Vice President, Professional Services (Remote: US)

Job Description:

The Vice President of Professional Services is responsible for leading and scaling both the Professional Services and Technical Account Management (TAM) teams. This role ensures seamless customer onboarding, successful implementations, and ongoing strategic guidance to maximize customer value and retention. The VP will drive the development of service strategies, operational excellence, effective utilization of tools and methodologies necessary to succeed at scale.

*Position is open remotely within the US; preference for candidates located in close proximity to one of our business/leadership hubs including Alpharetta, Seattle, Boston, San Francisco, etc*

Strategy & Practice Development:

• Define and implement standardized delivery frameworks and methodologies to ensure global consistency and scalability
• Drive innovation through tools, automation, and AI drive insights to optimize service delivery and operational performance
• Align global practices with business goals to drive revenue growth, profitability, and customer satisfaction.

Client Engagement:

• Build and nurture strong, long-term relationships with clients by understanding their needs and aligning services with their objectives
• Monitor client satisfaction through feedback mechanisms, proactively implementing improvements to enhance their experience and outcomes

Operational & Financial Excellence:

• Oversee project management to ensure timely, high-quality delivery while optimizing processes to enhance efficiency and reduce costs
• Optimize tools for resource planning, project management, and performance tracking to enhance operational efficiency
• Manage budget, mitigate risks, and align service delivery ensuring financial goals are met
• Identify up-sell and cross-sell opportunities contributing to revenue growth

Delivery Management & Resource Planning:

• Oversee global service delivery to ensure successful execution, customer satisfaction, and adherence to timelines
• Develop and manage resource booking and capacity planning processes to maximize utilization and delivery outcomes

Hiring & Team Development:

• Lead global hiring initiatives to build high-performing, scalable Professional Services teams
• Design enablement programs to ensure teams are equipped with tools, training, and frameworks for consistent delivery
• Foster a culture of accountability, innovation, and continuous improvement across global teams

Qualifications:

• 15+ years of experience in customer success, professional services, technical account management, or related leadership roles in a cloud security or enterprise software environment
• Bachelor’s degree in Computer Science, Engineering, Business, or a related field; MBA preferred
• Proven track record of scaling both Professional Services and TAM organizations in a SaaS or cloud security company
• Strong technical knowledge of cloud security, cybersecurity frameworks, and cloud platforms (AWS, Azure, GCP)
• Exceptional leadership, strategic thinking, and people management skills
• Experience driving P&L ownership, revenue growth, and service efficiency
• Strong problem-solving skills with the ability to balance strategic planning with hands-on execution
• Experience with security compliance frameworks (SOC 2, ISO 27001, NIST, etc.)