• Be accountable for the team attainment of utilization and revenue in relation to department goals • Be responsible for the oversight of delivery teams assigned to customer engagements • Be accountable for delivery quality and customer satisfaction • Act as a primary customer escalation point and help to resolve delivery issues • Partner with resource schedulers to ensure appropriate project staffing • Apply and help evolve operational metrics and gather supporting data to maximize team performance • Identify, manage, and coordinate initiatives to support process improvements • Contribute to the development of professional services offerings and delivery methodologies • Own and maintain the refinement of processes, related tools, and documentation • Collaborate and partner with Sales in the positioning of Professional Services • Collaborate and partner with peer leaders across Customer Excellence in support of shared goals • Develop a strong understanding of the Smartsheet platform and remain current on related features • Perform other duties as assigned

• Our Sage 100 Consulting Manager will lead a team of talented software consultants in the execution and delivery of world class implementation projects to our customers while managing key performance indicators and driving the overall growth and profitability of the Sage 100 delivery practice. • Our team leader will take a hands-on, lead-by-example approach by actively participating in implementation projects. • Providing insightful guidance and support, they will also enable and encourage their team to achieve their highest level of performance, consistently delivering world class services that exceed our client’s expectations. • Effectively manage the P&L of the delivery practice and drive profitability and growth through client satisfaction and reference-ability, while providing leadership, insight, and direction to our team of a dedicated professional services consultants. • Collaborate with leadership to continuously refine and enhance delivery strategies and methodologies to ensure Team achieves performance targets: • Manage consultant engagement execution, resources and bench time • Successfully allocate delivery resources to meet and exceed client expectations • Effectively promote value billing and maximum efficiency in service delivery

• Drive customer satisfaction and retention by maintaining regular, structured technical visits with key customers. • Organize and conduct customer site visits to resolve operational needs, complaints, or customer requests. • Lead and contribute to customer review meetings focusing on performance outcomes and improvement opportunities. • Provide timely, data-driven technical feedback to support performance optimization. • Develop and implement customer improvement plans, assessing progress and effectiveness. • Ensure accurate recording of technical visits and customer interactions in the CRM system. • Collaborate with senior technical managers to ensure timely, effective support aligned with business priorities. • Ensure compliance with biosecurity standards during customer interactions and site visits. • Represent the company in industry meetings and contribute to technical discussions.

• Lead the social security area, ensuring technical excellence, operational efficiency and value creation for clients • Manage a portfolio of clients and social security projects (administrative and/or strategic) • Coordinate the technical team (analysts and consultants), promoting development and high performance • Serve as a technical reference on social security matters • Ensure technical quality of deliverables, risk mitigation and adherence to deadlines • Lead strategic meetings with clients • Support the commercial team in preparing technical proposals • Identify opportunities for cost savings and recovery of social security credits • Monitor legislative and regulatory changes • Establish performance indicators and management reports for the area • Implement process improvements and efficiency gains