Practice Manager - Professional Services

Position Summary

ExtraHop’s Solutions Architecture team is very different from many other consulting practices—we focus on outcomes and customer success rather than racking up billable hours. As Practice Manager on the Solutions Architecture team you’ll play a critical role in the success of our customers products and position in the marketplace. Our Architects tackle the most difficult business and technology problems across a vast array of industries and technologies and our Practice Managers are responsible for ensuring their success.

Key Responsibilities

• Collaborate with Sales teams to scope services engagements create Statements of Work and set appropriate customer expectations for delivery.

• Kick off new engagements with internal meetings client outreach. Provide engagement information to assigned Solution Architect(s) and the coordination team for scheduling project kickoff meetings and project timelines with customers and Solutions Architects.

• Manage a team of Solutions Architects and operational support staff.

• Provide guidance on day-to-day activities ongoing career development and technical learning.

• Contribute to the evolution of the service portfolio and practice by setting strategy and developing new service offerings.

• Create alignment with sales management for your region by attending regular Sales meetings / QBRs.

• Ensure appropriate levels of utilization and revenue delivery for your practice.

• Verify / validate SAs’ weekly time sheets verify project estimates and ensure appropriate audit trail (closeout documentation proof of fulfillment).

• Work with channel partners and subcontractors on enablement shadowing and knowledge transfer. Maintain enablement materials for internal and external use.

• Look for opportunities for process improvement by generating efficiencies or improving service delivery quality.

Required Qualifications

• Bachelor’s degree or equivalent experience in business computer science or information technology

• Independence motivation and desire for practice ownership

• Minimum of 5 years of experience in Information Technology particularly networking and systems administration

• Personnel management and player/coach experience

• Experience with Professional Services project scoping creation of Statements of Work and providing audit documentation

• Experience in customer-facing positions; excellent interpersonal skills

• Understanding of core networking principles (layers 2 through 4 of the OSI model) and application protocols (HTTP SQL CIFS/NFS HL7 Memcache DNS)

• Excellent written communication skills

• Work cooperatively with others within the organization and other cross-functional stakeholders.

• Work well in fast-paced high-stress environments.

• Has predictable reliable attendance.

The salary range for this role is $160000 - $180000 + bonus + benefits