Senior Customer Success Manager , Nexthink
$105-164k
More information about location
Digital employee experience management
Open for applications
Digital employee experience management
1001+ employees
Open for applications
$105-164k
More information about location
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
- 5+ years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS
- Ability to drive the DEX Methodology (people, process, technology, communication, value) to ensure adoption and value realization
- Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives
- 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 be able to learn Nexthink products and services, technologies and business. (Understanding of the IT project delivery lifecycle and digital transformation initiatives is preferred.)
- Ability to effectively manage, guide, and build rapport within all parts of the customer’s hierarchy, from the technical teams to the C-suite. Building relationships with our customers is key
- Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders
- Organized and structured, with the ability to facilitate difficult/complex situations
- Have a “can do” attitude to own and drive results
- Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred
- Strong customer-facing and presentation skills
- Fluent in English (written as well as verbal)
What the job involves
- This role is to support growth and customer retention in North America and will be responsible for a portfolio of our strategic enterprise customers
- The primary objective of the role is to help guide Customers along their DEX journey, following Nexthink’s DEX Methodology, to drive growth and adoption throughout the entire customer lifecycle
- Key pillars to the Customer Success Team are: (i) Customer Success Plan, (ii) Value Tracking and (ii) Executive Business Reviews
- You will be expected to lead the customer to success in their DEX Journey
- This means providing support and best practices on getting started with DEXOps, developing a plan for adoption of DEX into the Customer’s ecosystem, and ensuring positive outcomes for your customers while solidifying their long-term partnership with Nexthink
- 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, renewals and upsell opportunities
- Aligned to up to 20 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, technology, communication and value, all aimed at effectively integrating Nexthink solutions and building a DEX journey
- Be a Trusted Advisor to the Customer: Build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Have a POV on the customer industry, competitive landscape, and the DEX market. Understand the customer’s technical challenges and dependencies
- Deliver Value for the Customer: Identify, define, track, measure and share the overall impact and value of Nexthink. Guide the Customer on their journey and hold them accountable. Evangelize the customer’s success (internally, and with Customer stakeholders)
- Deliver on-time Renewals & Achieve Renewal Targets: Align on account strategy with the broader account team and work to help deliver an on-time renewal (through extensive value-tracking activities and other CSM efforts)
- Achieve Expansion Targets: Identify new opportunities for Nexthink, either through Professional Services engagements, or upsell/cross-sell of additional Nexthink services and solutions. Align with the Account Team on expansion strategies and upsells to deliver results
- Maintain Customer Health: Have regular cadence with the right Customer contacts and understand current sentiment and issues. Identify and escalate any critical issue or risk of renewals, collaborating with the Account Team including Account Managers, Solution Consultants, Professional Services and Support Teams
- Deliver DEX workshops to the customer 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, participate in quarterly business reviews (Executive Business Reviews) with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer journey focused on required outcomes
- Act as the voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams
- Foster collaboration within the Nexthink ecosystem (internal and external) and share best practices to enhance the customer experience and business outcomes
- 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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