Digital Experience Manager

3 weeks ago

Boston, Massachusetts, United States Nexthink Full time

Nexthink is a leader in digital employee experience management software. The company provides IT leaders with unprecedented insight, enabling 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.

Key Responsibilities:

  • 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.
  • Drive customer satisfaction, loyalty, and advocacy by delivering outstanding digital employee experience (DEX) services.
  • Lead and manage the North America (NA) Engagement Managers (EM) and Service Delivery Managers (SDM) teams.
  • Oversee program/project delivery, ensuring quality and monitoring engagement health metrics.
  • 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.
  • 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.

Requirements:

  • 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.
  • Prior experience with Digital Experience (DEX) products is preferred.
  • Extensive experience in IT, particularly in IT Service Management (ITSM) and IT Infrastructure Library (ITIL).
  • Previous experience with software and cloud vendors is preferred.
  • Willingness to travel up to 20%.
  • 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.

About Nexthink:

Nexthink is a global company with 1000+ employees strong in 21 countries across 8 different time zones speaking 60+ languages. 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.

What We Offer:

  • Total rewards compensation package includes base salary and may also include a commission or performance bonus plan, as well as equity.
  • 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.
  • 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.
  • Plan for the future with a 401(k) plan featuring up to 4% company matching contributions, vesting immediately, to grow your retirement savings.

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