Engagement Director

1 month ago

Boston, United States Nexthink SA Full time

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

Lead and manage a team of Engagement Managers (EMs) and Service Delivery Managers (SDMs) to ensure the effective positioning and delivery of Nexthink's services and customer journeys within the North America (NA) region. Oversee program management for active engagements to guarantee value delivery and achieve or surpass customer expectations regarding the solution's technical and business benefits. Collaborate closely with stakeholders from the Go-to-Market (GTM) teams to ensure alignment with the organization's goals and objectives. The goal is to drive customer satisfaction, loyalty, and advocacy by delivering outstanding digital employee experience (DEX) services.

Responsibilities:

  • Lead and manage the North America (NA) Engagement Managers (EM) and Service Delivery Managers (SDM) teams.
  • Propose and position the right customer journeys to meet specific customer needs.
  • Oversee program/project delivery, ensuring quality and monitoring engagement health metrics.
  • Guarantee value delivery in all engagements.
  • Coordinate cross-functionally with sales, customer success, and consulting teams.
  • Collaborate with other regions to share and implement best practices.
  • Ensure team adherence to established processes and standards.
  • Forecast bookings and delivered revenue related to services; work with consulting managers to anticipate hiring needs.
  • Serve as a subject matter expert on Digital Employee Experience (DEX) and represent the company at events.
  • Act as an escalation point for key accounts and support the team during high workloads.
  • Produce and maintain all relevant project documentation, including scoping documents, statements of work, project plans, budgets, risk registers, change orders, and status reports.
  • Support partners in their approach and adoption plans.
  • Define and disseminate best practices within the team to foster a culture of continuous improvement and ensure the highest quality of solutions.
  • Understand and manage customer contracts, ensuring that the team meets contractual obligations and delivers value.
  • Collaborate with the Customer Success Management (CSM) team to document and communicate delivered value.
  • Define and align Objectives and Key Results (OKRs) for the team to ensure alignment with the organization's overall goals and objectives.
Qualifications
  • 10+ years of experience in roles such as Engagement Manager, with at least 5 years in management positions.
  • Strong track record in managing customer programs through service engagements.
  • Customer-first mindset with a focus on delivering exceptional service.
  • Prior experience with Digital Experience (DEX) products is preferred.
  • Solid understanding of end-user computing and market trends.
  • Extensive experience in IT, particularly in IT Service Management (ITSM) and IT Infrastructure Library (ITIL).
  • Previous experience with software and cloud vendors is preferred.
  • Strong comprehension of the partner ecosystem.
  • Demonstrated ability to collaborate effectively with other teams and regions.
  • Willingness to travel up to 20%.
  • Excellent communication and interpersonal skills, with the ability to influence and build relationships with stakeholders at all levels.
  • Strong analytical and problem-solving skills, with the ability to think strategically and execute methodically.
  • Ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
  • Familiarity with project management methodologies and tools (e.g., Agile, Scrum, PMP).
  • Proficiency in data analysis and leveraging insights to drive decision-making.
  • Commitment to continuous learning and professional development.
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