Lead, coach, and scale a team of consultants and engagement managers, fostering a high-performance culture centered on customer outcomes, technical excellence, and continuous learning.
Recruit, mentor, and retain top talent, building clear career paths and a services organization designed for scale.
Build a culture of force multiplication, empowering the team and partners across the revenue organization.
Oversee delivery of customer-facing engagements, ensuring quality, timeliness, and alignment with customer goals, ensuring successful delivery and adoption of the LaunchDarkly platform.
Act as an escalation point for high-profile or strategic customers, maintaining LaunchDarkly’s 'Customers on Speed Dial' culture.
Ensure consistent delivery methodologies, governance, and program frameworks across all accounts.
Design and deliver services programs tailored to Enterprise, Strategic, and Corporate customers, balancing digital-led and high-touch models.
Build structured enablement programs for internal teams and customers to accelerate adoption.
Execute strategic initiatives that evolve the Professional Services function in lockstep with LaunchDarkly’s growth trajectory.
Partner with Sales and Account Executives to grow the size and scope of Professional Services engagements.
Mentor AEs on selling services and promote a services-led sales cycle, increasing attach rates and deal velocity.
Lead scoping and discovery efforts, producing well-defined Statements of Work and adoption roadmaps.
Upskill Solutions Architects on services best practices to extend reach and impact across the field.
Define and continuously refine a pre-sales process and services rate card to ensure both customer value and profitable growth.
Collaborate with Sales, Customer Success, and Product teams to align Professional Services with broader revenue and adoption strategies.
Drive alignment between pre-sales and delivery motions for seamless customer experiences.
Partner with Product and Marketing to develop services plays, thought leadership, and scalable offerings.
Own Professional Services revenue, utilization, and margin targets, ensuring predictable and profitable business outcomes.
Drive net dollar retention (NDR) by aligning services to customer expansion, adoption, and renewal motions.
Manage forecasting, pipeline health, and delivery reporting against both short
and long-term objectives.
Establish balanced metrics to measure financial performance, attach rates, and customer outcomes.
Requirements
12+ years of experience in Professional Services, Consulting, or related roles with at least 3 years in leadership
Proven ability to design and deliver services programs within a book of business spanning Enterprise, Strategic, and Corporate accounts