The Customer Success Managers will ensure that Nexthink is successful with the Managed Service Partners who have bought Nexthink for their end customers. The CSMs would have the following Key Resultant Areas.
· Driving Value of Nexthink within the accounts through a set process and templates
· Creating evidence of tangible value delivery with Nexthink within the assigned accounts
· Creating opportunities for upselling within those accounts on the back of success
They will have the freedom and flexibility to drive value within the Partner accounts. This job will require the following skillsets.
· Understand the Partner Account team organization structure.
· Build bridges with roles like Service Delivery Manager, ServiceDesk Lead, Regional Delivery Manager, Client Engineering Team etc. to push Nexthink Agenda
· Push MSP Account team/Customer to create problem tickets and approve Automation and User Engagement use cases.
· Look for opportunities to push Nexthink upsell modules to the account.
· Get the Customers excited to deploy the easy to do use cases to begin with
· Help them understand why it is important to follow our process.
· Focus on Outcomes and not Output.
· Laser focused on creating case studies or success stories whenever Nexthink is used in their operations.
· Assist the Delivery team in documenting Nexthink based Analysis and Case Studies.
· Present the Nexthink related analysis and Case Study to the Partner and Customer
· Assign Partner Account team responsibilities and hold them accountable.
· Assign Nexthink Delivery team responsibilities and hold them accountable.