Senior Manager - Professional Services

  • Montréal, Quebec, Canada
  • Professional Services
  • Full-time
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“Best-of-the-best” in Professional Services? That’s us!

Recognized as one of the “best-of-the-best” by SPI Research, a leading technology services research firm, our Professional Services team is in charge of implementing Coveo’s AI-based search technology to bring our customers’ digital experience to the next level. We’ve got world-class out-of-the-box solutions, which PS leverages the potential by customizing game-changing features to configure our technology perfectly to our customers’ environment.

Who are we?

Coveo is a leader in providing AI-powered search experience. We target the personal by using AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers and employees. Through machine learning and behavioural data, we deliver relevant information and recommendations across every business interaction, making the end user’s experience more efficient, effortless, and content-rich, with the end goal of boosting conversion. We've already made our mark with world-class clients like Dell, Comcast, Xero and Manulife, and our partners include Salesforce, Adobe, Zendesk and ServiceNow to name a few.

In short, our technology transforms businesses by injecting intelligence in the workplace, website, ecommerce and customer support operations.

Strategic, Operational and People Leader

As our Senior Manager, you will be involved in advancing the following areas in PS:

  • Strategic: you’ve got a long term vision of our success and an innate ability to align and build relationships with other leaders in the company to advance the practice of PS. Your vision of PS doesn’t just stop at successful implementations; managing customers’ expectations is a big part of building long-standing relationships with our customers. 
  • Operational: you’ve got a hands-on understanding of the challenges our employees are facing by leading your own projects delivery, and have the expertise and creativity to advise them on the blockers they’re facing. You help your team hone their project management skills and ensure that client projects are delivered on time and on budget. You also have knowledge management and process improvement as your priority, and work closely with PS leaders to improve the delivery process.
  • People management: you are a key influencer to the quality and excellency of our team, by coaching, leading and mentoring our incredible Technical Consultants. Whether it’s to advance their technical and client-facing skills, advising their backlog prioritization, or guiding them in their development at Coveo, you’ve got their success at heart and act as a facilitator whenever there are roadblocks ahead

Here are some responsibilities you might encounter

  • Review and manage resource allocation by prioritizing the backlog items to ensure the latest work status is updated;
  • Conduct 1-1 meetings with employees to monitor their development at Coveo, provide constructive feedback and identify continuous improvement opportunities;
  • Review your own ongoing implementation projects to ensure the schedule and budget is on target with the expected go-live schedule
  • Coach and advise employees on a communication plan with a complex customer;
  • Work closely with Tia, our HR Business Partner, on developing a professional development framework to onboard a new technology in our knowledge arsenal;

Experience and skills that would impress us

  • Minimum 5 years of experience as a team leader/manager, with a demonstrated flair for people management
  • Minimum 5 years of technical experience as a solution developer
  • Strong project management skills to take on resource allocation, and balancing your team’s billable workload
  • Strong experience with SaaS implementations as a external consultant using agile methodologies
  • Experience and strong interest in continuous improvement, and delivery processes and tools
  • French would be a huge bonus - our team is mainly from la belle province

We have a fit? If you’re just as passionate as us about leading a world-class Professional Services team, send us your resume and let’s schedule a call to discuss your next opportunity with us. Join the #CoveoLife!

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!

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