Senior Manager, Professional Services Team

We’re looking for a dynamic and experienced Senior Manager of Professional Services to lead a team of Engagement Managers, Consultants, and Technical Architects within our North America Delivery organization. This role is responsible for driving successful implementation outcomes for our customers, ensuring that projects are delivered on time, within scope and budget, and with a high level of customer satisfaction.

In this role you’ll be a people leader and operational anchor, partnering closely with your team to monitor project health, navigate escalations, and support strategic decision-making throughout the customer journey. You’ll also work cross-functionally to improve delivery operations, optimize processes, and foster alignment between the field and internal stakeholders.  We’re seeking someone who leads with empathy and accountability; able to develop talent, build trust with executive stakeholders, and cultivate a culture of ownership and collaboration. 

RESPONSIBILITIES

• Lead and coach a functionally matrixed team by setting clear goals, providing ongoing feedback, and fostering a high-performing, inclusive culture
• Oversee an implementation portfolio, ensuring projects are delivered on time, within scope and budget, with high quality
• Manage operational planning and reporting, including team staffing, utilization, capacity, time-to-live, budget, and risk tracking
• Ensure consistent regional execution of large-scale implementations and custom SOWs
• Drive continuous improvement of delivery processes to enhance efficiency, scalability, and quality
• Serve as an escalation point for internal teams and customers, resolving issues promptly and maintaining strong relationships
• Support ongoing enablement to grow the team’s technical depth, business acumen, and delivery capabilities
• Collaborate cross-functionally with Sales, Product, Engineering, and Customer Success to align implementation strategy with customer and business outcomes
• Maintain expertise in product functionality and implementation methodology to guide execution and planning
• Partner with senior PS leadership on strategic initiatives to advance team OKRs, delivery standards, and organizational scale

QUALIFICATIONS 

• 8+ years of experience in Professional Services or consulting, ideally in enterprise SaaS, including 5+ years managing software implementation projects
• 3+ years of experience as a people leader with a focus on developing high-performing teams and emerging leaders
• Proven ability to oversee complex service portfolios, managing scope, timeline, budget, and risk
• Track record of high customer satisfaction and strong executive stakeholder engagement
• Strong prioritization and time management skills across multiple concurrent projects
• Proactive, solutions-oriented leader with a high-energy, “can-do” approach
• Skilled problem solver with the ability to address complex, interdependent challenges
• Thrives in fast-paced, evolving environments and adapts well to shifting priorities
• Strong execution mindset with a focus on operational excellence and scalable process improvements
• Willingness and ability to travel up to 10%

PERKS & BENEFITS 

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets. 

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

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