Customer Success 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.

#LI-hybrid

Job Description

This role is to support growth and customer retention in the Middle East 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.

Ownership of 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. This includes support and best practise on building a DEX team, embedding DEX in existing process (e.g. ITSM) and building new DEX processes.

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 20 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. This includes support and best practise on building a DEX team, embedding DEX in existing process (e.g. ITSM) and building new DEX processes
• Engage and build relationships with key 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, working collaboratively with the Account Team including but not limited to the 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, 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. 
• Fostering collaboration within the Nexthink ecosystem (internal and external) and sharing 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 technologically savvy to be able to learn Nexthink products and services, technologies and business. 
• 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 Arabic and English
• This role will require around 25% travel. 

Additional Information

We are the pioneers and trailblazers of a global IT Market Category (DEX) that is shaping the future of how the world works, giving our customers’ IT Teams total digital visibility across their enterprise. Our innovative solutions integrate real-time analytics, automation, and employee feedback across all endpoints. This enables our IT teams to solve complex technical challenges, create ever more productive workplaces, and deliver happy, satisfied employees in the digital workplace.

With over 1000 employees across 5 continents, Nexthink operates as One Team, connecting, collaborating and innovating to continuously grow. We call our employees ‘Nexthinkers’ and our commitment to diversity, inclusion, and equity is second to none. We currently have over 75 nationalities working with us, from all cultures and backgrounds, speaking many different languages.

If you are looking for a change and like a nice atmosphere, lots of challenges, and having fun while working, this is a great opportunity for you! Check what we offer: 

• 💼 Permanent position and a competitive compensation package (Stock Options also included). 
• 🩺 Health insurance coverage for you and eligible dependents, including dental, vision, and alternative medicine options, with 100% coverage of healthcare premiums. 
• 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 22 days of holidays we offer) plus 3 company-paid volunteer days. 
• 🏡 Hybrid work model. 
• 📚 Free access to professional training platforms to explore your interests and enhance your skills, ensuring continuous growth and success in your role. 
• 🍼 Family benefits, including 16 weeks of fully paid leave for primary caregivers, extendable up to 8 additional months, and 6 weeks of fully paid leave for secondary caregivers. 
• 🤸 Up to $750 USD/year for gym membership reimbursement, supporting your journey towards a balanced and healthy lifestyle. 

• 📣 Bonuses for referring successful hires after three months of continuous employment.