Director of Professional Services - EMEA

As the Director of Professional Services - EMEA at Cloudflare, you will manage a geographically dispersed team of consultants and technical experts. Your key responsibilities include building and leading a high-performing team, ensuring client success, developing industry-standard services, managing operational and financial metrics, and fostering strong relationships with customers to advocate Cloudflare's services.

To qualify for the Director of Professional Services - EMEA position at Cloudflare, you should have over 10 years of experience in professional services, consulting, or project management, with at least 5 years in a leadership role managing large teams. Familiarity with cyber security, subscription-based business models, and the ability to drive strategic initiatives are crucial.

Success as a Director of Professional Services - EMEA at Cloudflare requires strong leadership and team management skills, excellent strategic thinking, and a deep understanding of advanced networking concepts. You should also excel in customer relationship management, financial goal achievement, and demonstrate effective collaboration across cross-functional teams.

Cloudflare is committed to the growth of its Professional Services team by fostering a culture of continuous improvement and innovation. You will have opportunities for professional development, and the company encourages goal setting and ongoing feedback to nurture talent and keep the team updated on industry trends and Cloudflare’s latest offerings.

Cloudflare stands out as a great place to work due to its mission-driven culture that prioritizes diversity and inclusiveness. As a Director of Professional Services - EMEA, you’ll be part of a team that not only values innovation but also contributes positively to society through initiatives like Project Galileo and the Athenian Project, making your work impactful.

When building and leading a team as a Director of Professional Services, I focus on fostering a culture of coaching and open communication. I invest time in understanding each team member's strengths and areas of growth, setting mutual goals, and providing constructive feedback regularly. This empowers team members to excel, while aligning their efforts with our organizational objectives.

In managing high-stakes projects, communication and risk management are key. I recall leading a critical project for a Fortune 500 client where we faced unexpected challenges. By maintaining regular updates with stakeholders, adapting plans in real-time, and involving my team in problem-solving, we ultimately delivered the project on time with high customer satisfaction.

To ensure customer satisfaction, I utilize a proactive approach. This includes setting clear expectations, regular engagement, and soliciting feedback throughout the project lifecycle. I also focus on understanding the customer’s unique needs and success metrics, enabling us to tailor our services effectively.

I promote cross-functional collaboration by creating an environment where team members feel comfortable sharing insights and knowledge. I organize regular meetings with other departments, encourage joint problem-solving sessions, and leverage collaborative tools to streamline communication and foster unity towards shared objectives.

My experience with SaaS solutions involves not only delivering but also enhancing them based on customer feedback. I emphasize best practices in uptake and utilization to maximize clients' return on investment, showcasing how Cloudflare's offerings can solve their unique challenges.

Handling feedback within my team involves creating a safe space where open dialogue is encouraged. I make feedback a two-way street, ensuring I also seek input from team members on my leadership. I emphasize constructive feedback that guides learning and growth, and I always celebrate successes to keep the team motivated.

To track and measure project success, I establish clear KPIs at the beginning of each project, which align with client success metrics. I also conduct regular check-ins and post-project evaluations, utilizing customer satisfaction surveys to gather insights on performance against expectations.

In my previous role, I implemented a new customer onboarding process that formalized training sessions and check-in points. This shift improved our customer satisfaction scores significantly by ensuring clients felt supported and well-informed, which ultimately led to increased retention rates.

As a Director of Professional Services, I expect my team to uphold a high standard of communication, collaboration, and innovation. I encourage them to take ownership of their roles, continuously seek learning opportunities, and prioritize client success, all while supporting each other towards achieving our goals.

I stay current with industry trends by dedicating time to read relevant publications, participate in webinars, and engage in networking opportunities. Additionally, I encourage my team to share informative articles and insights during team meetings, fostering a culture of learning and adaptation to industry changes.