Regional Delivery Manager, APJC

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine's Top Company Cultures list and ranked among the World's Most Innovative Companies by Fast Company.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us

Available Location: Singapore, or Sydney, Australia

Overview:

We are seeking a highly motivated and experienced Senior Manager 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. The Senior Manager of Professional Services will be responsible for leading a team of professionals that provide technical consulting & implementation services to customers. In 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 company's 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 company's 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