Job DescriptionTitle: Senior Manager – Professional Services
nLocation: Pune / Hybrid / Fulltime
nPosition Summary
nSeeking a Senior Manager – Skilled Services to lead strategic initiatives and delivery for
nour key enterprise customers. This role will own the execution of high-impact customer projects, drive
nalignment across Customer Success, Sales, Product, and Engineering teams, and ensure enterprise
ncustomer needs are effectively prioritized and delivered. The role also includes team leadership,
ncustomer relationship management, and operational excellence.
nKey Responsibilities
nEnterprise Delivery & Customer Success
n* Own successful delivery of strategic projects and initiatives for enterprise customers.
n* Manage project prioritization, scope, timelines, resources, stakeholder communication, risk
nmitigation, and implementation.
n* Act as the escalation point for critical customer issues requiring cross-functional coordination.
nCross-Functional Leadership
n* Collaborate with Customer Success, Account Management, Product, and Engineering teams to




nidentify, prioritize, and execute high-impact customer initiatives.
n* Align enterprise customer roadmaps with Helpshift's product and engineering strategy.
n* Drive resolution of key customer pain points while balancing business and technical priorities.
nPrioritization & Operational Excellence
n* Define, align, and enforce the business data and governance framework used to prioritize the
nEnterprise team's backlog.
n* Establish prioritization criteria including customer impact, revenue, retention risk, strategic
nimportance, effort, and alignment with company objectives.
n* Define and achieve team OKRs in partnership with leadership.
nTeam Leadership
n* Hire, mentor, and develop a high-performing Enterprise Professional Services team.
n* Foster a culture of ownership, collaboration, accountability, and customer focus.
n* Drive continuous improvement in delivery processes and ope

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