Description
The Senior Manager, Professional Services Cloud Architects (PCAM) leads a team of 8–10 ProServe Cloud Architects (PCAs) within North America. Reporting to the Senior PCAM NAMER Lead, this role combines hands-on customer engagement with frontline people leadership , coaching PCAs through complex, ambiguous customer situations and driving them to successful outcomes.
This leader is deeply collaborative: partnering with peer PCA Managers, the NAMER leadership team, ProServe Account Executives, Delivery Teams, AGS Sales, and Solution Architect Leadership to accelerate customers’ cloud journeys. The ideal candidate brings a strong identity in building collaborative culture, thrives in ambiguity, and is passionate about developing technical talent while staying close to customers.
Key Responsibilities:
People Leadership & Talent Development
- Directly manage a team of 8–10 PCAs, fostering technical excellence, customer obsession, and a collaborative team culture
- Lead performance management, career development, goal setting, and regular 1:1 coaching
- Drive hiring, onboarding, and retention to build and maintain a high-performing team
- Identify and develop future leaders; ensure team certification compliance
- Create an inclusive environment where PCAs can grow, take risks, and learn from ambiguity
Hands-On Customer & Stakeholder Engagement
- Serve as a hands-on technical and strategic advisor alongside PCAs in complex customer engagements
- Build trusted relationships with customers and partners, engaging at the executive level when needed
- Act as an escalation point for technical and commercial challenges within the team's portfolio
- Champion customer satisfaction (CSAT) improvements across all engagements
Collaboration & Cross-Functional Partnership
- Partner closely with peer PCA Managers to share best practices, balance workloads, and maintain consistency across NAMER
- Collaborate with the NAMER leadership team on regional strategy, coverage planning, and organizational initiatives
- Work with ProServe Account Executives, Delivery Teams, and AGS Sales to ensure seamless pre-sales to delivery handoffs
- Foster knowledge sharing, reusable artifact creation, and community of practice participation
Business Performance
- Drive Billable Bookings performance through team enablement, opportunity coaching, and strategic deal support
- Optimize Engagement Margin (As Sold vs. As Delivered) through quality solution design and right-sized scoping
- Monitor deal velocity, reduce concessions, and identify cross-sell/upsell opportunities
- Champion AI adoption with customers and builders
Operational Excellence
- Track and improve team KPIs: bookings, margin, CSAT, PCA development, and operational metrics
- Drive improvements in Engagement Velocity Acceleration (EvA) and delivery readiness
- Ensure team adherence to ProServe processes, tools, and quality standards
A Day in the Life As a PCA Manager, no two days look the same, but every day centers on people, customers, and collaboration:
- Engaging with stakeholders across ProServe, AGS Sales, and partner organizations
- Working directly with customers to understand their cloud journey and unblock progress
- Supporting, guiding, mentoring, and enabling PCAs for success in their engagements
- Direct engagement with ProServe Account Executives (PAEs) to align on opportunity strategy and customer outcomes
- Participating in cross-organizational leadership and management forums
- Meeting customers and stakeholders where they are, whether that is a strategic planning session or a hands-on technical review
- Collaborating heavily with internal and external partners to drive shared outcomes
- Providing a consistent, collaborative bridge across the ProServe sales process, enabling strong relationships between PAEs and PCAs
- Helping to guide and train PCAs to increase engineering maturity and technical depth