Customer Success Manager - job 1 of 2

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.

This role is to support the growth of the Nexthink business in the EMEA region by driving the adoption and use of our strategic employee experience platform with our key customers.

The focus of the Customer Success Managers is to own and drive the customer success plan and ensure customers realize the value of their investment in Nexthink. This is a strategically important role focused on a new segment of customers, and requires a technical background and a structured, organized, and diligent approach to succeed. You will also be expected to build executive relationships at some of the largest companies or Partners with proven experience in doing so. 

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:

• You will own and execute the Customer Success Plan for each account to ensure Nexthink becomes part of daily operations as a strategic initiative and is delivering maximum value to the customer. 
• Engage and build relationships with customer executives 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. 
• Update our CRM database and make sure that customer data is always accurate and reliable-

#Li-Hybrid 

• 3-5 years of experience as a Customer Success Manager working in the Software Industry 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 technological 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 English (written as well as verbal). 
• German and or French language skills are highly desirable.
• This role may require some travel.

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 Contract and a competitive compensation package (Stock Options also included). 
• 📍Amazing location in Manchester, 11 Northampton Rd.
• 🏡 Hybrid work model balancing office and remote work, fostering effective onboarding and team connections for new hires. 
• 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 25 days of holidays we offer) plus 3 company-paid volunteer days. 
• 🩺 Fully covered private health insurance for you and your family, life insurance plans, and Medicash Solo Level 2, ensuring comprehensive protection. 
• 💰 Pension contribution of 12% (6 % from the employee and 6% from the employer). 
• 📚 Free access to professional training platforms to explore your interests and enhance your skills. 
• 🍼 16 weeks of fully paid leave for primary caregivers, 6 weeks for secondary caregivers, and Kiddivouchers to ease childcare expenses. 
• 🚆 50% reimbursement on public transportation fees, up to a maximum of 1,250£ gross/year. 
• 🤸 Reimbursement of up to £40 for gym and fitness memberships monthly. 
• 📣 Bonuses for referring successful hires after three months of continuous employment.