Manager, Professional Services

Manager, Professional Services

This is a hybrid position requiring in-office attendance one day per week at our Atlanta office. Candidates must reside within a commutable distance to be considered.

The Manager, Professional Services is a key leadership role responsible for the operational success, strategy, and talent development of our customer-facing Professional Services organization. This manager will lead a high-performing, multidisciplinary team including Customer Insights Analysts and Solutions Architects.

Your primary focus will be on enabling your team to deliver customer value via operational excellence, ensuring high-quality project delivery, and fostering the career growth of your direct reports. You will serve as the essential link between our customer-facing teams and internal departments, ensuring our services translate technical expertise and deep customer data into tangible, executive-level business value for our largest Enterprise and Strategic accounts.

In a typical day, you might :

• Lead, mentor, and coach a multidisciplinary team of Customer Insights Analysts and Solutions Architects, cultivating a high-performing, collaborative, and data-driven culture.
• Institute best practices and quality gates to ensure all engagements conclude with a clear presentation of achieved business value and ROI for the Strategic Customer.
• Conduct regular 1 : 1 meetings, set clear goals, provide continuous feedback, and manage performance reviews and career development plans for all direct reports.
• Serve as the first point of escalation for complex project challenges, resource conflicts, and critical customer issues, ensuring timely resolution and maintaining customer trust.
• Own the overall team capacity planning, utilization forecasting, and resource allocation for all customer engagements, ensuring projects are staffed appropriately and profitably, prioritizing Strategic Customer needs.
• Champion the customer experience internally, ensuring that the services team is delivering measurable, executive-level value and driving deep adoption of our solutions across Enterprise accounts.

Here's what we're looking for :

Preferred Qualifications :

The base salary for this position ranges between $115,000 - $125,000 USD. Base salary will vary based on relevant experience, job-related skills and qualifications. This role is also eligible for a discretionary bonus of up to 15% of base salary, contingent upon Fullstory meeting its performance targets.

#CD-1 #LI-Hybrid

About Fullstory

Fullstory is a leading behavioral data platform transforming how businesses understand and improve their digital experiences. Our technology empowers companies to uncover insights, optimize customer and employee journeys, and deliver exceptional online interactions. It makes every customer experience smoother and more personalized and empowers the employees behind the scenes.

We're building something special at Fullstory- and we're looking for teammates who are curious, collaborative, and driven to make an impact. We're especially excited about the potential of AI to enhance efficiency, spark creativity, and elevate our work. If that resonates, explore our Winning Ways to see the values that guide how we work and grow together.

How we support you :

Fullstory is proud to be an equal-opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There's no problem that can't be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply we'd love to hear from you!