Department: Customer Success Location:Anywhere,West Coast Reports to: Director of Solutions Engineering and Services Summary of Role Enjoy leading technical, client-facing teams? Do you love automation and Open Source software? Excited about what Puppet is doing and want to be a part of it? Puppet Labs is hiring a Manager of Professional Servicesfor our Western Region to help drive strategic direction for the department and set the daily operations for the Professional Services (PS) Team. The PS Manager will coach our growing team of consultants and ensure we continue our tradition of delivering outstanding services to our clients. In this role, you will manage PS engagements with customers as well as manage team members, milestones, and activities. You will coordinate with peers and other departments, such as User Experience, Engineering, and Sales to collaborate on special initiatives and to formalize feedback and communication loops. You will work with the Directors of Solutions Engineering & Services and other PS Managers to help develop the roadmap for PS offerings. As Manager, your goal is to facilitate excellent Professional Services performance by coaching Professional Services Engineers, making proactive change and removing barriers to enhance productivity and satisfaction. In order to do so, the Professional Service Manager will occasionally participate in consulting engagements (10-15% of the time) in a project QA or oversight role in order to maintain Puppet Labs domain expertise to help evaluate the quality and relative significance of technical output and achievements from PS team members. Qualifications
- 3+ years of recent experience in configuration management, data center management, and systems management domains
- 2+ years experience managing and growing a Professional Services team
- Excellent leadership skills, with proven success in leading, engaging and motivating staff, as well as working effectively across departments.
- Excellent time and project management skills
- Experience generating and interpreting service delivery key metrics
- Experience supervising staff, including hiring, performance management, team building, etc.
- Professional Services experience in an enterprise software and/or open source company
- Strong customer relations & presentation skills
- Experience with Puppet or other configuration management tools
- Excitement about working with Puppet
- Joy from growing and developing staff
- Passion for problem solving
- Ability to travel up to 30% regionally and nationally
Application Instructions Please include a cover letter with your application addressing the following questions:
- Why are you interested in working for Puppet Labs?
- Please summarize how you feel your background meets the aforementioned qualifications.
- Describe your philosophy and approach for motivating, coaching and developing a Professional Services team.
- Describe your most difficult expectations setting experience with a customer and what you learned from it.
- Describe a recent or significant learning moment in a professional environment. What did you learn? How will you use this knowledge? Working for Puppet Labs
Our mission at Puppet Labs is to drive the cost of technology change to zero. We make IT automation software for systems administrators, freeing them from repetitive work and fire-fighting so they can do more interesting and higher-value work for their organizations. Our most important measure of success is their love for our products. We’re growing fast, but we’re determined for everyone here to have a real impact on the company and our customers every day. We’re driven and restless. We encourage creativity and collaboration. By challenging each other, we foster continuous improvement. We hire carefully for passion, self-motivation, intelligence, curiosity, and adaptability. We offer excellent health benefits for employees and family, a flexible time-off policy (that we do insist you use), and a variety of methods to grow your skills and further your career. We have employees all around the US, the UK, Sweden, Canada, the Czech Republic and Australia. Our headquarters in downtown Portland, Oregon, is one block off Tom McCall Waterfront Park with views of Mt. Hood, Mt. St. Helens and the Willamette River. Puppet powers thousands of companies, including Twitter, Yelp, Disney, Google, Citrix, eBay, NYSE, Cisco WebEx, Salesforce, Bank of America and PayPal. Our investors include Kleiner Perkins Caufield & Byers, VMware, Google Ventures, Cisco, True Ventures, Radar Partners, and Emerson Street Partners. Puppet Labs 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.
