Manager, Professional Services

Job title:

Manager, Professional Services

Company

Maximus Services, LLC

Job description

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems. By supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Italy, Saudi Arabia, Singapore, South Korea, Sweden and the United Kingdom.

Our mission is t o affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people’s lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Department Summary

The Product team at Maximus Canada delivers eHealth software, services and support to 10 Canadian jurisdictions and internationally. The flagship product, Medigent, enables the automated processing and payment of medical claims for Medicare, Pharmacies, Dental and Medical travel. The Product streamlines the beneficiary enrolment and management process, enables provider portals for claim and payee management and provides clinicians with a real-time drug information system tailored to their jurisdiction.

Position Summary

The Manager, Professional Services reports to the Director, Professional Services & Product Modernization. The position provides leadership for a central department with a focus on Client Professional Services including product implementation & customer upgrades, Product Enhancement Requests, customer training, development of customer statements of work (SOW) and 3 rd level Product support. This Manager position is responsible for revenue and profit generation and team budget.

Your typical week at Maximus

• Responsible for the achievement of Professional Services fiscal revenue targets, project objectives and strategic goals
• Responsible customer implementations & product upgrades
• Responsible for client enhancement requests, value generation validation & implementation
• Responsible for Business Analyses, Software Development, Quality Assurance, Release Management and quality for all Professional Services engagements
• Responsible for development of customer training materials and customer training
• Accountable for building and maintaining relationships with clients
• Provide financial accountability and billing integrity
• Meet and grow revenue goals for function and work closely with Business Development to find new opportunities with clients
• Define and implement a strategy to drive product adoption with current customers
• Foster continuous service delivery optimization and improvement
• Promote and champion the Product to drive customer revenue
• Manage and ensure compliance of Product to regulatory requirements
• Responsible for enhancing personal and team’s working knowledge of the product sector and customer Product usage
• Drive employee engagement by providing leadership, coaching and development to the team
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
• Provide tactical and strategic recommendations based on key performance measures
• Interface with other organizational teams and business leaders to ensure collaboration and coordinated strategy to meet corporate goals and objectives
• Collaborate with and engage with key leaders/peers across Maximus global in leveraging best practices and ensuring collective success driving scalability and simplification to deliver an improved customer experience while enabling efficiency and modernization
• Create an environment that supports customer self-service and automation / self-healing of routine service issues
• Evaluate past problem history and develop historical trends in order to improve future performance
• Build a high performing team focused on a customer-first culture, teamwork, communications, partnership, and team excellence
• Mentor team members to achieve busine ss goals
• Manage departmental Capital and operating budgets and forecast appropriately
• Will be responsible for on-call duties and response to emergencies / escalations as needed

What you offer us

Knowledge Skills and Abilities

• Customer focus mindset
• In-depth knowledge of SDLC & Agile frameworks
• Solid understanding of Product Management best practices, and ability to understand how new innovations, enhancements and platforms can contribute to a positive experience
• Demonstrated experience in leading process improvement and organizational change initiatives
• Proven expertise and overall responsibility in customer service, professional services and lead generation capabilities
• Excellent presentation, time management, and collaborating skills
• Technical competence
• Motivated, goal oriented, persistent and a skilled negotiator
• High level of initiative and work well in a team environment
• Handles stressful situations and deadline pressures well
• Plans and carries out responsibilities with minimal direction
• Ability to work with people from a variety of different culturally diverse backgrounds.

Education

• Bachelor’s degree in computer science or related field AND minimum of 10 years demonstrated experience in related field
• Strong leadership experience having managed distributed teams
• Strong knowledge of the SDLC & Agile frameworks
• Demonstrated experience in managing professional services organizations

Other

• Must be able to pass a Criminal Record Check
• May require travel (0%-50%); incumbents must be able to obtain and maintain valid travel documentation at all times
• May require working outside of standard business hours (9:00am-5:00pm)

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries
• Comprehensive employer-paid benefits
• Four weeks of paid vacation
• Group Retirement Savings Plan
• Hybrid and remote work environments in Canada
• Workplace Telework allowance
• Annual paid bonus based on overall company performance
• Employee appreciation events

Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations and gender identities recognizing that this is paramount for the growth and success of our organization.

Salary Range – $92,028.75 – $144,200.00 CDN

Maximus Global Core Values

• Accountability – Accepting responsibility to solve problems and rise to each challenge
• Collaboration – Partnering to instill trust and working as one
• Compassion – Empowering humanity by applying empathy and insight to every interaction
• Customer Focus – Cultivating an authentic desire to help others succeed
• Innovation – Embracing change and championing new ways forward
• Respect – Valuing the work we do, who we do it with, and the people we serve

We will be accepting applications until 11:59 PM on March 08, 2024.

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted . (No Agencies, Please)

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.

Expected salary

$92028.75 – 144200 per year

Location

Charlottetown, PE

Job date

Sun, 03 Mar 2024 23:11:53 GMT

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