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 p