Manager, Professional Services (Enterprise SaaS) | ELN in New York at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Professional Services (Enterprise SaaS) | ELN based in United States.

This role leads a team of technical and scientific Professional Services consultants delivering complex enterprise SaaS solutions to R&D customers.
You will have a particular focus on Lab Orchestration, laboratory automation, instrument integration, and scientific workflows.
The position combines people leadership, customer consulting, technical direction, and commercial Services management.
You will guide strategic engagements from discovery and proof of concept through implementation, adoption, and expansion.
You will also help build scalable methodologies, reusable assets, and AI-enabled approaches that improve delivery quality and efficiency.
Working across Sales, Solutions, Product, Engineering, and Project Management, you will help shape solutions and strengthen customer outcomes.
This is an opportunity to develop a high-performing team while helping evolve Professional Services within a global scientific technology environment.

• Lead, coach, and develop a high-performing team of technical and scientific Professional Services professionals across North America, including career development, skills planning, recruitment, and capability building.
• Provide subject-matter leadership for Lab Orchestration and laboratory automation engagements, including instrument integration, scientific data flows, and laboratory workflow transformation.
• Develop implementation methodologies, standards, best practices, and reusable knowledge for Lab Orchestration and Professional Services.
• Oversee complex and strategic customer programs involving multiple technologies, workstreams, and delivery teams, ensuring quality, governance, and delivery performance.
• Lead or support strategic customer engagements from discovery and proof of concept through implementation and production adoption, acting as a trusted senior consultant.
• Translate scientific and laboratory workflows into practical technical and service solutions while providing technical and architectural guidance.
• Partner with Sales and Solutions teams on pre-contract activities, solution definition, scope, feasibility, and commercial viability.
• Collaborate with Product and Engineering teams to communicate customer implementation feedback and help shape capabilities required for successful deployment and operation.
• Drive scalable Services delivery through automation, AI-assisted approaches, reusable assets, and standardized offerings.
• Develop Professional Services offerings that improve customer outcomes while increasing predictability, efficiency, and scalability.
• Manage team utilization, revenue, margin, forecasting, delivery risk, and overall commercial performance.
• Review Statements of Work and Services agreements with Sales and Legal, providing delivery, Services, and contractual input where appropriate.
• Monitor project and contract performance, including Work in Progress, forecasts, financial performance, and delivery risks.
• Manage subcontractors and delivery partners when required, maintaining consistent quality and accountability.
• Conduct solution and delivery reviews for strategically important or high-risk engagements and identify opportunities for operational improvement.
• Collaborate effectively across a global, matrixed organization with Project Management, Solutions Architects, Application Scientists, Developers, Sales, Engineering, Customer Success, and Product teams.

• Significant experience in Professional Services, consulting, or enterprise technology delivery, combined with demonstrated experience leading and developing technical or scientific teams.
• Experience in scientific software, laboratory informatics, laboratory automation, enterprise SaaS, or a closely related technology environment.
• Strong knowledge of laboratory automation, Lab Orchestration, scientific instrument integration, or related laboratory technologies.
• Ability to understand laboratory workflows and translate scientific and operational requirements into practical, implementable solutions.
• Proven experience delivering complex enterprise SaaS, laboratory informatics, or scientific software implementations.
• Experience working across interconnected laboratory systems, instruments, software applications, and scientific data workflows.
• Strong customer consulting skills, with the ability to engage confidently with both scientific and technical stakeholders.
• Experience supporting complex solutions across discovery, proof of concept, implementation, and production adoption.
• Ability to collaborate effectively with Sales, Solutions, Product, and Engineering throughout pre-contract, implementation, and post-implementation stages.
• Ability to provide technical or architectural oversight without needing to personally own every aspect of solution delivery.
• Experience managing Services financial performance, including utilization, revenue, margin, forecasting, and delivery performance.
• Demonstrated ability to develop repeatable methodologies, reusable assets, and standardized Professional Services offerings.
• Interest in using automation and emerging technologies, including AI, to improve the efficiency and scalability of Services delivery.
• Strong ability to manage multiple concurrent customer engagements and identify technical, delivery, and commercial risks.
• Experience operating effectively within a global, matrixed organization across multiple functions and geographies.
• Experience with laboratory robotics, scientific instrument connectivity, ELN, LIMS, SDMS, CDS, or related scientific systems is an advantage.
• Experience designing end-to-end laboratory workflows across multiple instruments and software platforms, building new Professional Services capabilities, or developing scalable consulting offerings is highly valued.
• Experience within pharmaceutical, biotechnology, chemicals, or other scientific R&D environments is a plus.

• Remote-friendly work environment with collaboration across a global, multinational organization.
• Opportunity to lead and develop a high-performing Professional Services team and build new capabilities in Lab Orchestration and laboratory automation.
• Exposure to complex enterprise R&D environments and strategic customer engagements.
• Opportunity to influence Professional Services methodologies, reusable assets, automation, AI-enabled delivery, and scalable service offerings.
• Collaborative environment with cross-functional exposure to Sales, Solutions, Product, Engineering, Project Management, Customer Success, and scientific specialists.
• Opportunity to contribute to technologies and solutions supporting scientific research, laboratory transformation, and innovation.
• Inclusive workplace committed to equal opportunity, collaboration, integrity, and professional growth.