Head of Customer Service (Remote)

Trellix · Remote, United States

Job Title:

Manager, Professional Services (TS/SCI Or Higher Required) About Trellix
Trellix is a global cybersecurity leader helping organizations build cyber resilience for the AI era. Combining AI-native security, operational threat intelligence, and automated detection and response, Trellix provides defense-grade protection at machine speed across on-premises, air-gapped, operational technology, hybrid, and cloud environments. Trellix helps customers anticipate threats, scale effective security operations, maintain business continuity, and adapt their security posture for the modern threat landscape. Working with a broad partner ecosystem and global intelligence collaborators, Trellix helps strengthen the collective defense against cybercriminals and state-sponsored attacks. Join our mission to scale AI-driven cyber defense alongside an AI-accelerated threat landscape, and help build a safer, more resilient future. The Federal Professional Services Manager is a key leadership role within Trellix’s Global Services Organization, responsible for directing a team of technical consultants on our U.Federal customer base. Reporting to the Director of Public Sector Professional Services, you will oversee delivery execution, operational rigor, scope management, and revenue realization across Federal Civilian (FedCiv), Department of Defense (DoD), and Intelligence Community (IC) agencies.
You will coach and lead a team of 5–10 Federal Professional Services personnel, partnering closely with Federal Sales, Customer Success, Technical Support, and Engineering to deliver complex cybersecurity deployment, custom integration, and architectural advisory services. Your primary objectives are driving billable utilization, project margin, Statement of Work (SOW) delivery, and ensuring consultant success across mission-critical agency operations.

Location: Remote, USA
Up to 50% Travel Required
People Leadership, Team Coaching & Capacity Planning
Lead, mentor, and develop a team of Federal Professional Services consultants, building a culture of technical excellence, accountability, and mission alignment.
Establish clear individual targets for billable utilization, professional development, technical certifications, and operational compliance.
Guide team members through complex technical deployments, customer escalations, and risk mitigation strategies.
Manage resource allocation, capacity planning, scope negotiations, and staffing assignments across high-priority Federal agency programs, balancing project timelines with clearance requirements.
Service Delivery, Scope Management & Financial Performance
Own the delivery performance and financial health of the Federal Professional Services portfolio, driving billable utilization, project margins, and recognized services revenue.
Ensure all technical engagements are delivered on-time, within budget, and in full compliance with active Statements of Work (SOWs) and performance specifications.
Identify project risks, manage technical blockages, and implement recovery plans.
Oversee change-order processes for out-of-scope customer requests, partnering with Sales to scope and convert expansion opportunities.
Partner with Public Sector Sales Account Executives and Solutions Engineers during pre-sales phases to scope technical engagements, write detailed SOWs, and estimate project effort accurately.
Collaborate closely with Customer Success Managers (CSMs) to ensure a seamless transition from solution deployment to long-term operational adoption and expansion.
Coordinate with Product Management and Engineering to provide direct agency feedback regarding deployment friction, product gaps, and integration needs.
Bachelor’s degree in Computer Science, Cybersecurity, Information Technology, Engineering, or a related technical/business field (or equivalent practical experience).
Professional Experience:

5+ years of experience in Professional Services, Technical Consulting, or Systems Integration within enterprise IT or cybersecurity environments.
Leadership Experience:

3+ years of direct people management experience leading technical consulting or professional services delivery teams.
Federal market (FedCiv, DoD, IC) and the operational dynamics of Federal IT deployment.
Deep understanding of cybersecurity architecture, platform deployments, and technical domains (Endpoint, XDR, Network/NDR, Data Security/DLP, or SIEM/SecOps).
Expertise in project management methodologies, SOW development, Firm-Fixed-Price (FFP) and Time & Materials (T&M) contract structures, and Salesforce.
Leadership & Security Clearance
Cross-Functional Leadership:

Proven ability to collaborate with Sales, Product Development, and Support to remove delivery friction and scale service offerings.
S. Citizen. Active Secret, Top Secret, or Top Secret/SCI clearance (or immediate eligibility) required.
We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
Retirement Plans
Medical, Dental and Vision Coverage
Support for Community Involvement
Were serious about our commitment to a workplace where everyone can thrive and contribute to our industry-leading products and customer support, which is why we prohibit discrimination and harassment based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
At Trellix, we are committed to creating a safe and trustworthy experience for our customers, employees, and candidates. Please be aware that fraudulent recruiting activity can occur through fake job postings or impersonated communications.
Trellix conducts interviews through professional channels only and does not use text messages, instant messaging, or group chats for interviews. We will never request sensitive personal information—such as your date of birth, Social Security number, or national ID number—during the interview process.
Trellix also does not require candidates to pay fees, purchase products or services, or process payments of any kind as part of the recruiting or hiring process. And Trellix will never keep any original work authorization documents that we may be required to review during the hiring process.