Managed Services Principal

About Nintex:

At Nintex, we are transforming the way people work, everywhere.   

As the global standard for process intelligence and automation, we're trusted by over 10,000 public and private sector organizations across 90 countries. Our customers, from industry giants like Amazon, Coca-Cola, and Microsoft, rely on the Nintex Platform to accelerate their digital transformation journeys by managing, automating, and optimizing business processes quickly and efficiently. We improve their lives through the technology we build. 

We are committed to fostering a workplace that supports amazing people in doing their very best work every day. Collaboration is constant, our workplace is fun, the environment is fast-paced, and we value our people’s curiosity, ideas, and enthusiasm. Driven by passion and accountability, we take initiative, measure progress, and deliver results. Our culture fosters innovation and problem-solving, fueled by curiosity and a commitment to thinking big. Together, we move with agility, prioritize customer needs, and build unity through empathy, leaving a positive impact wherever we go.  

About the role:

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. 

Your contribution will be: 

Customer Strategy & Advisory 

• 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.  

Issue Management & Reliability 

• 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.  

Proactive Maintenance & Platform Health 

• 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.  

Sales Enablement & Customer Success 

• 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 motion