Job Description

Title: Senior Manager – Professional Services

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Location: Pune / Hybrid / Fulltime

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Position Summary

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Seeking a Senior Manager – Professional Services to lead strategic initiatives and delivery for

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our key enterprise customers. This role will own the execution of high-impact customer projects, drive

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alignment across Customer Success, Sales, Product, and Engineering teams, and ensure enterprise

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customer needs are effectively prioritized and delivered. The role also includes team leadership,

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customer relationship management, and operational excellence.

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Key Responsibilities

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Enterprise Delivery & Customer Success

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- Own successful delivery of strategic projects and initiatives for enterprise customers.
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- Manage project prioritization, scope, timelines, resources, stakeholder communication, risk
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mitigation, and implementation.

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* Act as the escalation point for critical customer issues requiring cross-functional coordination.

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Cross-Functional Leadership

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* Collaborate with Customer Success, Account Management, Product, and Engineering teams to

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identify, prioritize, and execute high-impact customer initiatives.

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- Align enterprise customer roadmaps with Helpshift's product and engineering strategy.
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- Drive resolution of key customer pain points while balancing business and technical priorities.
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Prioritization & Operational Excellence

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* Define, align,



and enforce the business data and governance framework used to prioritize the

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Enterprise team's backlog.

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* Establish prioritization criteria including customer impact, revenue, retention risk, strategic

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importance, effort, and alignment with company objectives.

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* Define and achieve team OKRs in partnership with leadership.

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Team Leadership

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- Hire, mentor, and develop a high-performing Enterprise Qualified Services team.
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- Foster a culture of ownership, collaboration, accountability, and customer focus.
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- Drive continuous improvement in delivery processes and operational effectiveness.
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Qualifications

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- 15+ years of experience in Professional Services in customer-facing roles.
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- 5+ years of people management experience.
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- Proven track record of managing complex enterprise customer engagements and cross-
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functional programs.

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- Strong stakeholder management, communication, and project management skills.
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- Experience working closely with Product and Engineering teams in a SaaS environment.
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- Data-driven mindset with the ability to make prioritization and strategic decisions.
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Success Factors

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- Strong customer focus.
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- Excellent collaboration and influence across teams.
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- High sense of ownership and accountability.
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- Ability to balance strategic thinking with execution excellence.
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- Demonstrates strong work ethics and team-first leadership.
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📌 Senior Manager - Professional Services (Pune)
🏢 Panzer Technologies
📍 Pune