Managed Services Principal
About The Position
The Managed Services Principal is a senior technical advisor and delivery leader responsible for helping strategic customers achieve measurable business outcomes through the Nintex platform. This role combines technical account management, enterprise consulting, solution strategy, reliability leadership, and customer success enablement. The role works closely with customers, Sales, Customer Success, Product, Engineering, Support, and Services teams to shape account roadmaps, improve platform health, guide complex initiatives, support renewals and expansions, and drive long-term customer value. The Managed Services Principal is expected to operate confidently with both technical teams and executive stakeholders, providing clear recommendations, structured governance, and practical delivery leadership.
Requirements
- Bachelor’s degree required, or equivalent practical experience.
- Advanced degree desirable but not required.
- Relevant certifications advantageous, including: Azure Solutions Architect Expert, Microsoft 365 Enterprise Administrator, CISSP / CCSP, ITIL Managing Professional or equivalent.
Responsibilities
- Act as a trusted technical advisor for strategic and complex customer accounts.
- Develop and own technical success plans aligned to customer business goals, KPIs, adoption targets, and renewal objectives.
- Lead customer-facing technical reviews, QBRs, EBRs, executive briefings, and roadmap discussions.
- Advise customers on governance, platform optimisation, architecture, security, lifecycle management, and best practices.
- Provide strategic recommendations that improve adoption, reduce operational risk, and accelerate time-to-value.
- Lead or oversee the resolution of major incidents, including root cause analysis, executive updates, remediation planning, and follow-through.
- Implement resilience improvements, service level objective frameworks, preventative controls, and reliability best practices.
- Sponsor post-incident reviews and ensure systemic fixes are identified and addressed.
- Partner with Product, Engineering, Support, and Services to identify cross-account trends and drive improvements.
- Help customers reduce recurring issues through better design, monitoring, governance, and operational discipline.
- Conduct advanced platform reviews, health checks, audits, and risk assessments.
- Develop long-term improvement plans across performance, security, scalability, integration, and operational supportability.
- Introduce observability, preventative maintenance, capacity planning, and performance engineering practices.
- Guide customers through migrations, redesigns, environment segmentation, upgrades, and modernisation initiatives.
- Anticipate systemic risks and recommend practical mitigation strategies.
- Partner with Sales and Customer Success on strategic pursuits, renewals, expansions, proposals, and solution design.
- Provide technical validation for estimates, effort assumptions, delivery approach, and risk.
- Support partner-led and services-led motions with technical credibility and structured guidance.
- Develop reusable materials, case studies, thought leadership, and best-practice content.
- Identify opportunities to increase adoption, improve customer outcomes, and support retention and expansion.
- Help shape managed services delivery frameworks, methodologies, standards, and reusable practices.
- Mentor engineers, consultants, and technical account managers in consultative delivery and customer engagement.
- Support regional and global consistency in delivery quality, governance, and customer communication.
- Lead delivery pods, technical working groups, or cross-functional initiatives where required.
- Act as an escalation point for complex technical, commercial, or customer-success challenges.
Benefits
- Hybrid working model
- Flexible, paid time off policy
- Employee wellness programs and counseling resources
- Meaningful peer recognition and awards
- Paid parental leave
- Invention/patenting assistance
- Community impact, paid volunteer time, and opportunities
- Intercultural learning and celebration
- Multiple tools through which to learn and grow, and an incredible global community
- 401(k) with employer match
- Twelve paid holidays
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Principal
