Director Support Consulting

We create possibilities that move life and commerce forward

Welcome to Manhattan. Every day, our supply chain commerce technology connects two billion people to 20 billion consumer choices. In the warehouse, on the road and in the store, we make what was once impossible, possible. If you want to tackle complex problems and redefine markets, you've come to the right place.

Overview

Manhattan is looking for a Director, Support Consulting responsible for the overall success of complex software implementations and customer support engagements. This leader manages client relationships at the most senior levels and oversees multiple cross-functional teams of consultants, analysts, managers, and other delivery resources to ensure progress, quality, and financial performance are achieved.

This role oversees the development and implementation of strategies to handle changing business needs, such as support of new product and clients with multiple product lines and deliver measurable business impact through Manhattan's supply chain solutions. In addition to driving delivery success, the Director is accountable for revenue targets, collections for billable services, and identification of new revenue opportunities. The role also plays a key part in mentoring, coaching and leadership development.

Day in the Life

• Manage client relationships and set clear expectations at senior and executive levels to ensure satisfaction and long-term partnership
• Own overall project success and delivery outcomes across complex, multi-product engagements
• Lead highly visible implementations that deliver measurable business outcomes and improved customer KPIs
• Manage budgets, timelines, and processes across a portfolio of support consulting engagements.
• Own revenue targets and partner with Finance and Sales Operations on forecasting, billing, and collections for billable services
• Serve as the primary escalation point for critical issues and conflict resolution across multiple workstreams
• Direct team priorities and resource allocation to balance scope, schedule, quality, and financial objectives
• Align stakeholders across multiple workstreams and support revenue growth through upsell and cross-sell opportunities
• Deliver executive-level updates, business reviews, and ROI presentations to customer leadership
• Provide career guidance, performance feedback, and leadership support to team members while driving adoption and operational efficiency

Minimum Requirements

• Bachelor's degree (or foreign equivalent) in computer science, engineering, or a related technical field
• 10+ years of experience developing, supporting, or implementing packaged application software, including direct client-facing responsibilities
• 7+ years of experience managing projects and leading teams in a consulting, support, or services environment
• 3+ years of experience implementing and/or supporting supply chain software
• Demonstrated experience with budgeting, forecasting, and financial performance management, including managing forecast variance
• Strong executive communication skills, with the ability to engage credibly with both internal and client leadership teams
• Proven strength in project planning, delivery execution, and structured problem solving
• Familiarity with CloudOps, AI-enabled operations, or emerging service models
• Requires up to 25% travel.

Preferred Qualifications

• Experience in enterprise or SaaS software with complex, mission-critical application suites
• Strong WM experience and the ability to ramp quickly in a fast-moving, client-intensive environment
• Proven track record managing executive-level escalations and driving systemic, data-driven improvements
• Experience contributing to or leading strategic initiatives that drive subscription growth, operational improvement, or broader business impact

Why this Role Matters?

This is an opportunity to step into a highly visible leadership role and make an immediate impact on a large, complex client portfolio. You will help strengthen leadership capacity, improve operational and financial discipline, and shape how support consulting evolves to meet changing customer and business needs

Why Join Manhattan?

• Competitive Rewards: Market-leading pay, comprehensive health coverage, and a 401(k) with 50% match up to 6% from day one.

• Career Growth: Access Global Path, our structured development program with global opportunities, free LinkedIn Learning, and mentorship.

• Inclusive Culture: Join a diverse team and Employee Connection Groups like Multicultural Network, LGBTQ+ Alliance, Women's Initiative Network, and MA Mamas.

• Flexibility & Balance: Hybrid work options, flexible policies, and onsite fitness centers to help you recharge.

• Community Impact: Monthly volunteer events and opportunities to make a difference locally and globally.

#LI-CS1

Committed to diversity and inclusion

At Manhattan, it's about more than just the work. From cultural celebrations to interest groups to volunteer opportunities, your true self is always welcome here. Our team members' backgrounds, experiences and perspectives add to us as a whole and make us unique.

We are proudly an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a veteran. In the United States, Manhattan Associates participates in the Employment Eligibility Verification Program (E-Verify) operated by the Department of Homeland Security in partnership with the Social Security Administration. Participation in the E-Verify Program allows Manhattan to confirm the employment eligibility of all newly hired employees after the Employment Eligibility Verification Form (Form I-9) has been completed.