About BigPanda:

BigPanda helps businesses prevent and resolve IT outages with their platform for Event Correlation and Automation, powered by AIOps. Without BigPanda, IT Ops, NOC, DevOps and SRE teams struggle with manual and reactive incident response capabilities that are badly suited for the scale, complexity and velocity of modern IT environments. This results in painful outages, unhappy customers, growing IT headcount and the inability to focus on innovation. Fortune 500 enterprises such as Intel, Cisco, United, Nike, Marriott and Expedia rely on BigPanda to prevent outages, reduce costs, and give their teams time back for digital transformation. BigPanda helps organizations take a giant step towards Autonomous IT Operations by turning IT noise into insights and manual tasks into automated actions. BigPanda is backed by top-tier investors including Sequoia Capital, Mayfield, Battery Ventures, Greenfield Partners and Insight Partners.

About the Role:

BigPanda is seeking an experienced Professional Services Director to join our growing Customer Success team. In this role, you will deliver world-class onboarding and service delivery for enterprise clients, maintain and grow a high-performing, customer-focused team of expert consultants, and partner with sales for seamless deal cycles and services revenue generation.

The Professional Services Director can be based out of our Mountain View office or remote and reports to the VP of Customer Success.

Responsibilities:

• Lead an implementation team responsible for the day to day customer onboarding and relationships driving product adoption and ongoing usage of BigPanda, while promoting customer satisfaction and advocacy.
• Leadership and direct management of a high-performing team, including hiring, development, and performance management.
• Form advisory relationships with our customer champions and ensure they realize the full value of the BigPanda platform.
• Manage regular forecast, utilization, and project health reporting and ad-hoc reporting as needed to manage and communicate risk; forecast services revenue for the region and track actuals vs forecast.
• Work proactively with Sales and help to position service philosophy, delivery and best practices related to the BigPanda platform.
• Partner with sales team in pre-sales and pitch the BigPanda onboarding methodology.
• Assist with contract review and planning as it relates to scoping, SOW creation, resource allocation and delivery planning.
• Be accountable for the delivery of BigPanda , including tracking project milestones for product development and testing activities.
• Develop, promote, market and sell Professional Services offerings and programs in partnership with Sales and Marketing counterparts.
• Work with our partnership team to continue to develop a high quality and scalable ecosystem that embrace BigPanda’s core values around our delivery methodology, while enhancing our delivery capacity, and enabling partners to deliver projects independently
• Work cross-functionally with BigPanda teams to ensure alignment such as finance, marketing, product management, sales, etc.
• Drive account growth through existing clients and assist the sales team in driving new business utilizing your business expertise.
• Deliver on time, on budget, and at a high level of quality and customer satisfaction.

Requirements:

• 6+ years of professional services leadership experience delivering to large, complex enterprise clients in a SaaS environment.
• 8+ years of professional services, implementation, consulting or related experience.
• Experience managing a high performing team, including recruiting, training, and development.
• Strong operational management, project/program management, consulting, and process improvement skills.
• Ability to navigate complex organizations to accelerate product adoption, influence collaboration, and evangelize opportunities for growth.
• Experience with working with Sales and Customer Success Managers to drive sales and adoption
• Excellent communication and presentation skills with C-level executives.
• Proven track record of forecasting and delivering on services revenue.
• Strong empathy for customers and passion for revenue and growth.

Nice to have:

• Experience with solution architecture, project management and ITSM/ITIL processes.
• Technical and programming language experience.