Senior Manager, Center of Expertise

About the role

The Senior Manager, Center of Expertise will lead a team of elite product and domain experts who drive measurable outcomes on strategic customer engagements. This role is built for a technically fluent, decisive leader who thrives at the intersection of modern data protection, cloud infrastructure, and AI-driven operations—someone who can translate complex architectures into executive-level narratives and who genuinely cares about the people they lead and the customers they serve.

Responsibilities

• Lead and develop a team of 6–10 Domain Engineering Specialists, investing genuinely in their growth through technical coaching, structured career development, and a culture where people feel challenged, valued, and proud of the work they do.
• Define and execute the team’s technical enablement roadmap, with a strong focus on emerging capabilities in AI/ML, cloud-native architectures, and cyber resilience.
• Own the team’s involvement in complex, large-scale customer onboardings—multi-environment migrations, hybrid and multi-cloud transformations, and enterprise-wide resilience deployments that require deep architectural engagement and precise coordination.
• Coach specialists to deepen expertise in ransomware recovery, immutable storage, multi-cloud data protection, and Kubernetes-native backup—and create clear paths for them to grow into recognized experts inside and outside of Veeam.
• Build and scale a content and resource hub that extends the team’s reach beyond 1:1 customer engagements—including technical playbooks, reference architectures, self-service assessment tools, and evergreen enablement content.
• Develop and run high-impact customer engagement programs—webinars, roundtables, virtual workshops, executive briefings, and community forums—that position Veeam’s expertise in front of broader audiences and create scalable touchpoints across the customer lifecycle.
• Establish and maintain the team’s position as a credible technical authority in conversations with customer engineering, architecture, and executive stakeholders.
• Drive process improvements and playbooks that scale impact without scaling headcount linearly.
• Monitor operational KPIs and use data to identify coaching opportunities, capacity gaps, and emerging risk patterns across the customer portfolio.
• Influence product and engineering roadmaps by synthesizing field-level insights into structured feedback loops.
• Build and maintain cross-functional relationships with Sales, Product, Engineering, and Customer Success to ensure coordinated customer outcomes.
• Serve as an executive-level escalation point for complex technical and strategic customer situations.
• Model and reinforce a high-performance culture anchored in intellectual curiosity, ownership, and genuine care for customers and teammates alike.

Qualifications

• 8+ years of experience in technical customer success, solutions engineering, or related customer-facing technical roles—ideally within enterprise SaaS, cloud infrastructure, or data management.
• 4+ years of people management experience, with a track record of building and scaling high-performing technical teams where culture is a competitive advantage, not an afterthought.
• Deep expertise in data protection and cyber resilience—including ransomware recovery architectures, immutability strategies, air-gapped backup, and recovery time/point objectives at enterprise scale.
• Hands-on familiarity with AI and machine learning concepts, including how organizations are operationalizing AI workloads and the data infrastructure that supports them (data pipelines, model training environments, vector databases, LLMOps).
• Strong working knowledge of major cloud platforms (AWS, Azure, GCP) and cloud-native patterns—Kubernetes, containers, serverless, IaC (Terraform/Pulumi), and multi-cloud data governance.
• Fluency in modern infrastructure concepts: hybrid cloud architectures, software-defined storage, disaster recovery as code, and observability stacks.
• Ability to engage credibly in security framework discussions—Zero Trust, NIST CSF, CIS Controls, SOC 2, and regulatory environments (GDPR, HIPAA, FedRAMP).
• Experience leading or owning large-scale, complex customer onboardings with multiple stakeholders, integrated environments, and significant technical and organizational complexity.
• Proven ability to build scalable content programs—technical resource hubs, reference architectures, webinars, workshops—that extend expert knowledge to audiences well beyond direct engagement.
• Demonstrated ability to lead teams through ambiguity in fast-moving, high-growth environments.
• Strong executive communication skills—able to distill complex technical risk into business-impact narratives for CISO, CIO, and board-level audiences.
• Experience using data and telemetry to drive coaching decisions and team performance improvements.
• Adaptable, high-agency operator who sets direction without waiting for perfect information—and brings others along with them.