Senior Manager, Expert Services

Summary

Join AppOmni, a leader in SaaS security posture management, as the Senior Manager, OmniWatch. This critical leadership role involves full P&L ownership of AppOmni's comprehensive suite of professional and managed security services (OmniWatch). You will spearhead the strategic development and implementation of OmniWatch services, collaborating with various teams to define offerings, optimize delivery, and manage costs. The position requires a strategic thinker with a strong technical background in SaaS security and proven experience in building and scaling services teams. You will oversee service delivery, manage a team of security professionals, and build strong customer relationships. This role also includes responsibilities for team leadership, recruitment, and driving AppOmni's thought leadership presence.

Requirements

• Proven experience (7+ years) in building and leading professional and/or managed security services teams in the SaaS or technology industry
• Deep technical understanding of SaaS security architecture, principles, and best practices, with a strong preference for experience with leading SaaS platforms (e.g., Salesforce, Microsoft 365, ServiceNow, Workday, or other leading platforms)
• Excellent customer-facing and communication skills, with the ability to build rapport and trust with diverse stakeholders, including C-level executives
• Demonstrated ability to lead and manage high-performing technical teams, fostering a collaborative and results-oriented work environment
• Strong analytical and problem-solving skills, with a focus on customer outcomes
• Experience with project management methodologies and tools
• Self-motivated and adaptable to fast-paced, dynamic environments
• Bachelor’s degree in Computer Science, Information Technology, or a related field

Responsibilities

• Spearhead the strategic development and implementation of AppOmni's OmniWatch services, collaborating closely with Sales and other key functions to define service offerings, optimize delivery models, establish competitive pricing, forecast revenue, and manage costs to achieve P&L targets
• Execute impactful go-to-market plans
• Conduct market research and competitive analysis with Marketing to identify opportunities and develop innovative service offerings that address customer needs and align with AppOmni's product roadmap
• Develop and maintain service documentation, methodologies, and best practices to ensure consistent, high-quality service delivery
• Collaborate with Customer Success, Product, and Engineering teams to provide feedback and influence product development based on customer insights and service requirements
• Develop and manage the annual budget for the OmniWatch services function, including revenue projections, expense planning, and profitability analysis
• Oversee the end-to-end delivery of AppOmni's professional and managed security services within the OmniWatch portfolio, ensuring projects are completed on time, within budget, and to the highest quality standards
• Monitor project profitability and take corrective action as needed
• Manage a team of security consultants, engineers, and project managers, providing leadership, mentorship, and guidance to foster a high-performing and collaborative work environment
• Develop and implement operational processes and tools to optimize resource allocation, track project progress, and ensure efficient service delivery
• Establish and monitor service performance metrics (KPIs) and financial metrics (e.g., gross margin, utilization) to measure effectiveness, identify areas for improvement, and drive continuous improvement initiatives
• Regularly report on financial performance to senior management
• Build and maintain strong relationships with key customer stakeholders, acting as a trusted advisor, implementor, and advocate for their SaaS security needs
• Proactively engage with customers to understand their business objectives, security challenges, and desired outcomes
• Ensure customer satisfaction with AppOmni's OmniWatch services, address any concerns or escalations promptly, and implement measures to improve service quality and customer experience
• Identify and pursue opportunities for service upsell and cross-sell within the OmniWatch portfolio to expand existing customer relationships and drive revenue growth in alignment with P&L objectives
• Recruit, hire, onboard, and retain top talent for the OmniWatch services team
• Foster a positive and collaborative team culture that values innovation, customer focus, and continuous learning
• Provide ongoing coaching, mentoring, and professional development opportunities to team members
• Conduct regular performance reviews, provide constructive feedback, and recognize and reward individual and team achievements
• Manage team resources effectively to ensure optimal utilization and profitability
• Drive AppOmni's external thought leadership presence by speaking at conferences, writing industry articles, and contributing to thought leadership (i.e. blogs, whitepapers, etc.)

Preferred Qualifications

• Experience with AppOmni's SaaS Security Management Platform
• MBA or relevant Master’s degree

Benefits

• Working remotely
• New hire home office / computer equipment stipend
• Generous paid time off
• Paid company holidays
• Paid floating holidays
• Paid parental leave
• Paid sick time and paid family leave for applicable states
• Health insurance - medical, dental, and vision with HSA option
• LifeWorks Employee Assistance Program
• Company-provided life insurance
• AD&D
• STD/LTD and additional supplemental life insurance options
• 401(k) and Roth retirement saving accounts
• A monthly wellness benefit reimbursement
• Base Salary: The annual base salary compensation range in the U.S. for this role is: $190,000 - $225,000 USD
• Stock Options
• Incentive Pay: We offer performance-based on-target variable compensation of $50k and additional multipliers