Director of Professional Services

About Us: At , our mission is to solve cybersecurity for SMBs at scale. We believe small businesses are the engine behind innovation and growth. Understanding the challenges that our customers have enables us to design and refine scalable cybersecurity services that support a secure path to growth. This is reflected in everything we do, from the programs we build to the partnerships we have developed with companies such as Vanta, Prescient and Sumo Logic.

Role Overview: We are seeking an experienced and results-driven leader to transform our rapidly growing professional services team into a best-in-class global operation. The Professional Services Director is responsible for scaling the professional services team from a leading national player to a major global leader. This includes building reliable, repeatable delivery models, a scalable team, successfully executing new service additions and differentiated services models, ensuring high NPS scores and client retention (NRR) while maintaining a target margin of 50% or better.  This role is fully remote and can be hired anywhere in Canada.

Responsibilities:

• Leadership and Management: Provide strategic direction and leadership to the Professional Services team. Responsibility for management of personnel including but not limited to targets, team utilization, performance management, growth and development, employee relations, recruitment, and administration.
• Client Engagement: Oversee the delivery of professional services to ensure customer satisfaction and successful project outcomes. Act as the senior point of contact for key clients and stakeholders.
• Service Focus: Ensure the efficient and effective delivery of services, including implementation, consulting, and support. Develop and maintain high standards of service quality. Support sales efforts with expertise and resources as needed.
• Financial Management: Manage the financial performance of the Professional Services team, including forecasting, resource allocation, utilization and reporting.
• Resource Management: Ensure efficient capacity management (planning and control of resources) while meeting the Professional Services team's margin and revenue targets. Management of external resources, including negotiating rates, statements of work, monthly billing, and ensuring working to budget.
• Process Improvement: Continuously evaluate and improve service delivery processes, methodologies, and tools. Implement best practices to enhance efficiency and effectiveness. Identify opportunities to improve service offerings based on customer and team feedback.
• Collaboration: Work closely with other departments to ensure alignment and collaboration across the organization.

Qualifications:

• 5+ years of experience leading professional services teams
• Experience successfully scaling services teams through $5M - $10M revenue growth stage
• Strong management and leadership skills and ability to attract, retain, motivate, coach and mentor high performing teams
• Ability to plan and manage complex projects successfully, understand available resources, establish timelines and budgets, and assign tasks and areas of responsibility
• Demonstrated understanding of service delivery methodologies, tools, and best practices
• Outstanding verbal and written communication skills and ability to resolve disputes effectively

Nice to have:

• Experience with cybersecurity, governance, risk and compliance, privacy, penetration testing, cloud security or other information security fields is a benefit

Benefits:

• Competitive salary and equity options
• Comprehensive health, dental, and vision insurance, RRSP Matching
  
• Bring Your Own Device (BYOD) monthly allowance
• Flexible work arrangements
• Professional development opportunities
• Great Place to Work Certified organization