Senior Engagement Manager, Professional Services

Available Location: Austin, TX
Senior Engagement Manager - Professional Services
Overview:
We are seeking a highly motivated and experienced technical Engagement Manager to join our growing team. The Engagement Manager leads strategic Professional Services engagements, partnering with sales and go-to-market teams to drive major deals, shape value-driven service offerings, and accelerate customer success while managing delivery excellence, partner enablement, and financial performance across complex, high-impact initiatives.
Responsibilities Professional Services Major Deal Pursuit:

• Work with the PS Leadership Team to develop a high-performing culture that emphasizes strategic, early Professional Services Engagement, uncovering the issues clients are looking to solve and formulating strategic holistic services packages including partner services that scale to accelerate Time to Value, client success, innovation, and continuous improvement.
• Partner with GTM Leadership including the Partner Team to drive major deal reviews, early engagement of services, value selling of services
• Act as an evangelist for services, supporting sales efforts, running GTM Enablement Programmes for Services and Solution Selling. Formulate Customer Value Stories to convey the value of Professional Services to our CF GTM Team, our Customers and our Partners
• Be accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization
• Establish and execute on a partner delivery strategy with the Professional Services Leadership Team
• Continuously improve Service Offerings with Leadership to improve time-to-value, customer satisfaction and on-time project completion
• Drive the transformation of the services team to delivering business value led customer engagements
• Align and partner with key sales leaders on services go to market strategy
• Ensure the sales team is continuously enabled and coached on the value of professional services capabilities and key value-metrics
• Participate in Cloudflare product and sales strategy conversations that would impact services capability and services sales opportunities
• Contribute to strategic account and regional growth plans
• Define the initial professional services direction to ensure customer success and satisfaction, by ensuring the professional services team is engaging with a customer's key stakeholders such as C-level, VPs, enterprise architects, engineering/design managers, program managers
• Develop strong executive relationships with delivery partners as well as building customer awareness of delivery partner capabilities

Project Delivery & Strategy:

• Develop industry leading services to accelerate Onboarding, Adoption and Value Realization of Cloudflare's products and solutions in conjunction with Customer Success and Customer Solutions Engineering
• Create, review, and approve formal statements of work, change requests, and proposals; prepare weekly revenue forecasts

Customer Relationships & Account Management:

• Act as an evangelist for services, supporting sales efforts, and serving as an executive sponsor for strategic customers
• Create thought leadership content and deliver customer-facing presentations to promote Cloudflare's professional services

Cross-Functional Collaboration:

• Assist in developing and managing the partner strategy and ecosystem in partnership with our Channel team to maintain a network of certified partners that deliver Cloudflare Services with consistent quality
• Contribute towards the Cloudflare Community and collaborate on Automation, AI and Digital Programmes with XF stakeholders from Customer Success and Customer Solutions Engineering
• Process Improvements: both internal as well as collaborating cross functionally to drive improvements relative to Customer Engagements and Customer Experience

Requirements

• 12+ years experience in Commercial roles within Professional Services, Consulting, or Project Management teams ideally with a focus on Cyber Security
• Proven experience in subscription-based business models, delivering SaaS solutions.
• Track record of partner delivery enablement and effective collaboration with delivery partners.
• Understanding or even better proficiency in advanced Networking, Zero Trust, CDN, and Application Security
• Demonstrated experience in cross functional influence in a fast-paced high growth organization
• Experienced in giving and receiving positive and constructive feedback
• Able to adapt to change and pivoting to explore where the ideal opportunities lie relative to our CF Strategy
• Experience of driving wide scale change by influencing at the Executive level within the Customer
• Track record of driving strategic cross functional programmes by collaborating with peers and executives
• Strong commercial experience in formulating and positioning services as a differentiator, enabling GTM organizations on services and solution selling
• Ability to think strategically about business, products, technical challenges, driving innovation and competitive advantage
• Ability to write SOWs with the necessary rigor to protect the commercials and deliverables of the projectAct as a point of escalation for PSO Sales led activities when required
• Act as a point of escalation for PSO Sales led activities when required
• Travel - Frequent travel across AMER - Approximately 20%
• Act as the virtual Bid Office to be able to respond to ITTs, RFP, and RFIs as required

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave