Gestionnaire, Service à la clientèle / Manager, Customer Service

At Prophix, we’re building the platform that helps finance teams stop managing spreadsheets and start driving strategy. Prophix One™ brings planning, reporting, consolidation, and automation together in a single place, and we are expanding its AI capabilities faster than ever. If you want to work on a product that genuinely changes how finance teams operate, and do it alongside people who care about getting it right, this is where you want to be.
We’re headquartered in the Greater Toronto Area, with teams and offices across North America, Europe, and Australia. Trusted by more than 3,000 finance teams across 100+ countries, Prophix One™ is built for organizations that want to plan smarter and move faster.
As Manager, Professional Services, you'll lead a team of Consultants and Solution Architects delivering Prophix One implementations for finance teams across North America, balancing hands-on coaching with oversight of project timelines, quality, and client outcomes. You'll join the Professional Services organization within Prophix's broader Customer Success function, working closely with Sales and Delivery leadership to keep engagements on track and clients successfully live on the platform. Your team's execution directly shapes retention and expansion (GRR/NRR) for the accounts you support. Delivery Management

• Own end-to-end delivery across a portfolio of Prophix One CPM/FP&A implementation and migration engagements across North America.
• Oversee active implementation projects — participate in weekly status calls, track progress against project plans, remove blockers, and hold the team accountable to delivery timelines and milestones.
• Drive consistent use of project planning and delivery management tools across the team to maintain visibility, forecast capacity, and report on portfolio health.
• Maintain delivery quality, margin, and client satisfaction metrics across the NA portfolio.
• Serve as the senior escalation point for engagement risks, scope challenges, and client issues.
• Collaborate with Project Managers and Solutions Architects to ensure engagements are scoped, resourced, and executed to plan.
• People Management
• Hire, onboard, develop, and retain a team of Professional Services consultants across North America.
• Conduct regular 1:1s, performance reviews, and career development conversations.
• Provide hands-on coaching on delivery quality, client communication, and technical problem-solving.
• Partner with Sales, Customer Success, and Support to ensure seamless handoffs and a cohesive client experience across the NA market.
• Bachelor's degree in Accounting, Finance, Business, or a related discipline from an accredited college or university.
• 5+ years in a Professional Services or implementation delivery role within a SaaS or enterprise software environment.
• 2+ years managing or leading a team, with demonstrated ability to develop people and drive performance.
• Proven track record delivering complex, multi-stakeholder software implementations on time and within scope.
• Strong project management discipline — experienced overseeing concurrent implementations using structured planning tools (e.g. MS Project, Smartsheet, monday.comfortable running status calls, managing risks, and driving projects to completion.
• Exceptional written and verbal communication skills — able to translate complex delivery situations into clear, concise updates for clients, consultants, and senior leadership.
• Self-starter with a high degree of ownership — comfortable setting direction, identifying what needs to be done without being told, and driving initiatives through to completion in a fast-moving environment.
• Demonstrated use of AI tools to improve team productivity, streamline processes, or enhance delivery quality; comfortable embedding AI-assisted workflows into day-to-day operations.
• Based in the Greater Toronto Area and able to work in-office a minimum of two days a week. Ability to travel to client sites for key engagement milestones as needed.
• Able to travel domestically and internationally as required and hold a valid passport.

Prophix, Anaplan, OneStream, Adaptive, TM1/Planning Analytics).

• Familiarity with ERP data integration patterns (SAP, NetSuite, Dynamics 365, or similar).
• Experience managing engagements involving partner co-delivery models.
• Proficiency in French (written and spoken) is an asset for client engagement across Canada.

You know our platform, our customers, and how your team operates. You’re working independently, owning deliverables end to end, and building relationships across functions and regions.
· You’ve improved a process, shipped something meaningful, or earned a seat at the table on a decision that matters.
Prophix is headquartered in the GTA, so joining our team puts you close to where decisions are made, strategy is set, and careers are built. You’ll collaborate across North America, Europe, and Australia, developing breadth you simply can’t get at a single market company. Our people move across functions, work directly with customers in different industries, and take on meaningful challenges early. Our values are Pursue Excellence, Build with Purpose, Create Wins for All, and Drive Continuous Innovation, and they guide how we actually make decisions.
The total target compensation for this role is $140,000 CAD to $160,000 CAD, in accordance with applicable pay transparency laws. Actual compensation will be determined based on factors such as skills, experience, location, and internal equity.

Comprehensive health, dental, vision, and mental-health coverage

• Retirement savings with employer contributions
• Parental leave top-up
• Generous paid time off including vacation and sick time
• Social events, team activities, and opportunities to build community
• Opportunities to participate in Environmental, Social, and Governance (ESG) initiatives
• If you’re looking for a place where your work touches real products, real customers, and real decisions, and where your career can grow in the direction you choose. If you need accommodation at any stage, we’ll work with you. As part of our commitment to Responsible AI, we use a small number of AI-supported tools to help with tasks like resume review, shortlisting, or creating interview summaries. AI is never used as the sole basis for hiring decisions, and your personal data is never used to train AI models. If you'd prefer not to take part in any AI-assisted step, just let us know and we’ll be happy to accommodate.