Manager, Professional Services & TCX

WHY WE'RE LOOKING FOR YOU

WHO YOU'LL WORK WITH

• Solutions Architects and a Strategic Customer Success Manager on your direct team
• Sales and Sales Engineering teams to drive customer engagement, retention, and growth
• Sales, Support and Support leadership to manage escalations and ensure a seamless customer experience
• Product and Engineering teams to advocate for customer needs and provide feedback from the field
• Global Field Services leadership to drive alignment on strategy, processes, and delivery excellence

WHAT YOU'LL DO

• Lead, coach, and develop a team of customer-facing technical professionals across EMEA, with direct reporting for Services, Customer Success teams, and indirect / dotted line responsibilities for Sales Engineering and Support Engineering teams in EMEA
• Drive analytics and actions across the EMEA team on customer retention and growth, including a churn forecast and amelioration action plan, producing both tactical and strategic insights and actions
• Own the successful scoping, planning, and delivery of Professional Services engagements throughout the region
• Ensure Statements of Work (SOWs) are appropriately scoped, resourced, and executed against customer expectations
• Partner with Sales and lead the Sales Engineering team during the pre-sales process to align on business value, implementation strategy, services requirements, and customer commitments
• Act as the primary escalation point for complex customer challenges issues in EMEA
• Drive strong cross-functional collaboration between Professional Services, Sales, Sales Engineering, Support, Product, Engineering, and Customer Success
• Identify opportunities to improve regional customer outcomes throughout the customer lifecycle
• Adapt and localise global programs, processes, and operating models to support the needs of EMEA customers
• Provide visibility into regional customer health, risks, and trends to executive stakeholders
• Lead capacity planning, hiring, and organizational scaling efforts as the team grows

THE SKILLSET YOU'LL BRING

• 7+ years of experience in Professional Services, Solutions Architecture, Technical Consulting, Technical Support, Customer Success, and/or similar customer-facing technical roles
• 3+ years of people management experience, including responsibility for team performance, development, and delivery outcomes
• Experience owning and managing Statements of Work (SOWs), implementation projects, and customer delivery programs
• Strong understanding of enterprise software implementations and services delivery best practices
• Proven ability to navigate complex customer situations and effectively manage escalations
• Experience partnering closely with Sales organizations throughout the customer lifecycle
• Strong cross-functional leadership skills and the ability to influence without direct authority
• Excellent communication, stakeholder management, and executive presence
• Experience working across multiple countries and cultures within EMEA
• A bias toward action, operational excellence, and continuous improvement