Director of Professional Services - EMEA

Location: UKI / London
The Director of Professional Services for EMEA reports into the Senior Director of Customer Success and Services EMEA.
Responsibilities
Leadership & Team Management:

• Strategically lead and build a team of professional services consultants, solution architects, and technical experts located in dispersed geographic locations
• Develop a high-performance culture that emphasizes client success, innovation, and continuous improvement.
• Attract and retain top talent to build a high-performing consulting team, and be the voice of EMEA PS for the leadership team.
• Act as an evangelist for services, supporting sales efforts, running GTM Enablement Programmes for Services and Solution Selling and serving as an executive sponsor for strategic customers. Formulate Customer Value Stories to convey the value of Professional Services to our CF GTM Team, our Customers and our Partners
• Be accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization
• Own operational metrics, such as time-to-value, customer satisfaction and on-time project completion
• Define Career Pathing requirements and ensure that this is clearly communicated to the team in mutual goal setting for IDPs and during Performance Management
• Monitor team performance, provide constructive real-time feedback, and support development needs
• Ensure that the Professional Services team is up to date on the latest Cloudflare product releases, industry trends and proactively proposes suggestions for continuous improvement

Project Delivery & Strategy:

• Develop industry leading services to accelerate Onboarding, Adoption and Value Realization of Cloudflare's products and solutions in conjunction with Customer Success and Customer Solutions Engineering
• Define, monitor and measure KPIs to ensure high quality delivery of consulting, education and implementation services. Achieve consistently high customer satisfaction scores and drive successful project outcomes at scale
• Ensure Professional Services Project Managers exceed expectations in successfully completing projects, managing risk, meeting revenue targets, and delivering business outcomes with high customer satisfaction
• Create, review, and approve formal statements of work, change requests, and proposals; prepare weekly revenue forecasts
• Closely manage Risk and Red Accounts with Customer Success and Customer Solution Engineering
• Resource Management

Customer Relationships & Account Management:

• Act as an evangelist for services, supporting sales efforts, and serving as an executive sponsor for strategic customers
• Create thought leadership content and deliver customer-facing presentations to promote Cloudflare's professional services

Cross-Functional Collaboration:

• Assist in developing and managing the partner strategy and ecosystem in partnership with our Channel team to maintain a network of certified partners that deliver Cloudflare Services with consistent quality
• Contribute towards the Cloudflare Community and collaborate on Automation, AI and Digital Programmes with XF stakeholders from Customer Success and Customer Solutions Engineering
• Process Improvements: both internal as well as collaborating cross functionally to drive improvements relative to Customer Engagements and Customer Experience
• Collaborate with Product Engineering and Support teams to address product challenges identified by consultants and assist in building programs executed by TAMs and PSEs to grow enterprise customers.

Requirements

• 10+ years experience in Professional Services, Consulting, or Project Management teams ideally with a focus on Cyber Security
• 5+ years of leadership experience, managing large global or regional teams cross-functionally overseeing delivery of complex software projects. Established expertise in building and scaling high performing teams achieving financial targets and ensuring operational excellence.
• Proven experience in subscription-based business models, delivering SaaS solutions.
• Track record of partner delivery enablement and effective collaboration with delivery partners.
• Understanding or even better proficiency in advanced Networking, Zero Trust, CDN, and Application Security
• Demonstrated experience in building and leading a high performing team of 25+ individuals in a fast-paced high growth organisation
• Experienced in giving and receiving positive and constructive feedback
• Able to adapt to change and pivoting to explore where the ideal opportunities lie relative to our CF Strategy
• Experience of driving wide scale change by influencing at the Executive level within the Customer
• Track record of driving strategic cross functional programmes by collaborating with peers and executives
• Strong commercial experience in formulating and positioning services as a differentiator, enabling GTM organisations on services and solution selling
• Ability to think strategically about business, products, technical challenges, driving innovation and competitive advantage.

KPIs

• Financial success for the Professional Services organization (Bookings, Revenue, Margin, Billable Utilization and Revenue by Employee)
• Delivery metrics (Customer satisfaction, on-time delivery, Customer Referenceability)
• Net Expansion increase rate for customers with Professional Services)