Director of Professional Services - EMEA
Hybrid
About Us
At 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.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. Come join us!
Location: UKI / London
The Director of Professional Services for EMEA reports into the Senior Director of Customer Success and Services EMEA.
Responsibilities
Leadership & Team Management:
* Strategically lead and build a team of professional services consultants, solution architects, and technical experts located in dispersed geographic locations.
* Develop a high-performance culture that emphasizes client success, innovation, and continuous improvement.
* Attract and retain top talent to build a high-performing consulting team.
* Act as an evangelist for services, supporting sales efforts, running GTM Enablement Programmes for Services and Solution Selling.
* Be accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization.
* Own operational metrics, such as time-to-value, customer satisfaction and on-time project completion.
* Monitor team performance, provide constructive real-time feedback, and support development needs.
* Ensure that the Professional Services team is up to date on the latest Cloudflare product releases and industry trends.
Project Delivery & Strategy:
* Develop industry leading services to accelerate Onboarding, Adoption and Value Realization of Cloudflare’s products.
* Define, monitor and measure KPIs to ensure high quality delivery of consulting, education and implementation services.
* Ensure Professional Services Project Managers exceed expectations in successfully completing projects.
* Create, review, and approve formal statements of work, change requests, and proposals.
* Closely manage Risk and Red Accounts.
Customer Relationships & Account Management:
* Act as an evangelist for services, supporting sales efforts, and serving as an executive sponsor for strategic customers.
* Create thought leadership content and deliver customer-facing presentations to promote Cloudflare's professional services.
Cross-Functional Collaboration:
* Assist in developing and managing the partner strategy and ecosystem.
* Collaborate with Product Engineering and Support teams to address product challenges.
Requirements
* 10+ years experience in Professional Services, Consulting, or Project Management teams ideally with a focus on Cyber Security.
* 5+ years of leadership experience, managing large global or regional teams.
* Proven experience in subscription-based business models, delivering SaaS solutions.
* Track record of partner delivery enablement.
* Understanding or proficiency in advanced Networking, Zero Trust, CDN, and Application Security.
* Demonstrated experience in building and leading a high performing team of 25+ individuals.
* Experienced in giving and receiving positive and constructive feedback.
* Strong commercial experience in formulating and positioning services as a differentiator.
* Ability to think strategically about business, products, and technical challenges.
KPIs
* Financial success for the Professional Services organization.
* Delivery metrics (Customer satisfaction, on-time delivery).
* Net Expansion increase rate for customers with Professional Services.
What 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.
Sound like something you’d like to be a part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws.
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.
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