Available Locations: Remote US
Regional Delivery Leader - Professional Services
Overview:
We are seeking a highly motivated and experienced Senior Manager of Professional Services who will be responsible for leading the development and execution of the professional services strategy for a company. This role requires a strong focus on customer satisfaction, revenue growth, and employee development. The Senior Manager of Professional Services will be responsible for leading a team of professionals that provides technical consulting, implementation, and support services to customers. In addition, he/she will be responsible for coordinating, evaluating, and managing services opportunities involving both our Migration and Expert Services.The ideal candidate should have a strong background in professional services, project management, and customer relationship management.
Responsibilities:
- 10+ years of experience owning, navigating and successfully delivering large, complex engagements with large Enterprise customer organizations with a focus on professional service delivery.
- 5+ years of experience managing staff and coordinating teams to delivery outcomes for enterprise organizations
- Develop and implement a comprehensive professional services strategy that aligns with the company's overall business strategy and revenue objectives.
- Lead and manage a team of professionals that provide technical consulting, implementation, and support services to customers.
- Establish and maintain relationships with key customers, partners, and vendors to drive revenue growth and customer satisfaction.
- Drive customer satisfaction by ensuring that professional services engagements are delivered on-time, within budget, and meet customer expectations.
- Develop and implement processes and methodologies that improve the efficiency and effectiveness of professional services delivery.
- Collaborate with sales and marketing teams to develop go-to-market strategies for professional services offerings.
- Provide thought leadership and expertise to customers and the broader industry on best practices for implementing and using the company's products and services.
- Monitor and analyze key performance metrics for professional services, including revenue, margin, utilization, and customer satisfaction, and take action to address any issues or opportunities.
- Build and maintain a high-performing professional services team by hiring, training, coaching, and mentoring team members.
- Develop proposals and value propositions for Services engagements from inception through delivery for new and upgraded services
- Create a vision and articulate the value of professional services to customer stakeholders via several methods including preparing and delivering presentations at senior management levels
- Resolving conflict between the proposal team and other organizational units in a satisfactory manner, including engaging management as necessary
- Effective customer and internal stakeholder relationship development & management including at CxO level demonstrating the associated executive presence, and a proven track record of conducting executive business reviews with the associated level of written and verbal communication skills.
- Ability to prioritize, multi-task, and perform effectively under pressure understanding client sentiment, driving escalations, and leading & working with multiple cross functional teams across time zones to deliver the required customer outcomes including our Product, Engineering, Network, Support and Account Team leaders.
- Purpose-driven builder profile who would thrive as a self-starter in a fast-paced iterative engineering environment, taking ownership to create new paths to establish the required delivery maturity models.
- Oversee the contractual agreement process, including Statement of Work (SOW) and product subscription agreements.
- Monitor and manage the progress of services engagements, ensuring timely delivery and adherence to project plans.
- Collect feedback and document lessons learned from completed engagements for continuous improvement.
Qualifications:
Bachelor's degree in Business, Information Technology, or a related field.
Minimum of 10+ years of experience in professional services, project management, or a customer-facing role.
Strong understanding of the professional services landscape, including both internal and partner-provided services.
Excellent communication, negotiation, and interpersonal skills.
Proven ability to manage complex projects and multi-stakeholder engagements.
Strong analytical and problem-solving skills.
Experience with Salesforce or similar CRM tools is a plus.
Bonus Points:
- Prior experience managing complex customer projects/programs of work at a Big 5, Tier 1 Hyperscaler or recognised fast-paced SaaS company.
- Industry specific experience & knowledge from working with key FSI, Public Sector and Telecommunications customers.
- Fundamental understanding of how the Internet works (OSI Model) with a basic understanding of Layers 3/4/7 and familiarity working on related customer projects, such as data center migration, CDN’s, internet performance & internet security.
- Customer & field enablement or transformation experience.