North America Market Solutions Director

This is a fully remote position, open to applicants in United States.

📋 Description

• Drive Annual Recurring Revenue (ARR) growth, enhance customer retention, improve customer experience, and lead teams through organizational changes across five North American markets.

• Lead, manage, mentor, and develop regional Market Solutions Leaders while establishing performance standards and accountability.

• Ensure the execution of the complete customer solution lifecycle: Sale → Value → Expand → Renew, adhering to MEDDPICC rigor and value-realization discipline.

• Foster a high-performance, coaching-oriented culture and systematically develop team capabilities.

• Align Solutions Partners across markets according to opportunity size, complexity, and urgency.

• Coach teams on executive discovery, problem framing, solution architecture and design, value narratives, business cases, and expertise in platform/ecosystem.

• Guide teams in adapting to evolving roles, operating models, and shifting customer expectations.

• Develop the Customer Success Management (CSM) function as a strategic advisory capability, positioning Solution Partners as expert customer-facing advisors.

• Promote the adoption of AI-enabled workflows and tools.

• Co-manage regional targets for ARR growth, retention, expansion, Net Promoter Score (NPS), and platform conversion in collaboration with the North America Geo Sales Leader.

• Oversee performance management cadences, address at-risk accounts, and facilitate account growth.

• Define the charter and target operating model for global shared/channel solution teams.

• Establish rules of engagement among shared CSM pools, Market Solutions Leaders (MSLs), direct sales, and channel partners.

• Create channel enablement content and solution-positioning playbooks.

• Design coverage tiers for scalable solution support.

• Report channel-sourced ARR and shared-team utilization to the Global Solutions Leader.

• Implement global standards regionally while allowing for appropriate local customization.

• Share customer patterns, competitive intelligence, and solution feedback with global teams.

• Collaborate with Solutions IP, Professional Services, Product, Marketing, Enablement, and Program Management teams.

⛳️ Requirements

• 12+ years of progressive management experience in enterprise Platform as a Service (PaaS), encompassing some combination of Sales, Customer Success, Solutions Consulting/Pre-Sales, and/or Professional Services.

• Experience overseeing Professional/Managed Services and solution consulting, with a proven track record of driving long-term customer growth through business-case-based service engagements.

• Demonstrated success in delivering ARR growth, retention, and expansion within a platform- and solutions-based sales approach.

• Proficient in Salesforce and Business Intelligence (BI) tools.

• Strong expertise in MEDDPICC or equivalent methodologies, value-based selling, and comprehensive customer lifecycle management.

• Experience in designing repeatable processes, tools, or capability models that are scalable.

• Strong operational rigor, with proficiency in forecasting, pipeline inspection, and data-driven results.

• In-depth familiarity with North American market dynamics.

• Executive presence with a proven ability to engage C-suite customers and senior internal leadership.

• Preferred: experience in a matrixed global organization and collaboration across Product, Professional Services, Revenue Operations, and Marketing.

• Preferred: knowledge of learning technologies and Learning & Development (L&D) functions, talent ecosystems, and AI-enabled workforce transformation.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Paid time off