Black Duck Software, Inc. - Vice President Technical Services

• End-to-End Technical Services Leadership • Define and own the operating model for the unified Technical Services organization, integrating implementation delivery and technical account management into a seamless customer experience. • Lead all phases of the customer technical journey: onboarding, implementation, adoption, value realization, and continuous advisory services. • Build and execute a scalable, repeatable delivery methodology across customer segments (SMB, Commercial, Enterprise, Strategic/Federal). • Establish clear role boundaries, handoff protocols, and engagement models between Technical Services, Customer Success, and Support. • Champion a "get the job done for our customers" mindset across the entire organization. • Implementation & Program Services • Ensure rapid, high-quality technical onboarding that accelerates time-to-value and drives long-term product adoption. • Oversee project management, regional services management, and program services functions responsible for implementation of Black Duck's AppSec platform. • Drive engineering-led delivery standards, solution architecture guidance, and integration best practices across CI/CD pipelines, cloud platforms, and developer tooling. • Build scalable delivery infrastructure: reusable playbooks, templates, automation, and tooling that improve deployment velocity and quality. • Establish KPIs for implementation success, including deployment velocity, integration reliability, technical readiness, and time-to-first-value. • Technical Account Management & Adoption • Lead the Technical Account Manager (TAM) function responsible for sustained product adoption, health management, and renewal readiness across the customer base. • Own adoption frameworks that translate product deployment into measurable business outcomes and security posture improvements. • Drive proactive health checks quality, renewals readiness, and post-implementation technical advisory engagement. • Develop a structured "Assess–Collaborate–Execute" methodology for adoption that is repeatable and scalable across the global book of business. • Partner with Customer Success Managers to maintain account health signals and respond to risk before revenue is impacted. • Serve as executive escalation point for complex technical challenges, ensuring resolution velocity and customer confidence. • Value Realization & Business Outcomes • Establish a rigorous, outcome-based services model that connects technical delivery to customer-defined business objectives. • Lead Value Engineering and Architecture functions to develop business value assessments, ROI frameworks, and customer-facing outcome metrics. • Ensure every customer engagement is anchored to clear, measurable success criteria aligned to their AppSec program objectives. • Contribute directly to Customer Business Reviews (CBRs) and executive-level stakeholder engagement at key accounts. • Translate customer value delivery data into expansion and renewal signals for the commercial team. • Services Monetization & P&L Accountability • Drive the commercial performance of the Technical Services organization with discipline around revenue contribution and margin. • Own services revenue targets, utilization rates, and margin contribution across the Technical Services portfolio. • Develop and evolve the services catalog — including implementation packages, program advisory, adoption accelerators, and value realization offerings — to drive attach rates and expansion. • Partner with Sales and Customer Success to position services as a strategic component of the customer acquisition and renewal motion. • Build and manage the services P&L, reporting regularly to the CCO and executive team on performance, forecasts, and improvement initiatives. • Cross-Functional Collaboration & Executive Presence • Partner with Product and Engineering to bring field insights into roadmap prioritization and ensure product commitments are aligned to customer delivery realities. • Collaborate with Sales Engineering on seamless pre-sale-to-implementation transitions, ensuring handoff quality and success criteria fidelity. • Serve as a senior technical voice with key customers, partners, and at industry events. • Contribute to CX-level strategy discussions as a member of the Customer Experience leadership team. • Team Building & Organizational Leadership • Build, lead, and retain a global team of project managers, program managers, solution architects, value engineers, TAMs, and regional services leads. • Foster a high-performing, customer-obsessed culture grounded in accountability, continuous improvement, and technical excellence. • Invest in structured career development, technical certifications, and capability growth programs across the organization. • Drive operational rigor through clear metrics, regular operating reviews, and a data-informed management approach.