Regional Professional Services Leader, APJC

Available Location: Singapore or Sydney Australia

Overview:

We are seeking a highly motivated and experienced leader of Professional Services who will be responsible for the execution of the professional services strategy within the APJC region. This role requires a strong focus on customer satisfaction revenue growth alignment with the sales organisation and employee development. This leader will be responsible for leading a team of professionals that provide technical consulting & implementation services to addition he/she will be responsible for driving services sales through coordinating evaluating and managing services opportunities as well as developing new services offerings in consultation with the Professional Services practice leads. Effective enablement of professional service delivery partners is also an integral function that this role is responsible for. The ideal candidate should have a strong background in professional services project management customer relationship management and services sales engagements as well as a proven track record of enabling and managing professional services delivery partners.

Responsibilities:

• Implement a comprehensive professional services strategy that aligns with the companys overall business strategy and revenue objectives.
• Establish and maintain relationships with key customers service delivery partners and Cloudflare partners to drive revenue growth and customer satisfaction.
• 10 years of experience owning navigating and successfully delivering large complex engagements with large Enterprise customer organizations with a focus on professional service delivery.
• 5 years of experience managing staff and coordinating teams to deliver outcome based projects for enterprise organizations
• Monitor and analyze key performance metrics for professional services including revenue margin utilization and customer satisfaction and take action to address any issues or opportunities.
• Build and maintain a high-performing professional services team by hiring training coaching and mentoring team members.
• Lead and manage a team of professionals that provide technical consulting implementation and support services to customers.
• Drive customer satisfaction by ensuring that professional services engagements are delivered on-time within budget and meet customer expectations.
• Develop and implement processes and methodologies that improve the efficiency and effectiveness of professional services delivery.
• Collaborate with sales and marketing teams to develop go-to-market strategies for professional services offerings.
• Provide thought leadership and expertise to customers and the broader industry on best practices for implementing and using the companys products and services.
• Develop proposals and value propositions for Services engagements from inception through delivery for new and upgraded services.
• Create a vision and articulate the value of professional services to customer stakeholders via several methods including preparing and delivering presentations at senior management levels
• Resolving conflict between the proposal team and other organizational units in a satisfactory manner including engaging management as necessary
• Effective customer and internal stakeholder relationship development & management including at CxO level demonstrating the associated executive presence and a proven track record of conducting executive business reviews with the associated level of written and verbal communication skills.
• Ability to prioritize multi-task and perform effectively under pressure understanding client sentiment driving escalations and leading & working with multiple cross functional teams across time zones to deliver the required customer outcomes including our Product Engineering Network Support and Account Team leaders.
• Purpose-driven builder profile who would thrive as a self-starter in a fast-paced iterative engineering environment taking ownership to create new paths to establish the required delivery maturity models.
• Oversee the contractual agreement process including Statement of Work (SOW) and product subscription agreements.
• Monitor and manage the progress of services engagements ensuring timely delivery and adherence to project plans.
• Collect feedback and document lessons learned from completed engagements for continuous improvement.

Qualifications:

• Bachelors degree in Business Information Technology or a related field.
• Minimum of 10 years of experience in professional services project management or a customer-facing role.
• Strong understanding of the professional services landscape including both internal and partner-provided services.
• Excellent communication negotiation interpersonal and relationship building skills.
• Proven ability to manage complex projects and multi-stakeholder engagements.
• Strong analytical and problem-solving skills.
• Experience with Salesforce or similar CRM tools is a plus.

Bonus Points:

• Prior experience managing complex customer projects/programs of work at a Cybersecurity Tier 1 Hyperscaler or recognised fast-paced SaaS company.
• Industry specific experience & knowledge from working with key FSI Public Sector and Telecommunications customers.
• Fundamental understanding of how the Internet works (OSI Model) with a basic understanding of Layers 3/4/7 and familiarity working on related customer projects such as data center migration CDNs internet performance & internet security.
• Customer & field enablement or transformation experience.

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customers--at no cost.

Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

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