Senior Services Engineering Program Manager

at Puppet, Inc. Remote, North America

Hi, I’m Trevor Rodriguez, Vice President of Professional Services at Puppet,

I’m looking for a Senior Services Engineering Program Manager to join our team to help us drive customer transformations and increase the value of Puppet technology with professional services.  As the Senior Services Engineering Program Manager, your role will be to work with the PS team to design new elements within the overall services portfolio as well as refine and manage current service products within the services catalogue. You will build and execute an implementation roadmap, and partner in the development/execution of new stand-alone services for Professional Services.  This high impact senior individual contributor role spans the functions and global reach of Puppet and is an outstanding opportunity for someone who is looking to join a growing team at an exciting time and drive value out of the gate.  We want someone who, like us, cares deeply about our customer’s success leveraging the Puppet solutions to help them meet their ever-challenging and changing business needs through the services we offer and is not afraid to roll up their sleeves and meet the challenge head on.

At Puppet our Professional Services business is a key driver to our ability to create a joint vision with our customers, helping customers reach their business outcomes and be successful with Puppet.  The services they consume to achieve this are critical to their success and, therefore, to Puppet’s success. Working closely with the VP of Global Professional Services and the other global services leadership, this role is uniquely positioned to drive the vision for our services strategy that will drive a significant YoY license and services growth as a result of customers reaching their Puppet operational goals.

Meaningful work you’ll contribute….

  • Develop services strategy for all “service only” services (ie, not embedded within Puppet products) that dovetail with the future vision of Puppet’s strategy.
  • Refresh and modify as needed existing services in the services catalogue based on the current sales volume and field feedback.
  • Develop new standalone services (sold independently of software products) in collaboration with other teams within Customer Success or beyond, such as Support, Marketing.
  • Working closely with Operations, Sales, Marketing, and Finance, build new service products taking them through a New Product Introduction process “from cradle to grave”.
  • Support the development of new services focused on DevOps, Cloud and SaaS strategies coordinating with the Service Product Manager within the Product Management group.
  • Working closely with Marketing, advise on the overall Services Marketing framework within which all services are communicated to the market.
  • Informed by the strategy, develop a near-term plan that will drive an increase in overall attach rate of services to deals and help establish the foundation for new strategic customers. 
  • Create and execute PS growth initiatives by defining the workstreams, key deliverables, owners, stakeholders and the overall timeline for owned initiatives.
  • Working closely with our Customer Success Operations team, assess current resources in the PS organization as well as supporting functions to determine resource requirements to meet the annual plan.
  • Communicate progress against the plan with executive leadership as well as key stakeholders and escalate and remove blockers along the way.
  • Support Quarterly Business Reviews or other leadership business reporting as needed.
  • Develop Professional Services continuous improvement programs looking at Tooling or Processes to drive efficiencies and effectiveness in the delivery of all services, working closely with PS technical resources.
  • Working closely with the Technical Onboarding Program Manager, ensure that all new services are well understood by the Professional Services team.
  • Working closely with the Sales Enablement team, ensure that new services are launched in such a way to have maximum reach and sales potential. 
  • Ensure a robust mechanism is in place for field feedback on all services with an aim to continuously improve the services we deliver.

You are… 

  • A problem solver.  You don’t give up easily and love to find creative ways to solve challenging problems.
  • Excellent at getting cross-functional teams to come together to drive impactful outcomes.  You gain consensus and people know you respect their time and the work they are doing is important.
  • Optimistic and not scared to try something new.  You appreciate that pushing yourself out of your comfort zone usually leads to successful outcomes. 
  • Willing to have an opinion and speak your mind. We need a strategy leader.
  • Inspired by ideas but driven by data. You backup your ideas with thoughtful research.
  • Not politically driven and your work speaks for itself.  You don’t ask for praise but very often given it due to the quality of your work.
  • Aspire to have meaningful and visible impact our customers, prospects and our business
  • Creative yet have an eye for detail. Inspired by ideas but want to roll up your sleeves and see the product of your work come to life. You are a DOER.

Valuable experiences and skills you’ll bring to Puppet

  • Analytical approach to solving complex problems. Very strong in using data and data tooling (Google sheets, Salesforce, Tableau, Looker, other reporting tools).
  • Solid global understanding of the multi-cultural business differences between the main regions of the world. 
  • Proven track record of building a strategy to drive either product or services-led growth.
  • Proven examples of having brought a new service(s) or product(s) to life from concept to implementation and beyond.
  • Experience driving process or tooling improvements.
  • Experience and preference working in a strategic senior individual contributor role.
  • Led cross-functional initiatives where you have had to build consensus and lead without directly managing resources on the project team.
  • Ability to effectively communicate at all levels of the organization from CEO down via all modes: email, google docs/slides/sheets, in person etc...

Bonus, but not required (shout about it in your application if you have experience):

  • Strategy consulting experience
  • Having worked in more than one region previously will be a strong asset.

We are hiring at various experience levels and we’re particularly interested in having a diverse team with a broad set of skills and viewpoints. If this seems like your dream job, but you’re not sure if you qualify, apply anyway!

*Covid Vaccination Requirement for US employees

In the U.S., Puppet employees are required to have proof of vaccination for COVID-19. The Centers for Disease Control and Prevention (CDC) defines “fully vaccinated” as two weeks after the second dose for Pfizer and Moderna, and two weeks after the single dose of Johnson & Johnson. Puppet will require proof of vaccination and consider requests for exemption from this requirement during the post-offer pre-employment phase as a reasonable accommodation for medical reasons or sincerely held religious beliefs where the accommodation would not cause Puppet undue hardship.

*Visa Sponsorship

Please note, this position is not eligible for visa sponsorship.

About Puppet

Puppet’s core mission is to eliminate soul crushing work. We created the industry standard for managing infrastructure as code. And we didn’t stop there—our product portfolio has grown to help organizations automate across their entire software delivery lifecycle. With more than two-thirds of Fortune 100 companies using Puppet’s open source or commercial products, our code is helping power thousands of organizations across the world.

As the industry leader in DevOps solutions, we realize that our success is a collective effort; all made possible by the incredible people working here, our customers, partners, and Puppet community. Our culture is built on positivity, diversity, inclusivity and support—and we seek people who are resilient, entrepreneurial-minded, team players who continually strive to be incrementally better every single day. In our work together we aim to be curious, accountable, empathetic and, above all, collaborative. If this sounds like the environment you’d thrive in, why not say hello?

Learn more about Puppet by checking out the values we live by and the awesome benefits and perks we offer employees!

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact +1-877-575-9775 for assistance.

 

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PM16

An equal opportunity employer

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 877-575-9775 for assistance.

Staffing agencies: We do not accept unsolicited resumes. If you are not an approved Recruiting Partner and have not been approved to submit candidates for specific positions, we will not accept your submission. If you submit anyway, we will consider it a gift, free of charge! If you are interested in becoming an approved Recruiting Partner, please call us at 877-575-9775.

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