Associate Manager, Professional Services

LogicGate® is a global leader in Governance, Risk, and Compliance (GRC) solutions, with a mission to deliver the software and capabilities enterprises and their people need to understand and manage their risks and transform them into strategic opportunities. Built by experts, our award-winning Risk Cloud® delivers over 40 purpose-driven solutions on a unified, modern cloud platform for connected, holistic risk and compliance management to scale with and meet the evolving risk landscape and organizational needs. At LogicGate, our people are the foundation of everything we do. We are committed to delivering an exceptional experience for our employees and our customers by empowering and enabling our people to take ownership, make an impact, and deliver their best work. We are seeking an aspiring and customer-centric Associate Manager, Professional Services to lead our Premier Success team. You will be central to our commitment to customer success, focusing on the leadership and scaling of our Premier Success offering—a recurring, elevated service model providing dedicated technical support and ongoing platform training. You will be responsible for the day-to-day success, operational efficiency, and quality of service delivered by our Professional Services team members. Your leadership will be instrumental in ensuring your team drives exceptional customer engagement, maturity, and long-term value from the Risk Cloud platform.

Core Responsibilities:

Team Leadership & Development:

Provide day-to-day leadership, coaching, and mentorship to a team of Professional Services consultants, fostering a culture of accountability, high performance, collaboration, and customer-centricity.

• Support team performance by conducting regular 1:1s, assisting with goal setting, and providing real-time feedback and guidance.
• Act as a player-coach, providing guidance, support, and subject-matter expertise to help the team solve complex customer challenges.
• Assist in the recruitment, hiring, and onboarding of new team members.

Service Delivery & Operations:

Coordinate the day-to-day delivery of the Premier Success offering, ensuring all premier success requests (PSRs) (requirements exploration, solution execution, etc.) are delivered on time and with high quality. Monitor and report on key performance indicators (KPIs) for the team, such as customer satisfaction (CSAT) and service level agreements (SLAs), to Customer Success leadership.

Customer & Strategic Management:

• Serve as the first point of escalation for customer issues, working with the team and internal stakeholders to drive resolution.
• Build and maintain strong relationships with key customer stakeholders, acting as a trusted advisor and strategic partner alongside the Customer Success team.
• Contribute to the continuous refinement and improvement of the Premier Success program's playbooks, methodologies, and best practices.

Cross-Functional Collaboration:

• Support the strategic alignment and manage operational handoffs with leaders in Implementation, Customer Success, Sales, and Product.
• Provide regular insights and feedback to your manager and cross-functional partners on customer trends, platform feedback, and opportunities for process improvement.
• Collaborate on the strategy and execution of customer-facing enablement, such as webinars and training content.

Requirements:

6+ years of experience in Management Consulting, Solutions Architecture, Sales Engineering, SaaS Implementation, or Professional Services.

• Proven experience as a team lead, mentor, or senior team member is required. Direct people management experience is a plus, but not required for this role.
• Strong foundation in GRC, Risk Advisory, or Security industries is highly preferred.
• Proven ability to manage a portfolio of concurrent projects, priorities, and customer escalations effectively.
• Excellent coaching and mentoring skills with a clear passion for developing talent.
• Exceptional people skills and a passion for customer-facing work; ability to build rapport and communicate effectively with audiences from technical users to C-level executives.
• Experience in contributing to or developing service-delivery processes and playbooks.
• A drive to learn and be curious, with the ability to quickly master the LogicGate Risk Cloud platform and act as a subject-matter expert.
• Experience working collaboratively and effectively on cross-functional teams.

The anticipated base salary range for the role is $110,000 - $125,000 per year + variable + equity + benefits. Actual salaries may vary and will be based on factors, such as the candidate's qualifications, skills, competencies, and proficiency for the role. Internal candidates who have current pay within or above the hiring range are still encouraged to apply if interested. Hybrid Workplace Our hybrid workplace allows for flexibility aligned to role responsibilities and exceptional customer delivery. Location requirements for this role can be found above. Total Rewards We are proud to offer a variety of competitive, inclusive, and comprehensive total rewards that are designed to support the unique needs of our employees both inside and outside of the workplace. In addition to offering competitive salary and variable compensation plans, equity options, and flexible health and wellness benefits, we are proud to offer generous PTO, Annual Company Holidays, Health Days, and Summer Fridays. Employees' growth and development are supported throughout their career journey through informal and formal programs and activities, including access to LinkedIn Learning, regular People Leader training, and our internal Mentorship Program. Our Culture At LogicGate, our culture and employee experience are grounded in our core values of Be as One, Do the Right Thing, Embrace Curiosity, Own It, Empower Customers, and Raise the Bar, which guide how we show up - for each other, our customers, and all we interact with. We believe that the strongest teams are made up of individuals who bring their different identities, experiences, and perspectives to the table. We are committed to fostering an inclusive work environment where all employees’ differences are celebrated and everyone is encouraged to bring their authentic selves to work. We encourage everyone to join one of our Employee Resource Groups (AAPI @ LogicGate, Pride at LogicGate, and Women in LogicGate) to participate in and contribute to conversations that foster an inclusive culture. LogicGate also believes strongly in giving back to the communities in which we live and work. To enable our teams to give back, we offer paid volunteer hours and company-wide charitable activities supporting a variety of organizations and causes. We are proud to have been recognized as a top workplace by Built In, Crain’s Chicago Business, the Chicago Tribune, and more. Visit our website to learn about our latest recognition. Learn more about our culture here. Excited about LogicGate but not familiar with GRC? GRC stands for Governance, Risk, and Compliance GRC professionals help their companies manage uncertainty, act with integrity, and stay on the right side of the law. The GRC market is rapidly expanding with continuous growth opportunities. The current market size was valued at $50.5 billion in 2024 and is projected to reach $104.5 billion by 2031.