Professional Services Manager

About the Company

Tuebora is an AI-driven Identity Governance and Administration (IGA) platform that helps enterprises automate identity lifecycle management, access governance, and compliance.

About the Role

As a Professional Services Manager, you will lead the Delivery and Support teams and own the overall post-sales customer experience. You will ensure successful implementations, responsive support, strong customer satisfaction, and build a repeatable, scalable, and profitable Professional Services organization.

Responsibilities

Delivery Leadership

• Lead Delivery and Support teams, including Solution Architects, Implementation Engineers, Project Managers, and Support Engineers.
• Own end-to-end customer implementations, ensuring projects are delivered on time, within scope, and to high quality standards.
• Standardize implementation methodologies, Proof of Concepts (POCs), and delivery processes to improve predictability and efficiency.
• Drive resource planning, utilization, project governance, and delivery profitability.

Support & Customer Success

• Ensure excellence in customer support by meeting SLA commitments, managing escalations, and driving timely incident resolution.
• Monitor and improve customer satisfaction (CSAT), support performance, and service quality.
• Build strong relationships with enterprise customers and implementation partners to drive successful adoption, renewals, and long-term success.

Operational Excellence

• Define and monitor key delivery metrics, including project health, utilization, margins, SLA compliance, and customer satisfaction.
• Build and maintain a robust knowledge base, delivery of playbooks, and implementation of best practices in collaboration with Product and Engineering teams.
• Continuously improve delivery processes to ensure a scalable and repeatable services model.

People Leadership

• Mentor, coach, and develop high-performing customer-facing teams.
• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.

Qualifications

• 15+ years of experience in Professional Services, Customer Delivery, Technical Consulting, or Enterprise Support within a SaaS or enterprise software company.
• Experience leading customer implementation and support teams.
• Exposure to Identity & Access Management (IAM), Cybersecurity, Identity Governance, or enterprise software is highly preferred.
• Strong understanding of project delivery, resource planning, utilization management, and support operations.
• Proven experience managing SLAs, customer escalations, and enterprise customer relationships.
• Strong people leadership, stakeholder management, and communication skills.
• Commercial mindset with experience improving operational efficiency and delivery profitability.
• Experience working in a fast-paced product company or startup environment is an advantage.