Sr. Manager, Professional Services, US Public Sector SLED (NGFW/SASE)

Job Summary

You will serve as the Professional Services leader for your team, ensuring service delivery exceeds customer expectations and drives high levels of customer engagement.

You will own the comprehensive financial and operational management of the business, including executing all activities tied to defined goals such as accelerating backlog retirement and ensuring accurate revenue.

You will drive operational excellence and ensure consistent operational discipline and accurate reporting, including ownership of key business metrics such as utilization and customer satisfaction.

You will 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.

You will 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.

You will collaborate with sales leadership, product, portfolio, and support teams, acting as the Professional Services liaison to enable client success.

You will build strong customer relationships and act as the point of contact for successfully handling customer escalations to maintain high satisfaction.

You will 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.

Key Responsibilities

• 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, including 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.
• Able 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.