Title: 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.

nManage 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

nCollaborate 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.

nDrive 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.

nEstablish 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

nHire, mentor, and develop a high-performing Enterprise Professional Services team.

n Foster a culture of ownership, collaboration, accountability, and customer focus.

nDrive continuous improvement in delivery processes and operational effectiveness.

nQualifications

n 15+ years of experience in Professional Services in customer-facing roles.

n5+ years of people management experience.

n Proven track record of managing complex enterprise customer engagements and cross-

nfunctional programs.

nStrong stakeholder management, communication, and project management skills.

n Experience working closely with Product and Engineering teams in a SaaS environment.

nData-driven mindset with the ability to make prioritization and strategic decisions.

nSuccess Factors

n Strong customer focus.

nExcellent collaboration and influence across teams.

n High sense of ownership and accountability.

nAbility to balance strategic thinking with execution excellence.

n* Demonstrates strong work ethics and team-first leadership.

📌 Senior Manager Professional Services (Pune)
🏢 Panzer Technologies
📍 Pune