About the Job:
The Director of Professional Services provides the strategic vision and leads service delivery for LaunchDarkly’s Professional Services Organization. The leader is responsible for developing strategies and operations to deliver best-in-class services (i.e., consulting, implementation and enablement services) to help customers accelerate their DevOps transformation. The Director of Professional Services will build and scale a services business, in an innovative, fast-moving, organization to enable customer and company success.By joining LaunchDarkly, you will work with software development teams at some of the most advanced companies across industries, including Technology, Finance & Insurance, Pharmaceuticals & Life Science, Entertainment, and more.LaunchDarkly is a rapidly growing software company with a strong mission and vision carried out by a talented and diverse team of employees.
Our goal is to help teams build better software, faster. You'll join a small team from companies like Atlassian, Intercom, and GitHub, and you'll have an immediate impact on our product and customers.
Responsibilities:
- Develop and execute strategic plans to build, implement and scale LaunchDarkly’s product enablement and consulting service packages
- Create service packages aligned to strategic, enterprise and high velocity market segments, including delivery, scope of services, collateral and pricing.
- Build and execute professional services roadmap
- Lead delivery of consulting and education to our customers, overseeing project delivery and operational success metrics.
- Accountable for services financial goals and metrics, including bookings, revenue, gross margin and utilization.
- Own operational metrics, such as time-to-value, customer satisfaction and on-time completion of projects.
- Build and scale global service operations (i.e., people, process, systems and technology) to deliver a best-in-class customer experience with effective and efficient delivery methodologies
- Act as an evangelist including selling services and building relationship with sales and product leaders
Qualifications:
- 5 to 8 years of experience managing, leading and/or delivering global professional or consulting services
- Proven experience building and leading a team of 10+ people in fast-paced, growing company
- Demonstrated experience building and scaling a professional services practice
- Experience managing technical, cross-functional professional services teams (e.g., consulting, implementation, trainers, project managers) and delivery partners
- Experience in cross-functional collaboration within CX teams, product, engineer, and support.
- Experience with software development lifecycle (i.e., SDLC), agile, DevOps, software development tools, technologies (e.g., Docker, Kubernetes), and/or cloud platforms (AWS, GCP, Azure)
- Willingness to “get your hand dirty” and drive projects within professional services team
- Enthusiastic and creative leader with the ability to inspire others
- Passionate about helping customers and have a strong sense of ownership
- Strong leadership skills with a validated ability to influence inside and outside of the organization at the highest levels.
Pay:
Target pay ranges based on Geographic Zones* for Level M4:
Zone 1: San Francisco/Bay Area or New York City Metropolitan Area: $195,000 - $229,000** On Target Earnings (OTE) includes base pay and commission
Zone 2: Boston, DC, Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Seattle: $175,000 - $206,000** On Target Earnings (OTE) includes base pay and commission
Zone 3: All other US locations: $165,000 - $195,000** On Target Earnings (OTE) includes base pay and commission
LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location.*Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas.**Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.
About LaunchDarkly:
Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature.
And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations. The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:
- Improving the velocity and stability of software releases, without the fear of end customer outages
- Delivering targeted experiences by easily personalizing features to customer cohorts
- Maximizing the business impact of every feature through the ability to experiment and optimize
- Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
- Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability
At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status.One of our company values is 'Widen the Circle'. Which means we seek out diversity of perspectives to get better results.
We understand everyone has their own unique talents and experiences. We encourage you to apply to this role even if you don’t think you meet 100% of the qualifications outlined above. We can find out together if it's the right match for your skillset.
Do you need a disability accommodation?
Fill out this accommodations request form and someone from our People Operations team will contact you for assistance.
