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Overview of Job Function:

The Services Sales Manager is responsible for driving the growth of services revenue across the Caribbean and Latin America (CALA) region by partnering with sales teams, partners, and customers to identify, develop, and close services opportunities. This includes increasing services attachment to product bookings, advancing partner-delivered engagements, and expanding services opportunities within existing and prospective accounts.

The Manager is accountable for achieving assigned services sales targets, strengthening customer relationships, and increasing services penetration throughout the region. Success in this role requires strong consultative selling, relationship management, business development, and strategic account planning skills, along with the ability to influence stakeholders across a matrixed organization. While primarily focused on CALA, the role may provide support on select U.S. opportunities as business needs require.

Principal Duties and Essential Responsibilities:

• Own and manage services sales activities across an assigned CALA territory or portfolio of accounts.
• Partner with Account Executives and Virtual Account Teams (VATs) to increase services attachment rates on new product bookings and grow services revenue within existing customers.
• Develop and execute territory and account strategies to identify and advance services opportunities across the region.
• Collaborate with channel partners, systems integrators, and alliance organizations to support partner-led services opportunities and joint account planning activities.
• Proactively identify whitespace opportunities and create strategies to expand services penetration across assigned accounts and territories.
• Conduct customer discovery sessions and business assessments to understand customer objectives, challenges, and transformation initiatives.
• Develop and present compelling services value propositions, proposals, business cases, and statements of work.
• Build trusted relationships with customer decision-makers, executive sponsors, partner organizations, and internal stakeholders.
• Lead services-related discussions with customer executives regarding deployment strategies, business outcomes, and adoption plans.
• Partner closely with Product Sales, Consulting, Customer Success, Product Management, and Delivery teams to drive successful opportunity progression and customer outcomes.
• Analyze customer and market data to identify trends, risks, and growth opportunities and develop actionable recommendations.
• Maintain accurate opportunity, pipeline, and forecast information and provide reliable quarterly revenue projections.
• Drive compliance with established services sales methodologies, operational processes, and governance requirements.
• Stay current on Contact Center, Workforce Engagement, CCaaS, AI, and Customer Experience industry trends, particularly within the CALA market.
• Contribute to regional and global services sales initiatives, sharing best practices and supporting continuous process improvement efforts.
• Achieve quarterly and annual services revenue targets and key performance objectives.

• Support strategic U.S.-based opportunities when additional services sales expertise is required.

Minimum Requirements:

• Bachelor’s degree in a related field or equivalent experience.
• 7+ years’ experience working in a software/systems integrator/technology-related or Services field.
• Proven experience identifying, developing, and closing services sales opportunities.
• Demonstrated track record of meeting or exceeding assigned services revenue targets.
• Experience managing complex sales cycles involving multiple stakeholders.
• Strong customer relationship management skills with the ability to influence stakeholders across multiple organizational levels.
• Experience collaborating effectively with sales, consulting, delivery, partner, and customer success organizations.
• Strong consultative selling, analytical, negotiation, and problem-solving skills.
• Excellent written, verbal, presentation, and communication skills.
• Ability to present services strategies and business value propositions to executive-level customer audiences.
• Experience preparing customer proposals, business cases, statements of work, and services recommendations.
• Ability to manage multiple priorities and opportunities in a fast-paced environment.
• Ability to travel up to 20–25% of the time, primarily throughout CALA.
• Professional fluency in English, Spanish, and Portuguese required.
• Successful completion of a background screening process including, but not limited to, employment verification, criminal search, OFAC, SS Verification, and credit/drug screening where applicable.

Preferred Requirements:

• Contact Center knowledge/expertise.
• CCaaS experience.
• Experience supporting partner-led services engagements and working with channel partners or systems integrators.
• Experience supporting multinational customers operating across CALA and North America.
• 2 + years working at a top tier consulting firm.

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The Services Sales Manager is responsible for driving the growth of services revenue across the Caribbean and Latin America (CALA) region by partnering with sales teams, partners, and customers to identify, develop, and close services opportunities. This includes increasing services attachment to product bookings, advancing partner-delivered engagements, and expanding services opportunities within existing and prospective accounts.