Senior Engagement Manager

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

The Engagement Manager is an integral part of the services organization and a customer-facing representative of the company. The Engagement Manager is responsible for the successful delivery of Nexthink’s solutions and services within a customer environment in such a way as to meet or exceed a customer’s reasonable expectations of the solution’s technical and business benefits.

The Engagement Manager’s role requires a hard-working and enthusiastic person with strong technical and communication skills and the ability to establish and maintain confidence with colleagues and customers. A proven track record of project managing enterprise software deployments on behalf of vendors is essential, as is the ability to travel as and when required.

Key functions:

• Own the entire services engagement lifecycle: from assisting the services sales process and managing the services contracting process, through to successful delivery, sign-off and billing with no customer disputes.
• Lead the engagement implementation team, manage ongoing staff resourcing.
• Produce and maintain all relevant project documentation: scoping, statements of work, project plans, budgets, risk registers, change orders and status reports.
• Provide advice and guidance relating to the impact of the solution on a customer’s organization, pro-actively recommending approaches to mitigate any delivery risk to the engagement.
• Identify further opportunities to provide incremental value within a customer and work with commercial teams to progress.

Qualifications

• 4-year degree in Information Technology, Computer Science, Computer Engineering or the equivalent
• Certified in the ITIL Methodology
• Proven experience in leading the deployment of complex enterprise solutions in a multi-vendor environment including working in partnership (or subcontracting to) Systems Integrators.
• Ownership of all aspects of services contracting process including resolution of any negotiations by involving senior management as appropriate.
• Relevant project management certifications.
• Minimum of six years of relevant project management work experience with at least four years working for a software vendor in a customer-facing role (two of which should have been in delivering SaaS-based solutions).  PMI-Project Manager Professional Certification Preferred
• Demonstrable successful delivery of multiple engagements.
• Demonstrable strong communication skills (written, presentational and interpersonal) with the ability to consult and influence within culturally diverse, multinational organizations.
• Ability to guide and resolve any escalated delivery issues through judicious involvement of company management and optimal deployment of company resources.
• Be committed to customer satisfaction

Additional Information

We are 800+ employees strong in 21 countries across 8 different time zones speaking 60+ 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 when it comes to diversity, inclusion, and equity 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 structure