Manager, Professional Services WDG

Job title: Manager, Professional Services - WDG North America

Location: United States (Remote)

Employment: Full-Time Permanent

Reporting to: Director, WDG Professional Services

About Us

Cyncly is a global technology powerhouse with 2,400+ employees and 70,000+ customers across 100+ countries. Cyncly transforms the way customizable products and spaces are imagined, designed, sold, managed and made. Our end-to-end software solutions connect professional designers, retailers and manufacturers to the world’s largest repository of product content. Today, our business spans across the Kitchen & Bath, Furniture, Window, Glass & Door, and Flooring industries with operations in North & South America, Europe, Asia Pacific and Africa.

Cyncly brings over 30 years of experience to deliver more value for our customers through an expanded portfolio of end-to-end solutions. Our global presence allows us to provide world-class support and sales with a local touch, providing the best possible customer experience.

Cyncly is now embarking on an exciting journey as we continue to expand through strong organic growth and complementary acquisitions, backed by leading growth private equity firms specialized in technology.

About the Role

As Manager, Professional Services for FeneVision in North America, you will lead a team of technical consultants and engineers responsible for delivering complex customer implementations, configurations, customizations, and integrations. You will be accountable for team performance, technical delivery quality, resource effectiveness, and the financial results of your team’s work.

You will partner closely with Project Management, Product, Support, Sales, and Professional Services colleagues across our global organization to deliver predictable customer outcomes. This role requires a leader who can develop technical talent, establish clear expectations, identify delivery risks early, and guide a team through evolving processes and operating practices.

Key Responsibilities

• Lead, coach, and develop North American FeneVision technical consultants and engineers. Establish clear performance expectations, provide ongoing feedback, address performance issues, and build individual development plans and future technical capability.
• Own the technical team’s delivery commitments and quality of execution across implementations, enhancements, integrations, and other contracted Professional Services work. Ensure solutions are maintainable, appropriately tested, and aligned with agreed requirements.
• Partner with Project Managers to maintain accurate project plans, delivery estimates, estimates to complete, and timely project health reporting. Identify technical, schedule, scope, and budget risks early; take corrective action and escalate issues within established decision rights.
• Manage capacity, staffing priorities, and billable utilization to balance customer commitments, delivery efficiency, sustainable workloads, and revenue expectations. Improve resource effectiveness by limiting unnecessary context switching and aligning work with available skills.
• Own the team’s operational performance, including utilization, revenue contribution, forecast inputs, timely and accurate time entry, and appropriate classification of billable and free-of-charge work. Partner with Finance and operations teams to support accurate reporting.
• Build and maintain technical skills coverage, succession depth, reusable documentation, and consistent delivery standards. Ensure knowledge is transferred effectively and that junior team members receive structured coaching and opportunities to develop.
• Collaborate with Professional Services colleagues in other regions and offshore delivery centers to coordinate assignments, share product knowledge, establish clear handoffs, and deliver consistent customer outcomes without relying on direct reporting authority.
• Champion practical improvements to delivery processes, quality standards, staffing approaches, and operational reporting. Support organizational changes and help the team adopt established procedures and expectations.
• Work cross-functionally with Product, Engineering, Support, and commercial stakeholders to distinguish implementation issues from product limitations, resolve customer escalations, clarify scope, and reduce avoidable rework.

Required Experience and Qualifications

• 5+ years of experience leading Professional Services, technical consulting, software implementation, or comparable customer-facing technical delivery teams.
• Demonstrated success managing, coaching, and developing technical professionals, including performance feedback, skills development, and accountability for team results.
• Experience delivering complex B2B software implementations, configurations, or integrations, with sufficient technical fluency to evaluate estimates, identify risks, and challenge delivery assumptions.
• Solid understanding of services operations, including utilization, capacity planning, project financials, delivery forecasting, and managing work against customer commitments.
• Experience working with project management disciplines, including scope control, change management, risk escalation, status reporting, and estimates to complete.
• Strong written and verbal communication skills, sound judgment, and the ability to work effectively with customers, technical teams, and cross-functional leaders.
• Comfort with organizational change, process improvement, distributed teams, and decisions grounded in reliable operational data.

Preferred Qualifications

• Experience with manufacturing software, ERP, industrial applications, or complex enterprise software integrations.
• Experience leading teams that deliver custom software configurations, scripting, or integration development.
• Experience working with globally distributed delivery teams and structured knowledge-transfer programs.
• Working knowledge of professional services automation and reporting tools, such as Certinia, and spreadsheet or business intelligence reporting.

Working for Us

At Cyncly, we call our team OneCyncly, a reflection of how we work together as one, united by our purpose: powering businesses that bring spaces to life. Our strength comes from our diversity of experiences, perspectives, and skills - and we thrive when we work together with openness, trust, and respect.

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

We celebrate the different ways people contribute and encourage everyone - from every background - to bring their authentic self to work. Because when we collaborate, challenge each other, and share what we know, we build something better together.

If you want to work in a place where your ideas matter, your growth is valued, and your work shapes the spaces people live, work, and play in - come join us.