Senior Manager, Services GTM - NA

Company Description

Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,500 customers to provide better digital experiences to more than 25+ million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide. 

Job Description

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.

Key Responsibilities

Gold-Standard Service Positioning & Sales-Facing Leadership

• 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

2Sales Escalation Management

• 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.

Quality of Value Delivery

• 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

Team Leadership & Oversight

• 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

Back-to-Green Planning and At-Risk Account Management

• 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

Business Reviews and Reporting

• 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

Strategic & Operational Support

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

Qualifications

The successful candidate will be a credible, senior PS professional who is equally trusted by sales and delivery organisations. They will be commercially sharp, operationally disciplined, and be the bridge between the two functions. Specifically, they will demonstrate:

• 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 m