Senior Manager, Professional Services

Available Location: Austin, Texas
About the Position
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 Cloudflare. 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 provide technical consulting, implementation, and support services to customers. In addition, they 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 Hyper-scale or recognized 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.

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave