We are launching a brand-new Professional Services (PS) function at UpGuard, and this is a Day 1, foundational hire. We aren’t just looking for someone to run an existing playbook; we need an experienced practitioner to help us write it. You will lead complex enterprise deployments while simultaneously working with leadership to build the standard operating procedures that will scale our global team.
What will you do?
Foundational Practice Building: Design and document repeatable implementation methodologies, project plans, and SOPs based on your front-line experiences.
Enterprise Delivery & Scope Management: Own complex deployments end-to-end. Manage client expectations, firmly prevent scope creep, and lead User Acceptance Testing (UAT) to ensure a seamless transition to Customer Success.
Technical Integration & Platform Expertise: Develop deep expertise in UpGuard's capabilities. Design and troubleshoot complex integrations leveraging REST APIs, webhooks, and third-party systems (ITSM, SIEM, SSO).
Process Re-engineering & Translation: Translate ambiguous client needs into actionable technical specifications. Redesign legacy vendor risk workflows to leverage UpGuard's automation and industry best practices.
Stakeholder & Cross-Functional Leadership: Build trust with both highly technical audiences (IT/SecOps) and executive sponsors (CISOs). Act as the connective tissue between PS, Sales, and Product to feed field insights back into the roadmap.
What will you bring?
Professional Experience: 5+ years in a B2B SaaS implementation, solutions architecture, or professional services role, with a proven track record of managing concurrent, complex enterprise deployments. Experience consulting with large-scale organizations (5,000+ employees) is required, and expertise in GRC is highly desirable.
The "Builder" Mindset: Calm under ambiguity. You inherently want to leave things better than you found them and thrive in an environment where the playbook is always evolving.
- Experience with PSA tools (Rocketlane, Certinia, Productive etc)
Consultative Authority: Exceptional ability to hold your own with executive stakeholders, push back when necessary, and guide customers toward best practices rather than just taking orders.
Success Metrics & KPIs
As a Day 1 foundational hire, you won't just hit targets, you will help us establish the baselines. Your success will be measured by your ability to drive adoption and standardization through the following KPIs:
Time-to-First-Value (TTFV): Accelerating the timeline from kickoff to the customer's first live, automated workflow.
Fixed-Fee Realization (Margin): Firmly managing client expectations and preventing scope creep to ensure complex deployments are delivered efficiently within our standardized service packages.
Customer Satisfaction (CSAT): Leading successful User Acceptance Testing (UAT) to ensure a seamless, highly-rated transition to the Customer Success team
What gives you an edge?
- Domain Knowledge: Experience in cybersecurity, GRC, or Third-Party Risk Management is highly looked upon favorably, but is not a strict requirement. We are primarily looking for top-tier SaaS implementation experts who can quickly learn our domain and apply their process re-engineering skills to our customers' workflows
- Technical Aptitude: Proven ability to read API documentation, design data mappings, and troubleshoot integrations independently. You don't need to be a developer, but you need to be technically sharp
What's in it for you?
- Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being
- WFH set-up allowance: To ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard
- $1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance
- Annual leave: 6 weeks PTO plus two additional UpGuardian leave days to give you time to recharge your batteries.
- 18 weeks paid Parental Leave: Irrespective of parenting role
- Personal Leave Allowance: This includes sick & carer’s leave
- Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance
- Top-spec hardware: All team members will be provided with top-spec laptops for their role
- Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work
- Health Insurance: Health, dental, and vision insurance
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