Senior Manager, Services GTM - NA

Nexthink•Boston, MA

12d•Hybrid

About The Position

This role sits at the intersection of sales and delivery — that is the PS face to the sales organisation in North America. What sets this role apart from a conventional PS leader is its explicit mandate to own the services narrative with sales: driving gold-standard positioning, acting as the structured escalation point for the sales org, and ensuring that the value PS delivers is visible, measurable, and tied back to commercial outcomes. As a leader, you will be responsible for providing quality oversight, coaching, and accountability — while also engaging directly as a senior practitioner on key deals and escalations. They are equally comfortable in a QBR presenting escalation trends as they are coaching individuals through a complex delivery challenge.

Requirements

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

Nice To Haves

SaaS and EUC industry background an advantage

Responsibilities

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

Benefits

fully paid health, dental, vision for self and/or family
unlimited PTO
11 company-paid holidays
3 extra days for volunteering
Hybrid work model that balances office and remote work
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
401(k) plan featuring up to 4% company matching contributions, vesting immediately
Bonuses for referring successful hires after three months of continuous employment