, leveraging vendor partnerships and in-house expertise.

? Drive strategic expansion initiatives while maintaining high-quality service delivery.

? Team Development & Continuity:

Provide close attention, care, and support to the Professional Services team, ensuring their continued growth and development.

? Facilitate upskilling opportunities, empowering the team with the necessary tools and skills.

? Onboard new team members, ensuring a smooth integration process.

? Address cross-departmental blockers, advocating for the team's needs and challenges to senior management.

? Client Account Growth:

? Engage regularly with clients to understand their needs, offering tailored solutions that enhance client satisfaction and drive additional revenue.

? Run roadshows and attend roadshows to represent this part of the business. Coordinate and convert sales leads for the department. Coordinate with the Sales and Marketing departments to assist with this channel.

? Coordinate and enhance the messaging and marketing of consulting packages in collaboration with the marketing team.

Act as a coordinator for the CRM and Heat Meet response areas by assisting with coordinating escalations and addressing client concerns.

? Operational Excellence & Quality Assurance:

? Work with the Quality Assurance function to ensure project continuity, smooth operations, and high standards of service delivery.

? Oversee administrative tasks, including billing reconciliation, department report-backs, and strategic implementation.

? Intervene and coordinate resources when team members require escalation support for client issues.

? Review and work with Perfect Storm Teams to assist with business continuity.

? Provide and coordinate support from the Professional Services team with the Product and Testing teams, including coordinating sign-off of design and assistance with testing and familiarisation cycles.

Requirements:

? Operational expertise in our products, and services.

? Ability to consult with clients at a business level, offering tailored solutions.

? Ability to work with a mature, self-managed team.

? Willingness to travel internationally.

? Compliance with vaccination requirements for certain countries.

Job description (Details of the position i.e. duties):

- Engage with new clients to gain an understanding of their business requirements and architecture

- Onboarding new clients to our software

- Project Management of implementation projects

- Conduct client system audits and and reports

- Project Manage consulting projects (including financial interfaces)

- Develop and maintain client system usage assessments

- Ongoing review and maintenance of consulting process flows and project documentation - in progress

- Identify new professional service offerings and propose to management

- Attending to consultative queries

- Compiling client-facing documentation in line with consulting projects

- Assist Sales team with consulting-type queries during sales cycle, when needed/asked

- Attend consulting mentorship sessions with Mike and contribute to Consulting Handbook

- Compile and prepare consulting video coffee chats / demo videos when relevant

Proposal/implementation/involvement in professional service package offerings

- Report progress back to business

- Assist with sensitive customer sites

- Liaise with 3rd party integration partners to help troubleshoot client issues, help resolve client issues and to set up demos/discussion sessions with our clients (especially during the reboot packages, while the client is determining best options

This is not just another management role; it is an opportunity to lead a mature, self-driven team that directly impacts our clients' success and our company's revenue growth. You will also have the opportunity to help coach new talent. You will have the autonomy to implement strategic initiatives, create innovative consulting packages, and lead a high-performing team to new heights.

This role is designed for someone who thrives under pressure, can navigate complex challenges, and is passionate about driving growth and operational excellence

skills:

- This person must have exceptional administrative skills

- Strong systems knowledge and strategic leadership capabilities.

- Strong operational and workflow skills.

- Proven experience in revenue growth, strategic planning, and team management.

- Exceptional problem-solving skills, with the ability to resolve cross-functional challenges.

- Excellent communication and client engagement abilities.

- This person should have project management, key account management, client onboarding skills, and excellent written and verbal communication skills

- Knowledge of the tourism/hospitality industry is a plus

Benefits:

We provide medical aid, GAP cover, pension and life insurance to all employees as well as profit share for candidates who qualify.

Sector:

Hospitality, Tourism, Software Services

Job Type: Full-time

Pay: Up to R50000,00 per month

Work Location: In person