Plan to Accelerate Tines' Professional Services Engine

A strategic blueprint for standardizing service offerings, driving customer adoption, and improving team utilization, based on my track record of reducing Time-to-Value.

Metrics Offerings Plan Full Pager Meeting

Key Professional Services Metrics

I am a metrics-driven leader who believes in Soundness.

Here are four key outcomes I have delivered in past roles that I am confident I can own and replicate at Tines right away:

Time-to-Value Monitor Icon

Time-to-Value

<30 Days

Average implementation timeline

Success Story

Reduced customer onboarding from 60 to 27 days

(55% improvement)

Utilization Rate Stones Icon

Utilization Rate

85%+

Team efficiency target

Success Story

75% billable utilization across globally distributed teams

(30% improvement)

Forecast Accuracy Target Goals Icon

Forecast Accuracy

90%+

Resource planning precision

Success Story

92% forecast accuracy in capacity planning

3-8 weeks ~≤10% MAPE

Customer Satisfaction FAQs Icon

Customer Satisfaction

4.8/5

CSAT score target

Success Story

96% Customer satisfaction rate

(125% on-budget delivery)

CSAT Box Icon

Revenue Impact

~$10M

Client satisfaction rate

Success Story

$6M+ in professional services revenue

35% expansion revenue through CS/CX partnership

Operational Excellence PS Icon

Operational Excellence

7.7X

Accelerated time-to-productivity

Success Story

87% reduction in engineer onboarding time

40% improvement in deployment velocity

Automation Impact Admin Hierarchy Icon

Automation Impact

65%

through automated PS workflows and tooling

Success Story

25% operational efficiency gains for engineers

45% operational efficiency gains for management

Global Coverage Transparency Icon

Global Team Leadership

24/5

Professional Services

Success Story

50+ Engineers

Across 3 continents; NA, EMEA, APAC

Three Repeatable Offerings

Standardized Service Offerings I'd Launch at Tines

1 of 3
Rapid Security Response Pack
Duration: 2 weeks
Price Range: $15-25K
Target Customer: Security teams needing fast measurable automation win in phishing triage—without months of engineering.
Integrations Used:
SIEM (Splunk/Microsoft Sentinel/Chronicle)
Email Gateway (O365/Google Workspace)
Ticketing (Jira/ServiceNow)
Threat Intel (VirusTotal/AbuseIPDB)
Success Criteria:
First alert processed through automated Story within 10 days.
≥50% reduction in median manual triage time
≥2 analysts demonstrate adding a new intel step and editing a Page

Key Deliverables

  • Running Tines Story (with forks) + environment secrets
  • Analyst App (Page), Cases project, and Dashboards
  • Ops runbook: add a new intel check, change thresholds, rollback plan
  • KPI baseline vs 30-day measurement
  • 2-hour Enablement + Tines University Path
Identity Lockdown Jumpstart
Duration: 3 weeks
Price Range: $30-45K
Target Customer: IAM/SecOps teams that want a safe, auditable, human-in-the-loop path to quickly contain suspicious identities and standardize 'disable user' across tools.
Integrations Used:
Identity (Okta/Azure AD/OneLogin)
SIEM (Splunk/Sentinel)
Collaboration (Slack/Teams)
ITSM (ServiceNow/Jira)
Enrichment (IPInfo/MaxMind/ThreatConnect)
Success Criteria:
Suspicious login workflow live (end-to-end)
≥70% alerts auto-triaged without manual review (policy-driven thresholds)
hands-on lab on Actions + Prompts/Pages

Key Deliverables

  • Adapted Tines Story (approval-gated disable) + branching logic with env-specific credentials
  • Prompt/Page for approver flow + Slack/Teams message template
  • Containment pack: Entra disable + revoke sessions; optional Okta disable
  • ITSM integration: Jira/ServiceNow ticket creation/updates
  • Runbook + 3-hour workshop (+ optional Tines University path)
Cloud DLP & Data Protection Suite
Duration: 4-5 weeks
Price Range: $50-70K
Target Customer: Enterprises with multi-cloud object storage (AWS/Azure/GCP) that need consistent detection, policy-based remediation, and audit-ready reporting for sensitive data at rest.
Integrations Used:
Cloud Platforms (AWS/Azure/GCP APIs)
DLP Tools (Nightfall AI/Cloud-native DLP)
SIEM (Splunk/Sentinel)
Collaboration (Slack/Teams/Email)
Ticketing (ServiceNow/Jira) - Data Classification (custom Actions)
Success Criteria:
Monitoring active across ≥3 cloud storage platforms with findings flowing into Cases & Dashboards
< 30 min detection→remediation for PII exposure (policy-matched paths auto-lockdown)
90-day historical trend reporting available (Macie export config + Tines Records retention strategy)

Key Deliverables

  • Working Tines Stories integrating selected DLP engines
  • Cases/Records schemas + Dashboards with KPI pack
  • Pages/Prompts analyst app and chat templates
  • Remediation policies (quarantine + access lockdown patterns)
  • Runbook (playbooks, failure handling, rollback) + 2-hour workshop

Accelerating Tines Time-to-Value

My First 90 Days as Senior Manager, Professional Services Engineering

90 day plan document

90-Day Strategic Plan Document

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