Senior Manager, Services GTM - NA

Nexthink•Boston, MA

13d•$150,000 - $180,000•Hybrid

About The Position

This role sits at the intersection of sales and delivery, acting as the Professional Services (PS) face to the sales organization in North America. The primary mandate is to own the services narrative with sales, driving gold-standard positioning, serving as a structured escalation point, and ensuring the value PS delivers is visible, measurable, and tied to commercial outcomes. The role involves providing quality oversight, coaching, and accountability, while also engaging directly as a senior practitioner on key deals and escalations. The individual will be comfortable presenting escalation trends in QBRs and coaching individuals through complex delivery challenges.

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 organizations; 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

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 North America and own the commercial narrative around services in the 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 organization 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.
Support PS in improving the consistency and clarity of value reporting across the region.
Lead and develop 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 renewal.
Flag 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 sub-regional business reviews, supporting the PS team.
Work with the PS team and sales leadership on PS pipeline visibility.
Contribute to deal strategy on key accounts.
Support the sales-to-services handover process for strategic accounts.
Contribute to services scoping on high-value or complex PS engagements where required.