Forcepoint is transforming cybersecurity by focusing on what matters most: understanding people's intent as they interact with critical data and intellectual property wherever it resides. Our uncompromising systems enable companies to empower employees with unobstructed access to confidential data while protecting intellectual property and simplifying compliance. Based in Austin, Texas, Forcepoint supports more than 20,000 organizations worldwide. For more about Forcepoint, visit www.Forcepoint.com and follow us on Twitter at @ForcepointSec.
Reporting to the Sr. Manager, Program Management Office, the goal of the Manager is to provide leadership and direction to a team of project managers and manage a portfolio of projects. As a Manager within Professional Services the goal is to ensure customer success, focusing both on reactive support and pro-active services to enable the customer to successfully deploy their Forcepoint solution set. The Manager is the liaison between the customer, deployment team and the other Forcepoint internal teams during deployment. The Manager will own the relationship with the deployment team and share responsibility for their success. He/she serves as an advisor to customers during deployment through a combination of technical consulting and project management skills.
Diligently oversees the on-boarding of new implementation projects
Must have experience working directly with Enterprise Customer Support supporting Business customers
Builds and grows relationships with both Technical staff and Sr. Management from the customer team.
Collaborates with Product Management and Engineering teams in Forcepoint to communicate product improvements identified during deployment activities.
Conducts at a minimum a weekly call with each of their accounts to understand deployment status and risks.
Performs a quarterly review of the deployment team.
Owns, drives and tracks deployment team escalations with engineering and Tech Support
Contributes to the Knowledge Base based on deployment lessons learned and unique issues experienced for any of their deployments.
Works on staying current on both the technology and product fronts.
Responsible for the career progression and performance management of the assigned team
Performs other duties and projects as assigned.
Ownership of the team including training, mentoring and managing staff including capacity planning
Ability to excite & inspire your team
Ability to hire and retain top talent
Excellent verbal and written communication skills
Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures
Adaptability, flexibility and the ability to deal with ambiguity associated with working in a fast-paced environment
Education and Experience
Bachelor's degree in Computer Science, Engineering or equivalent experience.
At least 7 years in information systems environment supporting business-to-business customers.
At least 7 years of project management experience. Experience managing multiple projects in parallel a must. Working knowledge of MS Project. PMP preferred
At least 7 years experience working in a Professional Services setting
At least 4 years managing a team
Experience working with Salesforce and PSA. Familiar with billing and revenue recognition
Experienced with running large complex global programs spanning across multiple technologies, business units and time zones
Demonstrated experience in a technical customer support environment
Ability to troubleshoot technical issues at a high level to determine appropriate path to resolution.
Strong personal drive for ensuring customer success with a proactive focus.
Strong background in a dynamic, problem solving, customer service environment.
Flexibility, integrity and creative problem-solving skills.
Outstanding verbal and written communication skills.
Ability to work in a fast-paced environment with multiple projects under tight deadlines with a can-do attitude.
Ability to articulate technical issues in a meaningful way to both team and executive level management.
Must be capable of dealing confidently and professionally at the executive level with Customers.
Must be a team player and build good working relationships across all functions.
Perform resource planning in order to meet demand, hiring staff when necessary
Works with leadership to remove barriers and ensure projects are delivered on time, in budget and in scope.
Strong experience in using PMP, SCRUM, and LEAN tools and delivery methodologies to lead projects and drive change.
Advanced in Microsoft Office such as Word, Excel, PowerPoint, Visio and Outlook