What are the responsibilities and job description for the Senior Customer Success Manager FederalNational Defense position at Nexthink?
This role is to support growth and customer retention in North America 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 journey of people process and technology by driving 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.
You will be expected to provide support and best practices for building a DEX team embedding DEX in existing processes (e.g. ITSM) and building new DEX processes to ensure positive outcomes for your customers and a longterm partnership with Nexthink.
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 1215Nexthink 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 journey.
- Be a Trusted Advisor to the Customer : Build relationships with key leadership contacts within the CIO organization and other influential stakeholders. Have a POV on the customers industry competitive landscape and the DEX market. Understand the customers technical challenges and dependencies.
- Deliver Value for the Customer : Identify define track measure and share the overall impact and value of Nexthink.Guide the Customer on their journey and hold them accountable. Evangelize the customers success (internally and with Customer stakeholders).
- Deliver ontime Renewals & Achieve Renewal Targets : Align on account strategy with the broader account team and work to help deliver an ontime renewal (through extensive valuetracking activities and other CSM efforts)
- Achieve Expansion Targets : Identify new opportunities for Nexthink either through Professional Services engagements or upsell / crosssell of additional Nexthink services and solutions. Align with the Account Team on expansion strategies and upsells to deliver results.
- Maintain Customer Health : Have regular cadence with the right Customer contacts and understand current sentiment and issues. Identify and escalate any critical issue or risk of renewals collaborating with the Account Team including Account Managers Solution Consultants Professional Services and Support Teams.
- 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 participate in quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer journey focused on required outcomes.
- Act as the voice of the customer and provide feedback to Nexthink Product Management R&D Sales and Marketing teams.
- Foster collaboration within the Nexthink ecosystem (internal and external) and share 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 :
Additional Information :
We are 800 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.
Total Rewards @ Nexthink
At Nexthink we offer one of the most comprehensive and generous benefits plans. Your total rewards compensation package includes base salary and may also include a commission or performance bonus plan as well as equity. We provide our US employees with 100% covered company benefits that consist of health dental vision as well as access to life insurance longterm disability and accidental death / personal loss coverage.
In addition we offer :
Base salary ranges are determined by country role level experience and skills . The range displayed on each job posting reflects Nexthinks good faith determination of the minimum and maximum targets for new hire salaries across all US locations. Individual pay is determined by related factors including job skills experience and relevant education or training which may impact a final offer. Your Talent Acquisition Partner can share more about the specific salary range during the hiring process.
Remote Work : Employment Type :
Fulltime
