Senior Manager, Professional Services

About UsAt Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.Available LocationAustin, TexasAbout the PositionWe 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.ResponsibilitiesMinimum 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.QualificationsBachelor’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 PointsPrior 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.EquityThis role is eligible to participate in Cloudflare’s equity plan.BenefitsCloudflare 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 BenefitsMedical/Rx InsuranceDental InsuranceVision InsuranceFlexible Spending AccountsCommuter Spending AccountsFertility & Family Forming BenefitsOn‑demand mental health support and Employee Assistance ProgramGlobal Travel Medical InsuranceFinancial BenefitsShort and Long Term Disability InsuranceLife & Accident Insurance401(k) Retirement Savings PlanEmployee Stock Participation PlanTime OffFlexible paid time off covering vacation and sick leaveLeave programs, including parental, pregnancy health, medical, and bereavement leaveWhat Makes Cloudflare Special?We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.Project GalileoSince 2014, we’ve equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers—at no cost.Athenian ProjectIn 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we’ve provided services to more than 425 local government election websites in 33 states.1.1.1.1We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy‑centric public DNS resolver. This is available publicly for everyone to use – it is the first consumer‑focused service Cloudflare has ever released. Here’s the deal – we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.Exemptions and Equal OpportunityThis position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person’s, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e‑mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107. #J-18808-Ljbffr