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.

Requirements

• Held previous leadership level role for at least 5 years in PS, sales or both, cumulatively
• Proven experience operating at the interface of sales and professional services — not just delivery leadership
• 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

Preferred

• SaaS and EUC industry background an advantage

Benefits

• Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• Hybrid work model that balances office and remote work, with 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.
• Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• Bonuses for referring successful hires after three months of continuous employment.