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
• Sales 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? (Back-to-Green planning and at-risk management) - Monitor the health of renewals and PS status across the North America region.