Cracow, Małopolskie, Poland
Results-driven Professional Services director with over a decade of experience at Cisco and ThousandEyes, specializing in global service delivery, customer adoption, and high-performing team development. Proven track record of scaling international organizations from 10 to nearly 50 professionals while managing service portfolios exceeding $11M annually and sustaining strong profitability with a 45% average margin. Experienced in aligning Professional Services, Sales, and Customer Success to improve customer onboarding, product adoption, and renewal outcomes. Recognized for building diverse, engaged teams, developing future leaders, and launching service offerings that rapidly became top-selling solutions.
• Leads a team of ~50 professionals (leaders, project managers and network consultants) • Owns +$11 mln services P&L • Accountable for margin, renewal support and delivery quality for all customer segments from scale to enterprise and across various industries • Accountable for high services margin – 45% average over past 3 years and 15% service penetration rates for all customer segments from scale to enterprise • Responsible for global service delivery with teams in Poland, Portugal, Mexico, US, Brazil, Japan, Australia and India • Designs and drives KPIs for product adoption and customer satisfaction, that lead to increased customer retention – 90% of customers with services renew contracts • Mentored 4 individual contributors on their path to become people leaders • Grew PS team from 10 to 50 people • Contributed to new services offer for ThousandEyes that became the best-selling package within two quarters • Fostered diversity and volunteer work – 33% of team are women and +90% of the team volunteered in 2024 and 2025 • Prepared PS team for delivery of FedRamp accounts.
• Moved to a newly acquired company by Cisco and managed two services teams • As a first ThousandEyes hire in Poland, I built a team of +20 people within one year • Managed both Support and Professional Services for whole EMEA region • Introduced Customer Satisfaction surveys in Professional Services and drove service quality improvements • Contributed to escalation process design
- Promoted from technical team lead to a people manager position within the same team. - Day to day management of 20+ engineers in highly technical customer support team - Served as a management escalation point for customers - Responsible for hiring engineers - Managed workload distribution between teams - Tracked KPIs and developed improvement plans for them
- Responsible for troubleshooting and solving customer’s issues - Responsible for issue reproduction and collaboration with engineering teams - Technical escalation point for engineers in Krakow and Amman teams - New hire onboarding and coaching - Technical content expert and author of Cisco public technical documents - Kepner-Tregoe instructor - Presenter at Customer facing conferences - Responsible for conducting technical interviews