In today’s highly connected digital world, understanding, managing and securing the identity of individuals and things is essential to safety and success of both businesses and their customers. Billions of people connect from anywhere, use a wide variety of devices and expect a seamless yet secure experience.
The ForgeRock mission is to provide the most simple and comprehensive Identity and Access Management Platform to help our customers deepen their relationships with their consumers and improve the productivity and connectivity of their employees and partners. Our identity solution enables great digital experiences and is embedded with a rich set of security, privacy and consent features. We deliver our platform through both cloud services and on-premises software.
Our customers are some of the biggest companies, organizations, and even countries in the world. On any given day, it’s likely that the ForgeRock Identity Platform helped keep your data safe, gave you access to stuff, and supported trusted relationships between you, companies and the devices you were using.
ForgeRock is headquartered in San Francisco, but we are a global company with offices in the following cities: Vancouver, WA; Austin, TX; Munich, Germany; London & Bristol, UK; Grenoble & Paris, FR; Oslo, NO; Singapore and Sydney, Australia. Please read more about us at forgerock.com or follow ForgeRock on Twitter at http://www.twitter.com/forgerock.
As a Deployment Support Services (DSS) Senior Manager you will be responsible for a team of Technical Consultants (TCs). The TCs provide technical leadership, mentoring, and guidance to our customers and partners on the best practices for deploying the ForgeRock Identity Platform. (ForgeRock Cloud platform implementations are carried out by the TCs. ForgeRock implementations in the customer’s own environment are carried out by System Integrators and other implementation partners while TCs provide mentoring support). The TC team needs coordination, training and support to interact with different customers, at different locations, in different stages of implementations, and using different parts of the platform. As the head of the team, you are responsible for ensuring the services are delivered effectively, in a timely manner, and to the highest standard.
The DSS Senior Manager will work closely with the Sales, Cloud Deployment and Customer Success teams to help ensure customer success across the company and customer base.
What you’ll be doing:
Process Development and Management
Perform leadership role in building and maintaining a strategic relationship of assigned accounts leveraging the TCs assigned to them.
Perform in a leadership role with responsibility to help shape the strategic direction of the ForgeRock Global Services practice.
Identify, design and implement creative business solutions to continually improve ForgeRock’s methodology and approach.
Develop processes and assets which improve the scalability of the group and company best practices.
Resolve any issues raised by the team or internal stakeholders.
Produce monthly operational reports for management.
Work with the VP of ForgeRock Deployment Support Services to assess new service offerings supporting the growth of the organization and evolving needs of the customers.
Maintain business terms for engagement contracts and drive negotiations.
Leverage your individual subject matter expertise to help shape the direction of projects and educate internal and external audiences on best practices.
Define and implement staffing and organizational design strategies that maximize customer satisfaction, team productivity, and cost effectiveness.
Recruit, hire and retain world class talent and ensure the successful and rapid onboarding of new team members into their roles.
Conduct performance management process for all direct reports, recognizing success and immediately addressing issues.
Manage resources to focus them where they create the most enterprise value.
Build a leadership team that will foster a culture which encourages deep customer commitment, intellectual curiosity, critical thinking, and a tenacity for making customers successful.
Provide team with updates on company strategy and progress.
Build an executive relationship with the customer executive team
Ensure we are delivering best-in-class deployment services to our customers and partners, driving them to maximize the value of our platform.
Articulate value proposition to clients, prospects, partners and market stakeholders.
Be the customer facing escalation point when needed.
Build a team of domain experts whom customers consider to be trusted advisors.
Define service offerings which drive customer success.
Deliver DSS presentations to clients/prospects either in person or via web-based tools.
Create and maintain opportunity-specific product presentations and collateral.
Work with the other parts of the organization in order to provide the best possible solution and proposal for a client's requirements.
Participate in business requirements review with customers/prospects.
Provide input to appropriate sections of Requests for Proposal and Requests for Information.
Build rapport with key client stakeholders and decision makers.
Review team progress to ensure client's goals are being addressed and in compliance with professional standards.
Cross-Functional Team Work
Develop strong relationships and communication channels with engineering, product management, marketing and sales teams to facilitate information sharing and collaboration.
Ensure great communication with the Support and Sustaining, and the Customer Success team to provide a cohesive ForgeRock customer experience.
Maintain and oversee Accredited Delivery Partner relationships for those external partners leveraged in delivering ForgeRock packages / hours or Identity Cloud onboarding to our customers.
Provide feedback on client/prospect requirements to Sales on a regularly scheduled basis.
Ability to develop relationships and engage in strategic conversations with other ForgeRock executives.
If you find yourself checking off most of the below, this could be the position for you!
Bachelor’s / Master's degree or related experience.
Experience managing the lifecycle of software delivery and cultivating executive level relationships.
Project / program management experience (delivering/overseeing project delivery teams).
Experience leading technical implementation teams.
Experience working within a distributed team across multiple time zones.
Proven track record of success driving client satisfaction and account growth.
Experience working within the ForgeRock ecosystem or other similar IAM platforms required.
Excellent written and oral communication, presentation and customer service skills.
Ability to adapt and find comfort in dynamic situations.
Be a team player with strong interpersonal skills.
Experience managing relationships with partners.
Proven ability to motivate and lead large teams.
Availability to travel up to 30% of the time.
Life at ForgeRock:
We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day.
Here are just a few of the things that make ForgeRock special:
- A company culture that empowers you to do your best work.
- Employee Resource Groups that create a sense of belonging for everyone.
- Regular company and team bonding events.
- Competitive benefits and perks.
- Recognition programs that reward employees with meaningful experiences.
- Global volunteering and community initiatives
ForgeRock is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.