Senior Manager, Services GTM - NA

Job Description

This role sits at the intersection of sales and delivery—supporting the PS face to the sales organization in North America, owning the services narrative, positioning, escalation, and ensuring that the value PS delivers is measurable and tied back to commercial outcomes.

• Partner with sales leadership to improve services attach rates and ensure PS is embedded early in key deals
• 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 causes 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 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 NA teams, aligned to operational standards and commercial targets as set by PS leadership
• Support 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 North America
• Work with PS stakeholders to develop and execute action plans for at‑risk renewals
• 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 subregional 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

• Proven experience operating at the interface of sales and professional services—not just delivery leadership
• Held previous leadership‑level role for at least five 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 Q ‑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 $150,000‑180,000 gross per year, with a total on‑target earnings range of $210,000‑250,000