Team Lead, Managed Updates, Professional Services

United States (Remote)

Full Time Senior-level / Expert
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Team Lead, Managed Updates, Professional Services

This position can be remote and based anywhere in the US.

About Pantheon

Pantheon is the only WebOps platform built from the ground up for agility. We help our customers win, where the digital experience starts and matters most - their websites. We empower teams of developers, marketers, and IT professionals to focus on delivering business results while Pantheon handles uptime, performance, scalability, and security. We are the fastest growing Drupal and WordPress platform in the world, powering over 300,000 sites and serving billions of pages every month.  Happy customers include some of the most recognized names in high tech, higher education, and NGOs, such as Patch, Apigee, UC Berkeley, Harvard University, Google, DocuSign, docker, and the United Nations.

With 35% of the web running open-source and significant investments in a $200 billion total addressable market, we are growing aggressively into a huge market opportunity and looking to expand our Professional Services organization.

The Role

Pantheon’s Professional Services team directly supports our largest and most strategic customers, helping them to successfully onboard onto the Pantheon platform and derive immediate and ongoing value from working with us via add-on services. 

We are looking for a US-based team lead for the Managed Updates service line within our Managed Services team. Managed Services are recurring, white-glove/concierge services. As the Lead, Managed Updates, your role will be both an individual contributor and front-line manager to ensure customers’ ongoing core and contributed module/plugin updates are implemented successfully and any escalated concerns, questions, or blockers are acknowledged, answered, and remedied as quickly and efficiently as possible. 

Cool Stuff You’ll Do

Reporting to the Manager, Managed Services, you will:

  • Act as a player/coach for white-glove services related to implementing, updating, and consulting on Pantheon’s Managed Updates service, including:
    • Personally maintain a portfolio of active customer engagements
    • Manage a team of solutions-focused consultants, each of whom maintains a constant portfolio of customers
    • Coordinate with members of the Migrations and Onboarding Services teams to ensure efficient client hand-offs and ensure a customer-first approach is maintained at all times
  • Supervise the operations of the Managed Updates service line:
    • Maintain capacity plans and manage assignment of staff to ensure appropriate allocation of workload and achievement of staff target around productivity and utilization
    • Coordinate, as needed, with outsourcing partners and vendors to manage overflow work for your service line
    • Act as an escalation point for issues that block customer success within your service line
  • Work closely with our sales and customer success teams to evaluate new and ongoing sales opportunities:
    • Promote the capabilities and strategic benefits of Managed Updates in pre-sales conversations with prospective customers
    • In coordination with Account Executives, Account Managers and Sales Engineers and the PS PMO, plan, manage and execute Proof of Value evaluations for prospective customers
    • Scope incoming service requests as required
  • Serve as a primary stakeholder for MU automated tooling
    • Drive vision and roadmap for where tools need to go to continue operating at maximum efficiency and continuous value
    • Prioritize backlog of bugs and enhancements, in coordination with external engineering squads
  • Represent Professional Services, as required, in cross-departmental meetings

What You Bring To The Table  

  • Previous experience as a Team Lead or Manager in the digital services industry (PAAS, SAAS or digital agency experience preferred)
  • Knowledge of WordPress and/or Drupal update cycles and how releases are handled
  • Understanding security announcements and their impact on customer sites
  • Demonstrable knowledge of web hosting and devops practices
  • Understanding of Content Management Systems and Open Source Software
  • An obsession with Customer Success and a natural tendency to put the customer first
  • The drive to build on previous successes but not rest on their laurels
  • Excellent written and verbal communication skills

Bonus Points For  

  • Experience managing mult-national teams across varied time zones
  • Working knowledge of common Drupal/WordPress development technologies and tools like PHP, HTML, CSS, JavaScript, git, drush, wp-cli, c/i tools, and more
  • Experience with headless websites built on top of WordPress or Drupal
  • Experience with Pantheon’s Platform or other Drupal/WordPress development/hosting platforms
  • Experience with maintaining Drupal Distributions 
  • Familiarity with the LAMP stack, caching, performance tuning, and load testing
  • Experience with continuous delivery, webops, and agile workflows 
  • Experience with automated testing
  • Experience with accessibility, security, or performance auditing
  • Experience with site and/or data migrations
  • Track record of supporting open source projects

What We Offer

We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.

  • Industry competitive compensation and stock option plan
  • Unlimited time off and sick days
  • Full medical coverage (medical, dental, vision)
  • Top-of-line equipment
  • Fun at WordPress and Drupal community events
  • Extra benefits like a stipend for reading books and your work-outs and a whole suite of paid apps for mental as well as physical health and wellbeing
  • Events and activities both team-based and company wide that inspire, educate and cultivate 

Pantheon is an equal opportunity/affirmative action employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law.

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Job region(s): North America
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