Job Description

Overview:

We are seeking a highly motivated and experienced Director 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 Director of Professional Services will be responsible for leading a team of professionals that provide 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:

• Minimum 10 years of experience owning, navigating and successfully delivering large, complex engagements with large Enterprise customer organizations with a focus on professional service delivery.
• Minimum 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.

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