Customer Success Manager, Nexthink
Arabic or German Skills
3 days a week in office (Northampton Rd, Manchester)
Digital employee experience management
Be an early applicant
Digital employee experience management
1001+ employees
Be an early applicant
3 days a week in office (Northampton Rd, Manchester)
1001+ employees
Company mission
Nexthink's mission is to delight people at work by helping IT to shape smart and productive workplaces.
Role
Who you are
- 3-5 years of experience as a Customer Success Manager working in the Software Industry and successful adoption of SaaS
- Ability to drive the people, process, and technology aspects of a software solution to ensure adoption and value realisation
- Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives
- An entrepreneurial mindset that enables you to successfully work independently with little guidance, using good judgment to escalate issues when needed
- Technical background or technological savvy to learn Nexthink products, services, technologies, and business
- Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders
- Organised and structured, with the ability to facilitate difficult/complex situations
- Have a “can-do” attitude to own and drive results
- A strong understanding of IT Operations, ITSM processes (ITIL), or End User Computing/Client Management practices is preferred
- Strong customer-facing and presentation skills
- Fluent in English (written as well as verbal)
- Arabic speaker essential
- German and or French language skills are highly desirable
- This role offers flexible times to work as we have customers to support in the Middle East, Europe, USA and Australia, New Zealand. We can create a working hours pattern to suit personal and customer needs
What the job involves
- This role is to support the growth of the Nexthink business in the EMEA region by driving the adoption and use of our strategic employee experience platform with our key customers
- The focus of the Customer Success Managers is to own and drive the customer success plan and ensure customers realize the value of their investment in Nexthink
- This is a strategically important role focused on a new segment of customers, and requires a technical background and a structured, organized, and diligent approach to succeed
- You will also be expected to build executive relationships at some of the largest companies or Partners with proven experience in doing so
- This is a key position within the Technical Services team and the successful candidate will be expected to work collaboratively with Sales, Solution Consulting, Professional Services, Customer Support and Product teams to drive positive customer outcomes, operational success and upsell opportunities
- This role is part of our iCSM (internal Customer Success Management) function which focusses on remote-first engagements reaching higher volumes of customers
- You will own and execute the Customer Success Plan for each account to ensure Nexthink becomes part of daily operations as a strategic initiative and is delivering maximum value to the customer
- Engage and build relationships with customer executives and other influential stakeholders as a trusted advisor and identify, define, track, and measure the overall impact and value of Nexthink
- Identify new opportunities for Nexthink, either through Professional Services engagements, or upsell/cross-sell of additional Nexthink services and solutions
- Identify and escalate any critical issue or risk of renewals, working collaboratively with the Account Team including but not limited to the Account Managers, Solution Consultants, Professional Services and Support Teams
- Work to support renewals specialists securing the renewal through extensive use of Value Tracking activities
- Host workshops that support educating and development of the customer journey in the use of the product and how to quantify the value of outcomes
- In partnership with the Account manager, lead quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leaderships on customer maturity journey focused on required outcomes
- Act as a voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams
- Update our CRM database and make sure that customer data is always accurate and reliable
Our take
Bad experiences with IT environments cost companies 100 hours per person each year. In order for businesses to avoid those hours of lost productivity, they need to ensure that their employees' digital experience is working for them.
That's where Nexthink's digital experience platform comes in. Its platform combines monitoring, user engagement, analytics, and automation — all from the employee’s perspective. Using one platform, companies are able to handle all parts of their employee's digital experience cycle, from issue detection to employee engagement. Not only does this allow for businesses to be more productive, it also leads to happier employees no longer bogged down by frustrating IT failures.
The company boasts over 1,100 enterprise customers with more than 15 million employees between them. With offices across the globe, its existing customer base is already large. Nexthink has remained focused on further innovation and partnerships, adding capabilities such as conversational AI. The increase in companies looking to invest in digital employee experience tech is set to keep Nexthink on its existing growth trajectory.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Feb 2021
$180m
SERIES D
Nov 2018
$85m
SERIES C
Total funding: $336.2m
Company benefits
- Flexible working
- Life insurance
- Critical illness cover
- Income protection
- Pension plan
- Maternity & Paternity leave
- Car allowance
- Job training and professional development
- 22 days holiday (excl. bank holidays)
- Work from home opportunities
- Health insurance
Company HQ
Prilly, VD
Leadership
Pedro Bados
(Co-Founder & CEO)Previously worked as an Artificial Intelligence Researcher before co-founding Nexthink in 2004.
Patrick Hertzog
(Co-Founder & User Experience Officer)Before co-founding Nexthink, they worked as a Research Assistant at a polytechnic school in Switzerland.
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