Customer Success Manager
Hi, we’re Nexthink. We’re not just the leader in the digital employee experience category, we invented the category. Our solutions combine real-time analytics, automation and employee feedback across all endpoints to help IT teams delight people at work. Our cloud-native platform pinpoints issues and solutions, automates response, and helps companies continuously improve their employees’ experience, making them more productive, efficient, and happy at work. We have millions of endpoints deployed, we’ve surpassed $100M in ARR, and we’ve recently secured $180M in Series D financing for a company valuation of $1.1B, but we’re just getting started.
Job Description
Nexthink is looking for an experienced Customer Success Manager with a strong background in advising and guiding enterprise clients in using cloud-based technology platforms.
The candidate should be capable of:
- Remotely and physically manage a high portfolio of customer accounts in the META region.
- Own customer onboarding, success plan to achieve adoption and value from Nexthink
- Help Nexthink Enterprise customers realise value from the Nexthink platform
- Ensure Nexthink platform usage is closely aligned with the customer business strategies;
- Support the EBR process – to make sure the customer constantly reviews the adoption and value of Nexthink
- Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of Nexthink
- Review and deliver “Adoption plans” to customers, promoting Nexthink horizontally and transversely, making sure that Nexthink is deployed and used by many users (relevant IT divisions such as infrastructure, operation, support governance and compliance.)
- Create customer references and build great customer stories
- Coordinate, collaborate with different departments to fulfil customer needs in a team environment
- Identify up-sell opportunities (Licenses or Services)
- Identify and escalate any critical issue or risk of renewals, working collaboratively with the Account Managers, Solution Consultants and Renewals Specialists
- Demonstrate strong analytical skills and use of data to help drive adoption, find opportunities and risks
- Focus on execution and a strong sense of urgency. Go beyond relationship management and have a passion for customer success
Qualifications
- Bachelor’s degree or equivalent; MBA strongly preferred
- 5+ years of experience in one or more of the following areas: ITSM, IT Security, Desktop operations, Desktop Virtualization, Office 365, Managed Services, Managed Security Services (ideally a pre-sales or consultancy background)
- 2+ years of proven customer success or account management experience
- Experience managing projects with clear outcomes and tight deadlines.
- Self-starter who enjoys working in a fast-paced, collaborative, and high-growth environment
- Strong team player who is also an independent thinker
- Effective at building relationships (internally and with partners), collaborating, and influencing others; experience working with senior executives/ partners in cross-company projects
- Strong communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing, comfort in business and technical discussions
- Strong customer-facing and presentation skills, excellent verbal and written communication skills including the ability to lead/facilitate meetings and host webinars
- Experience with other Digital Experience Management technologies a plus
- Experience with Salesforce and Gainsight a plus
- This role will require to travel up to 70% (when it is possible)
- Fluent in English (written as well as verbal)
- Fluent in Arabic (written as well as verbal) a plus
- Fluent in French (written as well as verbal) a plus.
Additional Information
We are nearly 700 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.
At Nexthink, we believe actions are stronger than words when it comes to diversity, inclusivity, 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 Apply now