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Senior Customer Success Manager
Nexthink
Customer Service, Sales & Business Development
New York, NY, USA
Posted on Dec 19, 2024
Company Description
Nexthink is the leader in digital employee experience management software. The company provides IT leaders with unprecedented insight allowing them to see, diagnose and fix issues at scale impacting employees anywhere, with any application or network, before employees notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its more than 1,200 customers to provide better digital experiences to more than 15 million employees. Dual headquartered in Lausanne, Switzerland and Boston, Massachusetts, Nexthink has 9 offices worldwide.
Job Description
This role is to support growth and customer retention in North America, and will be responsible for a portfolio of our strategic customers. The primary objective of the role is to help guide them along their DEX journey of people, process, and technology by driving 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 provide support and best practice on building a DEX team, embedding DEX in existing processes (e.g. ITSM) and building new DEX processes to ensure positive outcomes for your customers and a 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 and upsell opportunities.
Main functions:
- Aligned to approximately 12-15 Nexthink Enterprise customers, you will own and execute a comprehensive customer success plan that emphasizes the critical pillars of people, processes, and technology, all aimed at effectively integrating Nexthink solutions and building 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’s 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.
- 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, participate in quarterly 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.
Qualifications
- 5-10 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 people, process, and technology aspects of a software solution 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.)
- 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).
- This role will require 25-50% travel within the US, and sometimes internationally if required.
Additional Information
We are 900+ employees strong in 21 countries across 8 different time zones, speaking 70+ languages. We are positive, we get things done, we keep growing, and we are one team, we are Nexthink. We believe actions are stronger than words regarding diversity, equity, inclusion, and belonging in the workplace. Nexthinkers are multinational and multilingual and come from all walks of life. We are committed to hiring a genuinely representative workforce that can create solutions and foster innovation for the modern digital employee experience.
Total Rewards @ Nexthink
At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.
In addition, we offer:
- 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
- 🏡 Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
- 📚 Free access to professional training platforms to explore your interests and enhance your skills.
- 🍼 Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
- 💰 Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
- 📣 Bonuses for referring successful hires after three months of continuous employment.
Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.
All your information will be kept confidential according to EEO guidelines.
Total Rewards @ Nexthink
At Nexthink, we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity. We provide our US employees with 100% covered company benefits that consist of health, dental, vision as well as access to life insurance, long-term disability, and accidental death/personal loss coverage.
In addition, we offer:
- 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
- 🏡 Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
- 📚 Free access to professional training platforms to explore your interests and enhance your skills.
- 🍼 Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
- 💰 Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
- 📣 Bonuses for referring successful hires after three months of continuous employment.
Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors, including job skills, experience, and relevant education or training, which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.