Senior Customer Success Manager
Nexthink is the global leader in digital employee experience management. Our products allow enterprises to create highly productive digital workplaces for their employees by delivering optimal end-user experiences. Through a unique combination of real-time analytics, automation and employee feedback, Nexthink gives IT teams the insight they need to empower and even delight people at work.
Headquartered in Switzerland with US headquarters in Boston, Nexthink also has offices in France, UK, Germany, Spain and UAE. Our growing team of Nexthinkers is proud to be making the digital work lives of nearly ten million employees across 1,000 customers more productive.
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. Join us today!
Job Description
- Work closely with Nexthink Enterprise customers
- Help ensure Nexthink Enterprise customers realise value from the Nexthink platform
- Review and deliver upon Customer Success Plans promoting Nexthink horizontally and transversely, making sure that Nexthink is deployed and used by many users
- Work to ensure renewal through extensive use of Value Tracking activities
- Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of Nexthink
- Act as Voice of the customer and provide feedback to Nexthink Product Management, R&D, Sales and Marketing teams
- Identify and escalate any critical issue or risk of renewals, working collaboratively with the Account Managers, Solution Consultants and Renewals Specialists
- Identify up-sell opportunities (Licenses or Services)
- Update our CRM database and make sure that customer data is always accurate and reliable
Qualifications
- 3-5 years of experience as a Customer Success Manager or Director working in the Software Industry
- Have mainly worked with Large Enterprise Accounts and successful adoption of SaaS
- Has a proven track-record of successful implementation of Customer Success Plans
- Ability to balance customer interests and Nexthink’s ones
- Leadership, « Get Things Done » attitude
- Excellent collaboration skills
- Very well structured and organized
- Curiosity and continuous learning ability
- Ability to get access to CxO and to drive complex situations for strategic customers
- Strong customer facing and presentation skills, excellent verbal and written communication skills including the ability to lead/facilitate meetings and host webinars.
- Fluent in English (written as well as verbal).
- This role will require to travel up to 25%.
Additional Information
This is an exceptional opportunity to join a fast-growing, successful and innovative company. Nexthink allows you to thrive in a unique work environment where the emphasis is on excellence, innovation, openness and collaboration.