About the job
Manager, Professional Services
About This Role
As the Manager of Professional Services at FourKites, you will spearhead and nurture a talented team of Implementation Managers dedicated to executing large-scale transformations for our Global 1000 clientele. Your mission is to empower these organizations to fully leverage the capabilities of FourKites' AI-driven supply chain visibility platform. This pivotal role merges effective people leadership with operational excellence and strategic customer engagement, ensuring your team consistently delivers top-tier implementations while enhancing the customer journey.
You will be responsible for the performance and professional development of your team, the health and predictability of the implementation program, and ensuring that our implementation practices align with FourKites' overarching go-to-market strategies. As AI technology increasingly influences our customers' operations and the value derived from our platform, you will ensure your team is fully prepared to guide enterprises through this transformative process.
Core Responsibilities
Team Leadership & Development
- Recruit, onboard, and cultivate a team of Implementation Managers, fostering a high-performance culture centered on customer advocacy, accountability, and continuous improvement.
- Provide ongoing coaching, performance management, and career development support for team members across diverse skill levels and tenures.
- Establish and uphold team standards for implementation quality, communication with customers, and project rigor.
- Conduct regular one-on-one meetings, team gatherings, and structured feedback sessions to ensure alignment at both individual and team levels.
Program Operations & Execution
- Oversee portfolio-level visibility into active implementations, ensuring projects remain on schedule, risks are identified early, and escalations are managed promptly and effectively.
- Define and sustain standardized implementation methodologies, playbooks, and delivery frameworks utilized across the team.
- Collaborate with team members on intricate, high-stakes implementations, providing guidance on stakeholder strategies, scope management, and executive engagement as necessary.
- Monitor and report on key implementation metrics (time-to-value, customer satisfaction, adoption milestones) and leverage data to drive program-wide enhancements.
Cross-Functional Partnership
- Act as the primary liaison between the Implementation team and other functions, including Sales, Customer Success, Product, and Technical Services, ensuring seamless collaboration and communication.

