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About the Role
Brightflag is seeking a Manager, Professional Services to lead and elevate a growing team of Implementation Managers. This role is central to the customer experience, focusing on building a coaching culture, implementing methodology, and creating standards for delivering value to new customers. You will own and improve the speed and quality of customer onboarding, collaborating with various internal teams.
Responsibilities
- Leads and develops a growing team of Implementation Consultants, acting as their primary coach and people manager
- Conducts regular 1:1s, provides ongoing feedback, and owns career planning and development for each team member
- Manages performance with empathy and clarity, ensuring balanced workload distribution across the team
- Tracks and reports on key implementation metrics to monitor team effectiveness
- Oversees adherence to implementation methodology, project management standards, and customer engagement best practices
- Continuously improves implementation processes to drive efficiency, scalability, and customer satisfaction
- Provides strategic input to leadership on scaling the Professional Services function
- Owns onboarding and training for new team members to ensure fast and effective ramp-up
- Acts as an escalation point for implementation-related challenges and blockers
- Maintains and enforces standardized implementation playbooks for consistent customer experiences
- Promotes collaboration and knowledge-sharing within the team
- Supports hiring by participating in interviews and assessing candidate fit
- Partners with Product to deliver structured feedback from the field
- Leads cross-functional initiatives to support operational improvements
Requirements
- 5+ years of relevant experience, with significant people management experience required
- Exceptional project management skills
- Strong people management and coaching skills
- Ability to design and implement methodologies and processes at scale
- Stakeholder Management and the ability to influence and align cross-functional teams
- Adaptability & Resilience — ability to lead a team through change and ambiguity
- Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
- Candidates must participate in interviews without the assistance of AI tools or external prompts.
Skills
- Technical background (bonus)
Location
- East Coast, US
- Remote
- New York area
Work Type
- Remote
- Hybrid
Experience Level
- Manager
Salary/Compensations
- $160,000 to $180,000 USD plus bonus
- $128,900.00 - $226,025.00 USD
Benefits
- 15 days PTO plus 8 scheduled Holidays and 5 Flexible Holidays
- 401(k) plan with company match
- Medical, Dental, & Vision Plans
- 401(k)
- FSA/HSA
- Commuter Benefits
- Tuition Assistance Plan
- Vacation and Sick Time
- Paid Parental Leave
About the Company
- Brightflag is the leading AI-powered legal spend management platform, trusted by some of the world's largest legal teams to bring transparency, control, and intelligence to their legal operations.
- Brightflag is the AI-powered, enterprise legal management platform that helps corporate legal departments operate with greater clarity, efficiency, and control.
- Powered by our patented AI, which was developed with over 100,000 hours of legal and engineering expertise, and supported by our best-in-class Customer Success teams, Brightflag enables in-house legal teams to streamline operations, manage matters and spend, and collaborate more effectively with outside counsel.
- Today, Brightflag is trusted by leading global organizations and forms part of the Legal & Regulatory division of Wolters Kluwer, a global provider of professional information, software solutions, and services.
Equal Opportunity
- We are a diverse and inclusive bunch of people. We welcome diverse perspectives and people who make every day count and strive for constant improvement. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.