Digital Experience Director

4 weeks ago

Étreux, Hauts-de-France, United States Nexthink S.A Full time
Job Title: Digital Experience Director

Nexthink S.A is seeking a highly skilled Digital Experience Director to lead our North America team.

About the Role

The successful candidate will be responsible for managing a team of Engagement Managers and Service Delivery Managers to ensure the effective positioning and delivery of Nexthink's services and customer journeys within the North America region.

Key Responsibilities
  • Lead and manage the North America Engagement Managers and Service Delivery Managers 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.
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.
  • 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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