*Position will be onsite at least 3 days per week in the Tampa office. (Hybrid)
The Manager, Service Revenue/Operations will be overseeing and optimizing the revenue generated from professional services, implementation, training, and customer support. This role ensures that service offerings contribute effectively to the company's growth while aligning with customer needs and business objectives. While the position will ultimately rest in the Finance dept, the role will collaborate with Sales and Professional services and make sure that contract SLAs and billables objectives align.
Key Responsibilities
Revenue Strategy & Optimization
- Develop pricing models for professional services (e.g., implementation, consulting, training, support packages).
- Ensure service revenue aligns with company growth goals.
- Balance profitability with customer satisfaction.
Financial Performance & Forecasting
- Track and analyze service revenue performance.
- Collaborate with finance teams for accurate revenue recognition (aligning with ASC 606 compliance if applicable).
- Forecast future service revenue based on sales pipeline and customer demand.
Service Offerings & Monetization
- Define and package professional services that complement the SaaS product.
- Identify opportunities to upsell/cross-sell services.
- Ensure service offerings drive product adoption and customer retention.
Collaboration with Sales & Customer Success
- Work with sales teams to integrate service offerings into deals.
- Partner with customer success to drive renewals and expansion through services.
- Assist in contract negotiations related to service pricing and scope.
Process & Efficiency Improvements
- Optimize delivery models (hourly, fixed-fee, subscription-based services).
- Improve utilization rates of service teams (consultants, onboarding specialists).
- Enhance automation and scalability of service operations.
Customer Experience & Value Delivery
- Ensure services contribute to faster time-to-value for customers.
- Improve customer satisfaction and NPS through effective service delivery.
Key Metrics Tracked
- Service Revenue Growth – Year-over-year increase in revenue from services.
- Gross Margin on Services – Profitability of service offerings.
- Attach Rate – Percentage of customers purchasing services with SaaS subscriptions.
- Utilization Rate – Percentage of billable hours for service teams.
- Customer Satisfaction (CSAT/NPS) – Feedback on service effectiveness.
This role is critical in ensuring that SaaS service revenue is not just a cost center but a strategic growth driver for our business.
Position will be onsite at least 3 days per week in the Tampa office. (Hybrid)
