Senior Manager, Professional Services Team

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

We’re looking for a dynamic and experienced Senior Manager of Professional Services to lead a team of Engagement Managers, Consultants, and Technical Architects within our North America Delivery organization. This role is responsible for driving successful implementation outcomes for our customers, ensuring that projects are delivered on time, within scope and budget, and with a high level of customer satisfaction.

In this role you’ll be a people leader and operational anchor , partnering closely with your team to monitor project health, navigate escalations, and support strategic decision-making throughout the customer journey. You’ll also work cross-functionally to improve delivery operations, optimize processes, and foster alignment between the field and internal stakeholders. We’re seeking someone who leads with empathy and accountability; able to develop talent, build trust with executive stakeholders, and cultivate a culture of ownership and collaboration.

The Senior Manager will lead a team in our East region, and we're seeking individuals based in the greater New York City area.

RESPONSIBILITIES

Lead and coach a functionally matrixed team by setting clear goals, providing ongoing feedback, and fostering a high-performing, inclusive culture

Oversee an implementation portfolio, ensuring projects are delivered on time, within scope and budget, with high quality

Manage operational planning and reporting, including team staffing, utilization, capacity, time-to-live, budget, and risk tracking

Ensure consistent regional execution of large-scale implementations and custom SOWs

Drive continuous improvement of delivery processes to enhance efficiency, scalability, and quality

Serve as an escalation point for internal teams and customers, resolving issues promptly and maintaining strong relationships

Support ongoing enablement to grow the team’s technical depth, business acumen, and delivery capabilities

Collaborate cross-functionally with Sales, Product, Engineering, and Customer Success to align implementation strategy with customer and business outcomes

Maintain expertise in product functionality and implementation methodology to guide execution and planning

Partner with senior PS leadership on strategic initiatives to advance team OKRs, delivery standards, and organizational scale

QUALIFICATIONS

8+ years of experience in Professional Services or consulting, ideally in enterprise SaaS, including 5+ years managing software implementation projects

3+ years of experience as a people leader with a focus on developing high-performing teams and emerging leaders

Proven ability to oversee complex service portfolios, managing scope, timeline, budget, and risk

Track record of high customer satisfaction and strong executive stakeholder engagement

Strong prioritization and time management skills across multiple concurrent projects

Proactive, solutions-oriented leader with a high-energy, “can-do” approach

Skilled problem solver with the ability to address complex, interdependent challenges

Thrives in fast-paced, evolving environments and adapts well to shifting priorities

Strong execution mindset with a focus on operational excellence and scalable process improvements

Willingness and ability to travel up to 10%

PERKS BENEFITS

We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.

Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.

Mental Health benefits with covered therapy and coaching.

401(k) program to help you invest in your future.

Education learning stipend for personal growth and development.

Flexible vacation time to promote a healthy work-life blend.

Paid parental leave to support you and your family.

Company-wide recharge days each quarter.

Work from home stipend to help you succe…