Program - Project Manager - Professional Services

Available Locations: Remote, US

Program/Project Manager - Professional Services

Overview:
We are seeking a highly motivated and experienced Program manager for a Professional Services team. Responsible for leading the management and execution of the migration and implementation of Cloudflare solutions. This role requires a strong focus on project management, customer satisfaction, on time completion of projects, leading the team that provide technical consulting, implementation, and support services to customers. The ideal candidate should have a strong background in professional services, SaaS industry experience, program/project management, and customer relationship management. We believe that putting our people first, and fostering a creative, exciting, and stimulating environment is a prerequisite to achieving and surpassing our commercial goals. 

Responsibilities:

• Project manage a team of professionals that provide technical consulting, implementation, and support services to customers.
• Establish and maintain relationships with key customers, partners, and vendors to drive revenue growth and customer satisfaction.
• 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.
• Develop proposals and value propositions for Services engagements from inception through delivery for new and upgraded services
• Resolving conflict between the proposal team and other organizational units in a satisfactory manner, including engaging management as necessary
• Act as the primary point of contact for Account Executives (AEs) and Account Teams when a services opportunity is identified.
• Collaborate with internal and external stakeholders to ensure a seamless transition from opportunity identification to project delivery.
• Collect feedback and document lessons learned from completed engagements for continuous improvement.This role will be responsible for adding efficiency to our operations and enabling us to move faster and more efficiently
• Creating internal guides and external customer-facing assets that support successful Project execution.
• Developing and delivering change management planning in support of new processes and frameworks.
• Gathering valuable feedback from Executives and Account Teams that drives continuous improvement 
• Understanding and demonstrating your ability to successfully launch Projects at scale, with minimal hands-on guidance, that serves both our growing CS team as well as a large global customer base.

Desired Skills:

• Strong communication, interpersonal, teamwork, and organizational skills with superior verbal and written communication skills
• Proven ability to consistently and positively contribute in a high-paced, changing work environment with the ability to prioritize multiple functions and tasks and manage work time efficiently
• Self-directed, detail-oriented problem-solver with a burning desire to contribute to the organization's reputation and success
• Strong analytical skills including data analysis and presentation  
• Strong project management skills that can help identify and solve problems quickly with minimal management guidance.
• Leadership skills that help you lead the Project without help or support from other members of the team.
• Ability to manage several competing priorities and stakeholders while building excellent cross-functional relationships.
• Ability to engage up and down the organization (including SVP+) with confidence, poise, and gravitas.
• Highly organized and self-motivated to create and execute Project deliverables.
• Comfort in the ambiguity of changing priorities and flexibility to new ideas within a fast-paced environment.
• Strong attention to detail and craftsmanship, with a knack for prioritization and scoping
• Excellence in developing processes to enable teams to fulfill relevant needs and deliverables.
• Exceptional written and interpersonal communication skills.

Qualifications:

• Minimum of 5 years of experience in professional services, project management, or a customer-facing role.
• Proven track record of working across global stakeholders and making strategic recommendations to evolve high-profile, high-impact Projects.
• Excellent spoken and written communication as well as receptive listening skills with the ability to present to different audiences.
• Must be highly organized and possess exceptional time management skills, with the ability to effectively juggle multiple projects and deadlines
• Sound business judgment, a proven ability to influence others, analytical skills, and a proven track record of taking ownership, leading data-driven analyses, and influencing results.
• Good understanding of how the Internet works, Networking and Security, Zero Trust Services/SASE, DNS, TCP/IP, HTTP, TLS, APIs and related technologies
• Experience with Jira, Salesforce (or similar CRM tool), and a PSA tool is a plus.
• Fluency in English (written and oral) is a must. Spanish (written and oral) is a plus. Fluency in one or more additional regional languages is a plus. 

About the role:

Overview:

We are seeking a highly motivated and experienced Practice Leader for our product portfolios: Practice Leader - Application Services - Professional services to join our growing team. The Practice Leader will be responsible for: 

Responsibilities:

• Act as a product manager of professional services specifically in: Network Services; Zero Trust; and Application Services.
• Prioritizes and executes on building offerings based on alignment with strategic vision.
• Review information gathered by PS Leaders and Implementation Managers to understand offering value propositions.
• Execute on building PS offerings based on direction from Leadership.
• Builds sales collateral, scoping guidelines, project plans, delivery kits/accelerators.
• Leads effort to create and maintain selling and delivery enablement.
• Creates service offerings that are in-line with quick wins.
• Focuses on a-la-carte add-on services and packaged services targeting different customer profiles, E.g., Mid-Market, Enterprise, etc.
• Demonstrates good communication skills across the PS organization (Delivery Leaders, Engagement Management, Consulting Delivery) and Customer Success team.
• Own and launch internal and external marketing campaigns (e.g. blog posts, videos, webinars, internal enablement, presentation on worldwide field calls, regional leader calls, etc.) about new or improved offerings.
• Drive the team's comprehensive understanding of Cloudflare's platform and capabilities, including configuration, optimization, and troubleshooting, ensuring collective expertise within the practice.

Qualifications:

• Bachelor's degree in Business, Information Technology, or a related field.
• Minimum of 5 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 Prior work experience as a Product Manager, Practice Manager
• Knowledge and familiarity with the Software Development Life Cycle
• Demonstrated progressive relevant experience defining, developing, and executing training strategies, operations and action plans
• Ability to quickly understand technical concepts and explain them to customer and professional services audiences (mostly technical)
• Proven ability to effectively interact with and influence senior executives and team members
• Communication, negotiation, and interpersonal skills.
• Experienced in giving and receiving constructive feedback
• Ability to thrive in a fast-paced, unpredictable environment
• Good understanding of how the Internet works, Networking and Security, Zero Trust Services/SASE, DNS, TCP/IP, HTTP, TLS, APIs and related technologies
• Experience with Jira and Salesforce (or similar CRM tool) is a plus.
• Fluency in English (written and oral) is a must. Fluency in one or more additional regional languages is a plus.
• Hands-on experience implementing and managing content delivery network (CDN), distributed denial-of-service (DDoS) protection, web application firewall (WAF), load balancing, and other related solutions for clients across various industries.