Senior Manager Professional Services

The Role
The Senior Manager, Professional Services plays a pivotal role within Fusion's Customer Team, leading the successful delivery of implementation and enhancement engagements that drive measurable outcomes for clients. This leader oversees a team of Implementation Consultants, ensuring every engagement is executed with excellence, efficiency, and alignment to Fusion's Customer Journey.
A key component of this role is using artificial intelligence (AI) to improve delivery workflows, forecast needs, identify risks early, and enhance client experiences. The ideal candidate is a strategic, tech-forward leader with the ability to scale teams, drive cross-functional collaboration, and champion innovation in a client-centric environment.
Key Responsibilities
Team Leadership & Talent Development• Lead, mentor, and develop a high-performing team of client-facing delivery professionals, with a focus on skill growth, accountability, and AI literacy• Promote a culture of continuous learning, including upskilling in AI tools that support project delivery, documentation, and client communications• Collaborate with leaders in Customer Success, Support, Product, Engineering, and Advisory to ensure unified client engagement across the lifecycle
AI-Enabled Delivery & Execution• Leverage AI to improve planning, resource management, and delivery execution-using tools for capacity forecasting, risk identification, and automated project insights• Identify and implement AI-powered solutions that streamline internal workflows and enhance the client experience• Use data and AI-driven insights to identify trends across the client portfolio, inform decision-making, and proactively surface delivery improvements• Champion experimentation with AI tools within the delivery team, driving adoption and sharing best practices
Client Engagement & Project Oversight • Serve as a project sponsor for assigned portfolio accounts, ensuring delivery excellence and alignment with client objectives• Partner with Sales, Customer Success, Deal Architecture, and Engineering during the pre-sales process to align on scoping, complexity, and AI-powered efficiencies• Monitor portfolio-level project health and escalate issues proactively, ensuring consistent execution across accounts
Operational Excellence & Cross-Functional Collaboration• Continuously refine delivery methodology, playbooks, and tooling with a focus on AI augmentation and automation• Track key metrics related to delivery performance, team utilization, and client satisfaction• Partner with Product and Engineering teams to provide insights from the field, influence roadmap priorities, and enhance product adoption
Required Skills & Experience• 8+ years of experience in professional services, project delivery, or customer success, with 4+ years in a people leadership role• Demonstrated success leading teams in a SaaS or cloud-based technology environment• Familiarity with AI tools (e.g., generative AI, agentic AI, reporting/analytics platforms) and their application in service delivery• Strong strategic thinking and decision-making abilities, particularly in AI integration and team enablement• Excellent communication skills with the ability to build trust and alignment across internal and client stakeholders• Experience managing complex, multi-workstream projects and driving successful client outcomes• Deep understanding of cloud platforms and enterprise SaaS; Salesforce ecosystem experience preferred
Education & Certifications• Bachelor's degree in business, technology, or related field; advanced degree preferred• Salesforce.com certifications highly preferred• AI/Machine Learning certifications or demonstrated hands-on AI tooling experience a plus• PMI or Six Sigma certification desirable• Business Continuity/Disaster Recovery certifications (BCI, DRII, etc.) a plus
Milestones for the First Six Months
In your first month, you will: • Assess team capability and identify opportunities to introduce AI into delivery processes• Audit current tools and processes for automation opportunities• Understand Fusion's delivery methodology, processes, and tools• Establish relationships across Account Management, Customer Team, Product, and Engineering
Within three months, you will:• Implement an AI pilot to automate key delivery functions (e.g., reporting, client summaries, resource tracking)• Sponsor priority client engagements, with a focus on quality, value delivery, and innovation• Launch AI enablement sessions within the team to drive adoption and upskilling
By six months, you will: • Report on AI-driven impact (efficiency gains, risk reduction, client satisfaction)• Recommend broader integration of AI across the Customer Team• Contribute to strategic planning and team growth initiatives, representing the voice of the client and the future of AI-powered services
This position may be performed remotely anywhere within the United States except for the states of New York, California, and Colorado.
Fusion Risk Management, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin. Nothing in this job posting should be construed as an offer or guarantee of employment.