Professional Services Delivery Manager

at Puppet, Inc. Remote, North America

Hi, I’m Jaime Mickelson, Director of Global Professional Services at Puppet, 

I’m looking for a Professional Services Delivery Manager to lead our America’s team and to help enable our customers to reach their goals with Puppet through the services of our excellent Professional Services Engineers.

At Puppet, the Professional Services organization is pivotal to the enablement and adoption of our products by our customers. Services range from custom developed statements of work, to packaged services, to training delivery, staff augmentation services and will include SaaS enablement services in the future. 

The PS Delivery Manager is responsible for the team in America’s region and all aspects of running the business independently.

Meaningful work you’ll contribute:

  • Guide, nurture, and develop an extraordinary team of 7-10 Professional Services staff who will lead Puppet into its next phase of growth.
  • Hire new staff and onboard them to ensure they are technically the best Puppet resources for our customers.
  • Represent the customer by understanding their needs and being their champion. 
  • Meet complex scoping and pricing requirements from sales and assist in finding the best possible solutions.
  • Execute the long-term direction and strategy for Puppet PS along with peers in APAC and EMEA, taking on strategic projects to achieve our goals.
  • Provide regular individual and team quarterly performance reviews.
  • Develop and manage a sustainable, profitable model for the team
  • Negotiate with Partners to achieve a sustainable and profitable delivery model for Puppet engagements.
  • Represent the team to the rest of Puppet through presentations, training activities and regular reporting.
  • Represent the professional services to external audiences through various sales and marketing activities including customer facing meetings.
  • Provide assistance to public-facing collateral development when required.
  • Manage the professional service team in respect to milestones, activities and goals.
  • Collaborate with sales and marketing teams to promote professional services at Puppet.
  • Collaborate with sales and product teams to identify new potential offerings.
  • Develop and maintain productive relationships with the sales team.
  • Provide assistance to the sales team in selling professional services to clients when needed.

You are… 

  • The customer’s champion. We serve our customers by managing their expectations and delivering what we promise. Adept at handling any customer satisfaction escalations.
  • A player coach - someone who always supports the team first.
  • A team player—you understand enterprise sales is a challenge best tackled as a team effort. You effectively partner with your sales counterparts, ensuring the Professional Services is always viewed as a sales enabler.
  • A skilled negotiator with a knack for identifying the right solutions that best address customers’ needs and articulating the value propositions. Working with sales to achieve the right services price point.
  • A partner manager - comfortable working in a partner ecosystem environment to find the best resources for the job.
  • Self-directed. You are skilled at autonomously driving projects in a startup environment with minimal guidance and limited resources while having a ton of freedom and creativity to continue moving forward. You roll up your sleeves and drive execution and results. 

Valuable experiences and skills you’ll bring to Puppet:

  • Minimum 2 years prior Professional Services Management experience, preferably in a technology company
  • Experience working in a start-up environment with smaller, growing teams
  • Excellent communication skills, both written and oral (presentation skills)
  • Experience with Google Suite of productivity SW (or Microsoft Office) 
  • Experience with Salesforce.com (running queries, scripts, etc) 
  • Prior experience providing technical onboarding support to new Professional Services engineers

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

  • Technical/Computer Science background 

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 80% of the Global 5000 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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