Job SummaryAs the Senior Professional Services Manager for NGFW/SASE, you will be a critical leader for the US Public Sector region (SLED), guiding a high-performing team of Professional Services Consultants. You will drive the overall professional services business, provide expert oversight for all customer engagements, and ensure the high-quality delivery of NGFW/SASE security solutions. This role is highly integrated with Sales and Support teams, focusing on building trusted relationships and ensuring successful customer outcomes while consistently achieving key business metrics.
Key Responsibilities- You will serve as the Professional Services leader for your team, ensuring service delivery exceeds customer expectations and drives high levels of customer engagement.
- Own the comprehensive financial and operational management of the business, which includes executing all activities tied to defined goals such as accelerating backlog retirement and ensuring accurate revenue
- Drive operational excellence and ensure consistent operational discipline and accurate reporting, including ownership of key business metrics such as utilization and customer satisfaction.
- Ensure your team is appropriately staffed and has the necessary capacity to achieve quarterly goals, effectively managing a diverse mix of delivery resources (e.g., regional and global delivery teams) to achieve optimal efficiency.
- Champion the integration of AI/ML tools to optimize internal Professional Services operations, drive efficiency in service delivery, and develop innovative execution strategies to increase team productivity.
- Collaborate with sales leadership, product, portfolio, and support teams, acting as the Professional Services liaison to enable client success.
- Build strong customer relationships and act as the point of contact for successfully handling customer escalations to maintain high satisfaction.
- Focus on the efficient delivery of standardized professional service offerings to accelerate the customer's time-to-value (TTV) and enforce high-quality delivery methodologies.
Required Qualifications- 7+ years leading and scaling Professional Services or Customer Success teams responsible for the successful deployment and ongoing operation of complex enterprise security architectures.
- 5+ years of experience in a management role overseeing technical consultants, architects, Customer Success Engineers or Resident Engineers/Extended Expertise staff, with teams of 10+ technical resources.
- Proven expertise in managing the full Professional Services or Customer Success project lifecycle from pre-sales through to successful project closeout and revenue recognition.
- Strong foundational understanding of Internet security concepts and products, with a deep demonstrated knowledge of NGFW and SASE (Secure Access Service Edge) architecture and its components.
- Demonstrated experience running a profitable Professional Services or Customer Success business, including achieving revenue/margin targets, managing backlog, health and optimizing project closure rates.
- Experience with Professional Services Automation tools (e.g., Clarizen, Kantata), Sales Management tools (e.g., Salesforce), and Business Intelligence tools (e.g., Tableau).
- Demonstrated ability to manage critical customer escalations effectively and ensure prompt resolution for high-profile clients.
- Excellent written and verbal communication skills with the ability to clearly articulate complex technical knowledge to non-technical individuals and leadership.
- Bachelor's Degree or equivalent military experience.
- Ability to travel up to 25% domestically to customer sites and internal business meetings.
- US Government DoD Active Top Secret Clearance or higher.
Preferred Qualifications- Relevant industry certifications such as CISSP and/or PMP.
- Professional background in cybersecurity or enterprise IT.
Qualifications Compensation DisclosureThe compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.
$178,000.00 - $245,500.00/yr
