Support Account Manager (Federal)

Company Description

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.

Job Description

As a Support Account Manager, you will be responsible for the Federal customers you are assigned to under the Premium Support program. You will ensure the success of the customers you handle in terms of technical support, and you will become their single point of contact for their region. You will be based in Boston and will report to the Premium Support Manager.

You must have previous experience in L2 and L3 support, customer-facing consulting and should be equally comfortable working in a team as well as independently, be ready to learn, and be open to receiving feedback from your peers and management. You should have a high sense of ownership of the domain for which you are responsible.

Job duties

• First, second and third level of support for Premium Support customers located in your business area – up to 5 accounts.
• Direct handling of the troubleshooting phase, including phone communication and remote sessions with the customer.
• Diligent tracking of every request coming from the customers you manage, from ticket creation until its resolution.
• Be present in key meetings throughout the different phases of a project, including kick- off and go-live.
• Organize and take part in follow-up meetings with both the internal teams at Nexthink as well as the customer, in order to provide resolution to a customer issue.
• Ensure you have a thorough understanding of the customer’s environment, business and particular needs.
• Ensure the implementation meets the requirements defined by the customer and perform regular health checks on it.
• Closely follow every project your customers are involved in to ensure you remain knowledgeable and informed.

Qualifications

• At least 5 years of technical support experience
• Consolidated experience in troubleshooting Linux server-side applications
• Consolidated experience in virtualization and system and network administration
• Basic understanding of Linux scripting
• Experience with public cloud platforms (AWS preferrable)
• Good knowledge of Windows Operating Systems
• Familiarity with New Relic or another APM a plus
• Basic understanding of Kubernetes/containerization concepts a plus
• Excellent written and verbal communication skills in English (other European languages are a plus)
• Very strong orientation towards customer service
• Curiosity and strong attention to details

Additional Information

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.

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, long-term disability, and accidental death/personal loss coverage. 

In addition, we offer: 

• 🏖️ Flexible Hours and unlimited vacation (employees have unlimited paid time off on top of the 15 days of holidays we offer), 11 company-paid holidays, and 3 extra days for volunteering.
• 🏡 Hybrid work model that balances office and remote work, with structured onboarding to foster connections and team integration.
• 📚 Free access to professional training platforms to explore your interests and enhance your skills.
• 🍼 Up to 16 weeks of paid leave for birthing parents/primary caregivers, 6 weeks for secondary caregivers.
• 💰 Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.
• 📣 Bonuses for referring successful hires after three months of continuous employment.

Base salary ranges are determined by country, role, level, experience, and skills. The range displayed on each job posting reflects Nexthink’s 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.