Manager of Professional Services

Charlotte, NC

Emporos Systems Corporation, a Charlotte, NC based company, is the leading provider of pharmacy point-of-sale solutions to independent pharmacies, hospitals, clinics, and regional chains. The Emporos MerchantSoft System addresses the unique needs of pharmacies by verifying prescriptions, providing state-of-the-art checkout, and maintaining compliance with state and federal regulations.

Job Summary

The Manager of Professional Services is responsible for billed services, accelerating time to value (contract closing to go-live), and driving evolution on our platform (through upgrades and expansions) for Emporos customers. S/he manages a team of implementation specialists that are responsible for the implementation of the Emporos solution – software and hardware. S/he oversees and supports multiple implementation projects, leading the projects directly as needed. S/he reviews external client product demands develops project plans and ensures that implementations across the team are completed on time, within budget, and meets client expectations. S/he will be the internal subject matter expert on the Emporos platform and how it intersects with customer workflows, working closely with Sales and Customer Success Managers to be the technical consultant for prospects and customers on how our platform can meet their individual needs.

S/he will be responsible for setting the priorities of the Professional Services team, aligning strategies and operations with company Objectives. S/he will directly manage the Implementation Specialists and Trainers ensuring enablement of the team to implement and train on products and be empowered as technical consultants. S/he will be the escalation point for any issues arising from professional services, ultimately being responsible for successful implementations, expansions, and use of the Emporos platform.

Essential Duties

The essential roles and responsibilities are outlined below: 

  • Develop and implement procedures pertinent to the effective and efficient operation of the Professional Services team (Implementation and Training)
  • Monitor programs and procedures to ensure on-time and high quality delivery with high customer satisfaction
  • Maintain in-depth working knowledge of the company’s systems, tools, and processes, ensuring adoption among the Professional Services team
  • Manage Implementation Specialists and Trainers, responsible for coaching them as technical consultants of the Emporos Platform and supporting their career development
  • Represent Professional Services needs within the Customer Success Department and Emporos at large
  • Set and report on KPIs to meet goals of the company (including billed ARR, NPS, upgrades, and cloud conversions)
  • Assist the Customer Success Department in technical troubleshooting and escalations acting as the internal subject matter expert with deep knowledge of our product and how it can be applied to customers’ specific workflows
  • When needed, will manage strategic projects directly, defining scope, owners, and timelines and driving high quality deliverables, proactively communicating changes and risks in project scope and creating contingency plans

Qualifications

Experience, knowledge, and skills

Successful candidate will possess 10+ years of experience in Customer Service as well as 5+ years of supervisory experience demonstrating the following:

  • Very strong work ethic with the ability to work effectively in a high demand work atmosphere
  • Collaboration skills in a fast paced environment
  • Trouble shooting and problem solving skills in difficult situations involving clientele
  • Solid internal and external communication skills across mediums and excellent interpersonal skills
  • Ability to express ideas in a clear and concise manner

Education and Certifications

  • A Bachelor’s degree in any related field from an accredited institution
  • Demonstrated experience implementing hardware and software solutions

Preferred Skills

  • Background in customer service and experience managing teams

Key Requirements

  • 10+ years of technical experience in Implementation
  • 5+ years of management experience 

The Benefits

  • A highly competitive salary 
  • Unlimited vacation 
  • Remote friendly environment 
  • Meaningful work with the opportunity for real impact 
  • 401k with matching contribution 
  • Employer sponsored healthcare +HSA funds  
  • Maternity and paternity paid leave 
  • Financial support for continuing education, professional development, and sponsorship for conferences 

We embrace an inclusive and diverse place where everyone feels happy, fulfilled, respected, comfortable, and welcome. Come join us, have fun, and let’s build great products together.

To apply, send your resume to careers@emporos.net.  We are always looking for great people to add to our team.