Head of Business-Critical Services

Head of Business-Critical Services

Remote - US only

Platform9: A Better Way to Go Cloud Native

Platform9 is the leader in simplifying enterprise Private Clouds. Founded by a team of VMware cloud pioneers, we are dedicated to transforming IT operations. Our flagship product, Private Cloud Director, turns your existing hardware into a full-featured, future-ready private cloud. We innovate across what we build and how we deliver it, staying focused on a next-generation, open private cloud while holding ourselves to one standard: exceptional customer outcomes.

Enterprises are selecting Platform9 to replace legacy virtualization because it eliminates operational risk and complexity. Private Cloud Director is designed for the experienced infrastructure team, offering a familiar GUI experience for managing VMs and containers, seamless integration with your existing hardware and third-party storage, and critical enterprise features (HA/DR, scale, reliability) built-in. This enables IT teams to gain robust API control and a user experience they trust—rooted in customer obsession and an owner’s mindset.

We share context quickly and candidly to keep decisions moving.

With over 30,000 nodes in production at some of the world’s largest enterprises, including Cloudera, EBSCO, Juniper Networks, and Rackspace, Platform9 is the proven path to achieving true vendor independence and operational consistency. We are an inclusive, globally distributed company backed by prominent investors, supported by a partner ecosystem of resellers, systems integrators, MSPs, and technology vendors committed to driving private cloud innovation and efficiency.

Our values—innovation, customer obsession, ownership, radical candor, and excellence—guide how we build and support every deployment.

Head of Business-Critical Services

Platform9 customers are operating business critical private cloud infrastructure that powers their most important workloads. The Head of Business-Critical Services at Platform9 designs, builds, and scales the roles, services, and deliverables that ensure our customers are successful in those endeavors, today and in the future.

The Head of Business-Critical Services is expected to:

• Design and build the Business-Critical Service offering at Platform9, including:
  • Technical Account Management
  • Designated Support Engineer
• Design standardized, branded Platform9 Business Critical Services deliverables, including:
  • Investigation Status Reports
  • Probable Cause Analyses
  • Environmental Health Checks
  • Periodic Business Reports
• Work closely with Platform9 Professional Services and Solutions Architects to develop tools that differentiate the capabilities of Platform9 Business Critical Services.
• Work closely with Platform9 Customer Success Engineering and Site Reliability Engineering to integrate the workflows between the groups to most effectively service Platform9 Business Critical customers.
• Establish and report on metrics and KPIs that reflect the effectiveness of Platform9 Business Critical Services.
• Establish and report on a customer satisfaction evaluation methodology for Platform9 Business Critical Services.
• Set and model the highest standards of professionalism, integrity, authenticity, and service for the Business-Critical Services organization.
• Design competitive pricing strategies for Platform9 Business Critical Services.
• Collaborate cross-functionally with all roles and levels, especially senior leadership, to drive organizational growth, performance, and value realization for Business-Critical Services.
• Continuously and relentlessly drive positive behaviors, mindshare, product adoption, and outcomes.
• Evaluate, measure, and iterate Business-Critical Service deliverables for continuous convergence with customer expectations.

Working closely and collaboratively with customer stakeholders and internal cross-functional teams (Support, Engineering, Product, Sales, and Services), the Head of Business-Critical Services will ensure the organization becomes deeply familiar with each customer’s business goals, technical requirements, architecture, operational…