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Director of Global Professional Services

Customer Success | Tampa, FL | Full Time

Job Description

 

The Position

You will be developing the Professional Services program at OPSWAT, including designing and rolling out new ProServ products; maturing our ProServ pre-sales and post-sales methodology; managing ProServ revenue and budget; and helping to build out a ProServ delivery team. You will work closely with our global Marketing, Sales, and Customer Success teams to ensure that ProServices can be successfully marketed, sold, and delivered to our customers. You will be reporting to the Vice President of Customer Success and will coordinate with the Executive committee to ensure that ProServ strategy aligned with our corporate goals and objectives.

 

What You Will Be Doing

  • Building effective long-term business relationships with stakeholders at key customers and internally;
  • Communicating and promoting the professional services vision and strategy to all levels of OPSWAT, from the executive team to individual contributors.
  • Reporting on Professional Services bookings and costs
  • Identifying, designing, and developing new Professional Services products
  • Introducing, marketing, and developing collateral for ProServ products
  • Socializing the value of ProServ products to internal and external stakeholders
  • Helping Sales (Direct and Channel) sell Professional Services, including responses to FRI and RFP, negotiate services scope and terms for strategic deals;
  • Defining the handoff process from Pre- to Post-sales of Professional Services
  • Maturing the Pro-Serv delivery and engagement management methodology
  • Creating and updating deliverable templates, best practices guides, and other tools
  • Directly managing strategic professional service engagements (in certain instances)
  • Coordinating with Customer Success organization and other teams for ProServ delivery resources
  • Eventually building a dedicated ProServ delivery team

What We Need From You

  • 5 years management within a fast-paced software organization (start-up experience preferred)
  • 2-4 years of B2B experience managing large-scale or global deployments of enterprise products
  • Experience building a Professional Services team from infancy
  • Experience developing and rolling out Professional Services product offerings
  • Outstanding customer management and professional services skills
  • Experience working with a rapidly changing product and thriving in a dynamic, fast-paced environment where change is the only constant.
  • A personable and collaborative attitude with a track record of working successfully across teams.
  • Ability to develop clear action plans and drive processes with numerous inter-dependencies
  • Excellent verbal and written skills in English
  • An interest in developing subject matter expertise with OPSWAT products

 

It would be nice if you had:

  • Sales enablement experience
  • Cyber security industry experience
  • Experience using and generating reports from Salesforce Sales Cloud and Service Cloud
  • Experience working for a global company with an internationally diverse group of customers and colleagues
  • Experience with AWS, Azure, or other Cloud platforms
  • Prior Networking, scripting, and/or programming experience