Professional services manager

About the Company

Tuebora is an AI-driven Identity Governance and Administration (IGA) platform that helps enterprises automate identity lifecycle management, access governance, and compliance.

About the Role

As a Professional Services Manager, you will lead the Delivery and Support teams and own the overall post-sales customer experience. You will ensure successful implementations, responsive support, strong customer satisfaction, and build a repeatable, scalable, and profitable Professional Services organization.

Responsibilities

Delivery Leadership

Lead Delivery and Support teams, including Solution Architects, Implementation Engineers, Project Managers, and Support Engineers. Own end-to-end customer implementations, ensuring projects are delivered on time, within scope, and to high quality standards. Standardize implementation methodologies, Proof of Concepts (POCs), and delivery processes to improve predictability and efficiency. Drive resource planning, utilization, project governance, and delivery profitability.

Support & Customer Success

Ensure excellence in customer support by meeting SLA commitments, managing escalations, and driving timely incident resolution. Monitor and improve customer satisfaction (CSAT), support performance, and service quality. Build strong relationships with enterprise customers and implementation partners to drive successful adoption, renewals, and long-term success.

Operational Excellence

Define and monitor key delivery metrics, including project health, utilization, margins, SLA compliance, and customer satisfaction. Build and maintain a robust knowledge base, delivery of playbooks, and implementation of best practices in collaboration with Product and Engineering teams. Continuously improve delivery processes to ensure a scalable and repeatable services model.

People Leadership

Mentor, coach, and develop high-performing customer-facing teams. Foster a culture of accountability, collaboration, continuous improvement, and customer focus.

Qualifications

15+ years of experience in Professional Services, Customer Delivery, Technical Consulting, or Enterprise Support within a Saa S or enterprise software company. Experience leading customer implementation and support teams. Exposure to Identity & Access Management (IAM), Cybersecurity, Identity Governance, or enterprise software is highly preferred. Strong understanding of project delivery, resource planning, utilization management, and support operations. Proven experience managing SLAs, customer escalations, and enterprise customer relationships. Strong people leadership, stakeholder management, and communication skills. Commercial mindset with experience improving operational efficiency and delivery profitability. Experience working in a fast-paced product company or startup environment is an advantage.