Senior Customer Success Manager Federal/National Defense

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 the USA 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 maturity journey of people, process, and technology by driving the 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 maturity.  

• Engage and build relationships with key technical leadership contacts 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, collaborating with the Account Team including Account Managers, Solution Consultants, Professional Services and Support Teams. 

• Work to ensure 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, participate in quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer maturity 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. 

• Experience of one or more of the following areas: 

• Workplace, End User or Desktop Services and management of these 

• Digital Experience Monitoring or similar end-user experience driven functions 

• Cloud, Win10, O365 and other Migration-, Release- or Change related projects 

• The ITIL framework, Service Lifecycle and other quality of service-related disciplines 

• Security, Governance, Risk or Compliance related disciplines 

• Technical background or technological savvy to be able to learn Nexthink products and services, technologies and business.  

• 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