Sage Enterprise Team Manager

About Net at Work

Founded in 1996, Net at Work is one of North America’s largest technology advisors and solution providers for small and mid-size businesses. Our award-winning consultancy offers a rich portfolio of next-generation technology, industry expertise, implementation and managed services to help organizations derive value from the transformative benefits of technology.

Through the integration of ERP, HCM and/or CRM solutions, Net at Work offers unique, industry-specific solutions and operation platforms that enable companies to compete more effectively in today’s digital economy. For more information, visit www.netatwork.com.

About this Position

The Sage Enterprise Team Manager (TM) will lead, manage and hold accountable a team of service professionals towards profitable and sustained, high-quality delivery of services to customers.

The TM will manage the business, technical and people aspects of client engagements and have oversight responsibility for all service delivery (quality of deliverables) provided by their team.

The Team Manager is responsible for developing and managing the overall customer experience for an assigned group of clients including ensuring that engagement work products and deliverables are of the highest quality, owning project delivery and success, leading delivery teams, and ensuring client satisfaction and retention.

Under the leadership of the Consulting Manager, the Team Manager will focus on maintaining and expanding service revenue opportunities by helping to identify, develop and close client opportunities with new clients including management of deal structure to ensure client needs are addressed and deal profitability is intact. The TM will support pre- sales efforts for existing clients.

The Team Manager will stay current with ERP and select client vertical market industry trends, maintain expert- level proficiency in the Sage X3 and/or Sage 500 systems and strive for continuous learning with regards to add-on products and services that could enhance client solutions and profitability.

Job Responsibilities

Leadership, Management and Accountability for Consultants (20% of time)

- Effectively develop, coach and manage team of consultants while ensuring utilization target. This includes managing work-life balance as well as time-off management.

- Performance management of team members including management of team member performance on projects. and enabling/driving professional development of team.

- Work with Consulting Manager to facilitate building of team member skills to meet criteria of current and future client delivery needs.

- Regularly perform 1:1 meeting with direct reports to provide feedback

- Partner with senior management to provide career path planning and coaching to ensure consultant job satisfaction, positive morale, professional growth, engagement and retention.

- Partner with senior management to facilitate placement/allocation of consultants and project staff.

- Complete quarterly and yearly conversations with team members and provide ongoing informal/formal feedback.

- Exemplify camaraderie and teamwork with subordinates, managers, and co-workers.

- Monitor and direct team members to act in accordance with company policies, initiatives, processes and methodology.

- Oversee achievement of several key performance indicators directly or through collaboration with Consulting Manager. These include service revenue, billable NB hours, and other KPIs.

Client Retention (40% of time)

- Manage relationships with clients, maintaining frequent and direct contact with client staff and senior level executives.

- Proactively seek/create opportunities to participate in client interactions to ensure highest levels of customer satisfaction are achieved.

- Ensure client experience and project deliverables meet and/or exceed client expectations.

- Develop and maintain positive relationships with key client/partner/stakeholders to ensure effecti