The Role

The Senior Manager, Professional Services plays a pivotal role within Fusion’s Customer Team, leading the successful delivery of implementation and enhancement engagements that drive measurable outcomes for clients. This leader oversees a team of Implementation Consultants, ensuring every engagement is executed with excellence, efficiency, and alignment to Fusion’s Customer Journey.
A key component of this role is using artificial intelligence (AI) to improve delivery workflows, forecast needs, identify risks early, and enhance client experiences. The ideal candidate is a strategic, tech-forward leader with the ability to scale teams, drive cross-functional collaboration, and champion innovation in a client-centric environment.

Key Responsibilities

Team Leadership & Talent Development
• Lead, mentor, and develop a high-performing team of client-facing delivery professionals, with a focus on skill growth, accountability, and AI literacy
• Promote a culture of continuous learning, including upskilling in AI tools that support project delivery, documentation, and client communications
• Collaborate with leaders in Customer Success, Support, Product, Engineering, and Advisory to ensure unified client engagement across the lifecycle
AI-Enabled Delivery & Execution
• Leverage AI to improve planning, resource management, and delivery execution—using tools for capacity forecasting, risk identification, and automated project insights
• Identify and implement AI-powered solutions that streamline internal workflows and enhance the client experience
• Use data and AI-driven insights to identify trends across the client portfolio, inform decision-making, and proactively surface delivery improvements
• Champion experimentation with AI tools within the delivery team, driving adoption and sharing best practices


Client Engagement & Project Oversight
• Serve as a project sponsor for assigned portfolio accounts, ensuring delivery excellence and alignment with client objectives
• Partner with Sales, Customer Success, Deal Architecture, and Engineering during the pre-sales process to align on scoping, complexity, and AI-powered efficiencies
• Monitor portfolio-level project health and escalate issues proactively, ensuring consistent execution across accounts
Operational Excellence & Cross-Functional Collaboration
• Continuously refine delivery methodology, playbooks, and tooling with a focus on AI augmentation and automation
• Track key metrics related to delivery performance, team utilization, and client satisfaction
• Partner with Product and Engineering teams to provide insights from the field, influence roadmap priorities, and enhance product adoption