Director, Expert Services

AppOmni is leading the cybersecurity and AI revolution. We created the category called SaaS security posture management (SSPM). And now, over 25% of the Fortune 100 and many global companies are using our platform to overcome challenges such as SaaS application attacks, sensitive data exposure, insider threats, and so much more. Our mission is to prevent SaaS data breaches by securing the applications that power the enterprise.

The Director, Expert Services is a critical leadership role, with full P&L ownership, responsible for building and managing AppOmni's OmniWatch services function. OmniWatch encompasses AppOmni's comprehensive suite of professional and managed security services designed to reduce sales cycles, accelerate product adoption, reduce customer time to value all while generating meaningful recurring revenue for the business. This role requires a strategic thinker with a strong technical background in SaaS security, proven experience in building and scaling services teams, and a passion for delivering exceptional customer experiences. The Director will play a key role in growing AppOmni as a trusted advisor and leader in the SaaS security space, including representing the company through thought leadership and industry engagement.

What You'll Do:

Service Strategy, Development, & Financial Planning:

• 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.

Service Delivery, Operations, & Financial Performance:

• 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.

Customer Success & Relationship 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.

Team Leadership & Management:

• 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 contribu