Senior Manager Services GTM - NA

• Partner with sales leadership to improve services attach rates and ensure PS is embedded early in key deals
• Partner with PS leadership to own and uphold the gold standard for service positioning across the North America. Own the commercial narrative around services in region
• Support sales on high-value or complex deals providing expert input on services scope and value proposition
• Ensure Solution Consultants and sales teams can confidently position services using the gold-standard certification framework

• Serve as the structured senior escalation point for the sales organisation at all levels.
• Ensure all escalations are recorded tracked and responded to.
• Investigate root cause in each instance and provide timely clear updates to the relevant salesperson
• Identify patterns in escalations and surface systemic issues to PS leadership for wider action.

• Work closely with PS teams to ensure that the initial value delivered is of consistently high quality.
• Ensure customer outcomes are clearly captured and communicated back to the sales team
• Supporting PS in improving the consistency and clarity of value reporting across the region

• Be able to lead and develop a teams providing coaching and performance oversight
• Set clear expectations and accountability for the NA teams aligned to operational standards and commercial targets as set by PS leadership
• Support in navigating complex customer situations protecting key relationships and driving resolution
• Collaborate with cross-functional stakeholders to align regional activities with broader business priorities

• Monitor the health of renewals and PS status across the North America region.
• Work with PS stakeholders to develop and execute action plans for every at-risk renewals
• Flagging systemic issues and patterns to PS leadership for wider action

• Lead PS representation at NA QBRs presenting escalation trends quality metrics and back-to-green outcomes
• Maintain a visible presence in subregional business reviews supporting the PS team
• Working with the PS team and sales leadership on PS pipeline visibility
• Contributing to deal strategy on key Accounts

• Supporting the sales-to-services handover process for strategic accounts
• Contributing to services scoping on high-value or complex PS engagements where required

• Proven experience operating at the interface of sales and professional services - not just delivery leadership
• Held previous leadership level role for at least 5 years in PS sales or both cumulatively
• A track record of improving services positioning and attach rates with the ability to influence deal strategy
• Experience managing a team of mid-to-senior level individual contributors with a coaching-led approach
• Strong experience in escalation management with the ability to remain calm under pressure and drive issues to resolution
• Experience delivering services to large enterprise organisations; SaaS and EUC industry background an advantage
• Strong project management expertise with a track record of overseeing complex customer-facing engagements
• Experience engaging C-level sponsors and commercial buyers
• The ability to identify systemic quality issues and translate them into actionable improvement plans
• Comfort presenting to senior stakeholders in QBR-style forums representing PS with confidence and clarity
• Excellent communication and relationship-building skills - particularly with sales leaders and account executives
  The base salary for this role is $150000-180000 gross per year with a total on-target earnings (OTE) range of $210000-250000 with a comprehensive benefits plan including fully paid health dental vision for self and/or family unlimited PTO and myriad of other benefits.

• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer) 11 company-paid holidays and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work with structured onboarding to foster connections and team integration.
• Free access to professional training platforms to explore your interests and enhance your skills.
• Up to 16 weeks of paid leave for birthing parents/primary caregivers 6 weeks for secondary caregivers.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions vesting immediately to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.

What We Do

Nexthink is the global leader in digital employee experience management. Our platform empowers IT teams with real-time visibility analytics and automation to proactively detect and resolve issues across any application device or network—before they affect employees. By shifting IT from reactive problem-solving to continuous optimization Nexthink enables more than 1300 organizations to create productive seamless and satisfying digital workplaces for over 18 million employees worldwide.

Why Work With Us

With over 1200 employees across 5 continents Nexthink operates as One Team connecting collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity inclusion and equity is second to none. We currently have over 75 nationalities working with us from all cultures and backgrounds.

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