Senior Customer Success Manager Federal/National Defense

2 weeks ago

Washington, Washington, D.C., United States Nexthink Full time
Job Description

Nexthink is a leader in digital employee experience management software, providing IT leaders with unparalleled insight to diagnose and fix issues at scale impacting employees anywhere, with any application or network, before they notice the issue. As the first solution to allow IT to progress from reactive problem solving to proactive optimization, Nexthink enables its customers to provide better digital experiences to their employees.

This role is to support growth and customer retention in the USA and will be responsible for a portfolio of strategic customers. The primary objective of the role is to guide them along their digital employee experience (DEX) maturity journey of people, process, and technology by driving adoption throughout the entire customer lifecycle. Key pillars to the Customer Success Team are:

Key Responsibilities
  • Develop and execute comprehensive customer success plans that emphasize the critical pillars of people, processes, and technology, all aimed at effectively integrating Nexthink solutions and building DEX maturity.
  • Engage and build relationships with key technical leadership contacts and other influential stakeholders as a trusted advisor and identify, define, track, and measure the overall impact and value of Nexthink.
  • Identify new opportunities for Nexthink, either through Professional Services engagements, or upsell/cross-sell of additional Nexthink services and solutions.
  • 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.
  • Work to ensure renewal through extensive use of Value Tracking activities.
  • 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.
  • Participate in quarterly business reviews with key customer stakeholders to communicate progress against the success plan and provide thought leadership on the customer maturity 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 ensure that customer data is always accurate and reliable.
Requirements
  • 5-10 years of experience as a Customer Success Manager working in the Software Industry with Large Enterprise Accounts and successful adoption of SaaS.
  • Experience of one or more of the following areas: Workplace, End User, or Desktop Services and management of these; Digital Experience Monitoring or similar end-user experience driven functions; Cloud, Win10, O365, and other Migration-, Release-, or Change-related projects; The ITIL framework, Service Lifecycle, and other quality of service-related disciplines; Security, Governance, Risk, or Compliance related disciplines.
  • Technical background or technological savvy to be able to learn Nexthink products and services, technologies, and business.
  • Ability to drive the people, process, and technology aspects of a software solution to ensure adoption and value realization.
  • Strong business acumen with the ability to use business context to generate creative, pragmatic solutions to achieve business objectives.
  • Entrepreneurial mindset that enables you to successfully work independently with little guidance; using good judgment to escalate issues when needed.
  • Excellent written, oral, and interpersonal communication skills; capable of gaining the respect of and interacting comfortably with senior leaders.
  • Organized and structured, with the ability to facilitate difficult/complex situations.
  • Have a 'can do' attitude to own and drive results.
  • Strong understanding of IT Operations, ITSM processes (ITIL), or End User Compute/Client Management practices is preferred.
  • Strong customer-facing and presentation skills.
  • Fluent in English (written as well as verbal).
  • This role will require 25-50% travel within the US, and sometimes internationally if required.

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