Original listing text, shown exactly as published by the company.
THE OPPORTUNITY
Black Duck is building a unified Technical Services organization — bringing together our Integrated Services and Technical Account Management capabilities under a single, end-to-end delivery motion. This is a high-impact, newly created VP role chartered to lead that transformation.
The VP, Technical Services will own the full post-sale technical journey: from onboarding and implementation through adoption, value realization, and ongoing advisory engagement. In addition to customer outcomes, this leader holds direct accountability for services monetization and margin contribution — making this both a customer-facing and a commercially driven role.
Reporting to the Chief Customer Officer, the VP will serve as a key executive voice for services strategy, build a world-class global team, and ensure Black Duck customers achieve measurable, sustained value from their AppSec investments.
KEY RESPONSIBILITIES
- 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.
EXPERIENCE & QUALIFICATIONS
What You Bring
- 12+ years in professional services, technical services, or customer delivery, with at least 5 years in a senior leadership role (Director or above) managing global teams.
- Demonstrated success building or transforming a technical services or professional services organization — including integration of previously separate delivery and advisory functions.
- Meaningful experience in Application Security, Cybersecurity, DevSecOps, or enterprise SaaS — with a working understanding of AppSec tooling (SCA, SAST, DAST, vulnerability management) and developer ecosystems (CI/CD, cloud platforms, API integration).
- Proven track record of owning a services P&L, including revenue and margin accountability, services packaging, and attach-rate growth.
- Experience leading Technical Account Management or post-sale technical advisory functions at scale, with a clear philosophy on how technical engagement drives retention and expansion.
- Strong executive presence with the ability to engage confidently with C-level stakeholders, present to boards and investors, and represent the company at customer and industry forums.
- Data-driven leadership style: comfortable defining metrics frameworks, operating cadences, and performance dashboards for a complex, multi-functional team.
Preferred Qualifications
- Experience in an AppSec or developer security platform company, or adjacent enterprise security/DevOps SaaS business.
- Prior experience managing a globally distributed services team across North America, EMEA, and APJ.
- Familiarity with services automation, digital delivery models, and AI-augmented customer engagement programs.
- Relevant professional certifications (CISSP, CISM, PMP, ITIL, or equivalent).
- Bachelor's degree in Computer Science, Engineering, Information Systems, or a related technical field; MBA or advanced degree preferred.
Black Duck is an equal opportunity employer. We consider all applicants for employment without regard to race, color, national origin, religion, sex, gender identity or expression, age, disability, sexual orientation, veteran or military service status, or any other characteristic protected by applicable law. Black Duck complies with all applicable laws prohibiting employment discrimination in every jurisdiction where it operates and provides reasonable accommodations to individuals with disabilities in accordance with applicable law.
