Director of Professional Services at JumpCloud

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All roles at JumpCloud are Remote in the U.S. unless otherwise specified in the Job Description.

About JumpCloud
Do you enjoy solving challenging problems using the latest technologies within a great team? Is knowing your work will be highly visible and mission critical a key component for the next step in your career? At JumpCloud, we’re looking for best-in-class talent to help define the future of modern identity and device management from the ground up.

JumpCloud’s mission is to Make Work Happen®, providing simple, secure access to corporate technology resources from any device, or any location. The JumpCloud Directory Platform gives IT, security operations, and DevOps a single, cloud-based solution to control and manage employee identities, their devices, and apply conditional access controls based on Zero Trust principals. JumpCloud has a global user base of more than 100,000 organizations, with over 4,000 customers including Cars.com, Grab, ClassPass, Uplight, Beyond Finance and Foursquare. JumpCloud is backed by BlackRock, General Atlantic, OpenView, and Foundry Group.

About the Team

JumpCloud is adding a Director of Professional Services to our Customer Support (CS) team in the US. The CS team includes the functions of Relationship management (Customer Success Managers), transactional technical support (Customer Support Engineers), implementation and onboarding support (Implementation Engineers), customer education and technical documentation. We are now adding the function of professional services that will offer a portfolio of both entitled and paid service designed to improve customer ease of use, increase product adoption and add a new revenue driver for JumpCloud.

What you’ll be doing:

  • Reporting to and working with the CCO, lead the development of Professional Services strategy for the team and build a plan to design and build the ideal organization that consistently meets and exceeds assigned goals.
  • Lead the decision making process that will ultimately determine exactly what services will be designed and delivered as well as the roles, responsibilities and skill sets needed for each service.
  • Working with People Partner and Recruiting, design and manage new prospecting, resourcing and screening practices for the skill sets needed to deliver the portfolio of services delivered.
  • Working with People Partner and Compensation experts insure all compensation strategies support the long term security of talent on the new PS team.
  • Own the quality, efficiency (accomplishing Gross Margin goals) and customer satisfaction/referenceability of all services provided by the new team.
  • Design and build a strategy that continuously evolves the PS team to make sure the services offered and provided evolve along with the KC platform as well as customer needs.
  • Anticipate the needs of customers as they get larger, more complex and potentially move into the enterprise space.
  • Partner with leaders in our PM, PMM, sales, marketing and centralized support functions (FP&A, BSS, BI, etc.) to improve collaboration and efficiency throughout the customers life cycle.
  • Lead the identification, vetting and decision making processes around tools and technology that will be needed by the PS team.

KPI’s are TBD but may include some or all of the following:

  • High satisfaction and reference-ability
  • Measurable positive impact on Health Scores and retention
  • Hit revenue goal
  • Hit GM target
  • Expanded product adoption
  • Lower support burden

We’re looking for:

  • 5+ years experience successfully building and managing a professional services organization with P&L responsibility.
  • 3+ years experience managing professional services in a SaaS platform environment.
  • Experience in architecting and implementing integration solutions around key technologies used in and by a PS team.
  • Proven skills in relationship management with regard to mid market and upper mid market customers. (experience in the enterprise customer segment a plus)
  • Experience with SaaS solution offerings and ability to articulate and demonstrate the value of SaaS over competing architectures.
  • Strong understanding of business processes, KPI, managing goals and objectives and their use in managing a PS business.
  • Ability to evaluate and develop teams and reshape as necessary while mentoring and inspiring the individuals.
  • Ability to build and maintain strong relationships with a diverse set of internal and external stakeholders including executives at the most senior levels.
  • Ability to grasp and distinctly explain technological and business concepts.
  • Ability to lead cross functional business and technical teams to provide timely issue resolution.
  • Excellent organization, project management, time management and communication skills.
  • Willingness to roll up your sleeves and get in the trenches as needed.
  • Must work independently and deliver on detail as well as strategy.
  • Experience with Lean/Six Sigma or other disciplined process improvement methodology strongly preferred.

Preferred Qualifications:

  • Passionate about the entrepreneurial spirit and committed to help our customers.
  • A strong leader who is focused on accountability and superior professional development.
  • Can demonstrate a proven record of continuous process improvement.
  • A proven history of building and developing strong teams that raise the bar for the rest of the organization.
  • Demonstrated ability to manage and develop other high performing individuals and team members.

In accordance with the Colorado Equal Pay for Equal Work Act, the approximate annual compensation range for this role is $150,000-175,000, including base salary and any related bonuses or commissions. JumpCloud provides comprehensive benefits, including medical, dental and vision insurance, short and long term disability, life insurance and a 401k savings plan. We have an unlimited vacation policy.

Where you’ll be working 
All our roles are remote in the U.S. unless otherwise specified. Our Headquarters is in the Denver/Boulder, CO area. Once we reopen our offices you will have the opportunity to remain fully remote (in the U.S.), work from one of our office locations (CO only currently) or flex your time. 

Why JumpCloud?  
If you thrive working in a fast, SaaS-based environment and you are passionate about solving challenging technical problems, we look forward to hearing from you! JumpCloud is an incredible place to share and grow your expertise! You’ll work with amazing talent across each department who are passionate about our mission. We’re out of the box thinkers, so your unique ideas and approaches for conceiving a product and/or feature will be welcome. You’ll have a voice in the organization as you work with a seasoned executive team, a supportive board and in a proven market that our customers are excited about.

Please submit your résumé and brief explanation about yourself and why you would be a good fit for JumpCloud. Please note JumpCloud is not accepting third party resumes at this time.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • PowerShellLanguages
    • Node.jsFrameworks
    • VueFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

We are located in the business park adjacent to the Home Depot off of McCaslin Boulevard in Louisville!

An Insider's view of JumpCloud

What’s the vibe like in the office?

A key trait for us is having an open, positive mind. We believe that taking the road less travelled - or at least exercising that path - will create new, different, and interesting ideas. We ask our teams to always consider the outside-of-the-box solution to a problem and encourage them to try those creative ideas.

Aaron

VP of People

What projects are you most excited about?

Growth! JumpCloud is actively growing in Denver/Boulder and across the U.S. Attracting and engaging a diverse group of talent as we continue to expand is my main focus. JumpCloud has a strong culture of learning, so we're always looking at what we're doing and adjusting to make it even better.

Katy

Manager, People Attraction

What makes someone successful on your team?

My team members feel empowered to create, design and execute with a lot of freedom at JumpCloud. This enables them to take an active role in their career development and the development of other team members at JumpCloud.

Courtney

Manager, Learning and Development

How do you make yourself accessible to the rest of the team?

I'm available pretty much anytime via email, Slack, phone, in person. More than the communication vehicles and time, I really like to dig in on projects with our teams. By working on important issues together as just another voice or hand to help, I think that helps the team feel that I'm accessible to them and there to help.

Rajat

CEO

How do you make yourself accessible to the rest of the team?

One of the core roles in our engineering group is called pathfinder. They are constantly looking at different areas of our product and future plans and coming up with innovative new ways to achieve these. These engineers lead sessions with cross-functional teams on how to leverage their innovations for competitive advantage in the marketplace.

Rajat

CEO

What are JumpCloud Perks + Benefits

JumpCloud Benefits Overview

JumpCloud offers

Culture
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
JumpCloud employees can contribute up to $2750.00 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
JumpCloud's health insurance policy covers up to ___% of out of pocket expenses.
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
JumpCloud provides employees with a flexible work schedule that includes ___.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
JumpCloud sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
JumpCloud offers an unlimited PTO program to our team members.
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
JumpCloud hosts company outings Monthly.
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
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