Manager, Professional Services

About Keyfactor

Our mission is to securely connect the world: humans, machines, and AI. Keyfactor is the leader in trust infrastructure for AI and machines, helping the world's largest enterprises and government agencies take control of the cryptographic identities that safeguard every digital interaction. Behind the platform is a global team of people who care deeply about the work and each other. We move fast, think big, and show up for one another every day. If you're looking for work that matters and a team that brings out your best, we hope you'll trust your future with Keyfactor!

Title: Manager, Professional Services

Location: United States (Remote)

Experience: Manager Level

Job Function: Professional Services

Employment Type: Full-Time

Industry: Computer & Network Security

Travel Requirements: Up to 25% travel time required

About the position

The Manager, Global Professional Services is a people leader responsible for building, developing, and managing a team of Professional Services consultants. This role is accountable for team performance, utilization, hiring, and career growth, and for the delivery outcomes their team produces. You lead by example, make decisions with urgency, and build strong relationships with stakeholders across Sales, Support, Product, and Engineering.

Job Responsibilities

People leadership

• Manage a team of 8-10 consultants; provide mentorship, coaching, and guidance to team members, fostering a culture of accountability, ownership, and urgency.
• Lead team growth: recruit and interview candidates, onboard new team members, and deliver performance feedback.
• Coach and develop team members, building career paths and growth opportunities at each level.
• Own team training and enablement in collaboration with the technical team.

Team performance and capacity

• Own team utilization, capacity planning, and resource allocation across engagements.
• Own team-level delivery metrics (utilization, CSAT, on-time delivery) and drive project margin performance through coaching, scoping feedback, and process improvement.
• Collaborate with Finance on accurate tracking, forecasting, and reporting of project metrics.

Delivery oversight

• Provide oversight of the team’s project portfolio, removing blockers and coaching consultants through complex engagements
• Serve as the primary escalation point for customer and internal issues, providing guidance and resolution.
• Conduct regular project reviews, root cause analyses, and retrospectives to drive improvement.
• Support scoping and change order discussions as needed, working with Sales and PS leadership.

Cross-functional and organizational impact

• Partner with Customer Success and Support to ensure customers are well supported across the lifecycle.
• Lead or contribute to internal projects that improve Professional Services processes and tooling.

Minimum Qualifications, Education, and Skills

• Bachelor's degree in a relevant field such as Computer Science, Information Technology, Business Administration, or equivalent experience.
• 5-8+ years of experience in technical consulting, professional services, or MSP environments, including 3+ years of direct people management.
• Demonstrated success managing a team of 8+ individual contributors, including hiring, performance management, and career development.
• Demonstrated ability to drive performance in alignment with company goals.
• Excellent managerial and organizational skills, strong decision-making, and resource allocation.
• Strong communication skills in a consultative manner with customers and internal/external stakeholders.

Preferred Qualifications

• Experience with PSA software and reporting in Excel or BI tools.
• Experience in security, PKI, identity, or enterprise software.
• PMP or similar certification.
• Experience scaling a services team through a period of growth.
• Experience leading distributed teams across time zones, including contractors.

Compensation

Salary will be commensurate with experience. 

Culture, Career Opportunities and Benefits

We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas. 

Here are just some of the initiatives that make our culture special:  

• Second Fridays (a company-wide day off on the second Friday of every month minus November and December due to the Holiday schedule). Please note that this benefit is subject to change.
• Comprehensive benefit coverage globally.
• Paid Parental Leave is available to new parents. Structure varies based on regional/government requirements. In regions where government-paid leave doesn’t exist, like in the U.S., the company offers generous paid parental leave, along with comprehensive adoption and fertility support.
• Competitive time off globally.
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
• The Keyfactor Alliance Program to support DEIB efforts.
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
• Monthly Talent development and Cross Functional meetings to support professional development.
• Regular All Hands meetings – followed by group gatherings.

Our Core Values

Our core values are extremely important to how we run our business and what we look for in every team member:  

Trust is paramount.  

We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.  

Customers are core.  

We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.  

Innovation never stops, it only accelerates.  

The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.  

We deliver with agility.   

We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.  

United by respect.   

Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.  

Teams make “it” happen.  

Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.  

Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities. 

REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.

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